‖ Maintenance Services That Work the Way You Do:

‖ 1. NCS-Supported Maintenance for Your IT Infrastructure:

• Significantly reduced costs compared to OEM-backed maintenance plans
• Faster, streamlined service response tailored to your critical operations
• On-demand replacement units for minimal downtime and business continuity
• Perfect solution for hardware-only warranty environments
• Flexible support contracts customized to your business needs
• Expert field engineers available for on-site troubleshooting and repairs

‖ 2. Back-to-Back Support with OEM and Principal Providers:

• Get regular firmware and software updates directly from the original vendors
• Access expert support for setup, troubleshooting, and system optimization
• Enjoy the confidence of working with principal-certified technicians
• Ideal for businesses that require official, vendor-approved service and compliance

Maintenance Services Backed by Principal Vendors

Our OEM-compliant maintenance services ensure your IT infrastructure stays fully aligned with vendor standards. We work directly with principal vendors to deliver regular firmware and software updates, official technical support, and access to certified engineers. This approach provides a high level of assurance, ideal for businesses that demand reliability, compliance, and top-tier support for mission-critical operations

Service Level Agreement (SLA)

A Service Level Agreement (SLA) defines the performance standards and response times you can expect from our support team. At Network Catalyst Solutions, our SLAs are designed to ensure accountability, transparency, and reliability across all service interactions. We offer clearly defined response and resolution timelines, proactive communication, and performance tracking—ensuring you receive the consistent, high-quality service your business depends on.

24/7 IT Support Desk for Continuous Assistance

Our 24/7 IT Support Desk is always available to ensure your business stays up and running without interruption. Whether it’s a critical system alert at midnight or a routine query during office hours, our expert support team is just a call or message away. We provide prompt troubleshooting, remote assistance, and escalation management to resolve issues quickly—minimizing downtime and keeping your operations smooth around the clock.

Geography-Focused Service Delivery

Our geography-focused service model ensures that your business receives timely and efficient IT support, no matter the region. With strategically located field engineers, local inventory access, and familiarity with regional compliance requirements, we minimize response times and maximize uptime. Whether you're operating in a metro city or a remote area, we deliver consistent service quality tailored to your location’s unique needs.

100% Spare Readiness Guarantee

We ensure critical spare parts are always available and ready for immediate deployment. With pre-stocked components and fast replacement logistics, we minimize downtime and keep your operations running without interruption.

Contract Management

We streamline and manage all your IT service contracts, ensuring clarity, compliance, and timely renewals. Our approach reduces administrative overhead, tracks service deliverables, and ensures alignment with your business goals—so you can focus on operations while we handle the fine print.

Single Point of Contact (SPOC)

We provide a dedicated Single Point of Contact to manage all your service requests, escalations, and communication. This ensures faster response, clear accountability, and a seamless support experience—so you always know exactly who to reach for assistance.

‖ Support Options Based on Business Criticality

We understand that not all systems carry the same level of importance. That’s why we offer flexible service tiers aligned with the criticality of your business operations. From standard support to high-priority, rapid-response service, our approach ensures your most vital systems receive the attention they need—exactly when they need it.

Availability

• 24x7 Support
  Engineers are available 24 hours a day, 7 days a week, and are dispatched according to the selected response time.
• 8x5 Support
  Engineers are available 8 hours a day, 5 days a week (excluding weekends and public holidays), dispatched as per the agreed response plan.

Response Times

Our team responds within the committed SLA to diagnose the issue and initiate hardware preparation or replacement.

• 2-Hour Response
• 4-Hour Response
• Next Business Day (NBD)

Engineering Support Options

• Hardware Replacement Only
  Loaner or replacement units are delivered via courier to the customer’s location.
• Onsite Engineering Support
  A field engineer is dispatched to your location to replace or reconfigure faulty hardware onsite.

Ready Services*

Our Ready Services include expert troubleshooting and Root Cause Analysis (RCA) to quickly identify and isolate recurring issues. This helps eliminate miscommunication across teams and minimizes unnecessary downtime.

In cases where a device continues to fail even after multiple RMAs, our structured RCA approach determines whether the root cause lies beyond the device—such as in the environment, configuration, or usage.

By pinpointing the actual problem, we reduce the need for multiple on-site engineer visits, ensuring faster resolution and more efficient collaboration between the customer and service provider.

✰ This service applies to multi-vendor equipment and cabling environments, subject to a fixed number of on-site visits and an active maintenance contract.