Hardware and Software Replacement with CWPS
We provide two levels of hardware and software replacement services, both designed to meet the unique needs of our clients and their businesses:
Standard Next Business Day (NBD) Hardware Replacement
With our standard agreement, hardware will be replaced between 8:30 a.m. and 5:00 p.m. on the Next Business Day (8x5xNBD). Next Business Day (“NBD”): Where next business day delivery is available, an advance replacement Field Replaceable Unit (FRU) will ship to the location designated by CWPS to arrive the next business day provided that a determination of the Product failure has been made by CWPS before 3:00 p.m. at the location from where the FRU is to be shipped. If our clients make a request after 3:00 p.m., the FRU will ship the next business day.
Premium 24x7x4 Hardware Replacement
At the premium level, hardware will be replaced within 4 hours, 7 days per week, 365 days a year (24x7x4). Advance Replacement 24x7x4. CWPS will use commercially reasonable efforts to facilitate the shipment of Advance Replacement parts for delivery within four hours to the location designated by CWPS, twenty-four (24) hours per day, seven (7) days per week, including local CWPS-observed holidays, if available from the manufacturer.
We also manage all hardware replacement claims for our clients. And if we determine that Onsite Support is required to replace the failed equipment, CWPS will replace and/or restore to working order all replaced equipment at no charge to the client during normal Business Hours.
In addition to hardware and software replacement, we provide Software Updates, work-around solutions or patches to reported software problems using reasonable commercial efforts.