Every system shipped from Blackcore HQ has been extensively tested and engineered to perfection. Even though our systems are ultra-reliable, in the world of hardware things can go wrong; these services ensure that we are there for you if it does. That being said our failure rate is exceptionally low, these services are for your peace of mind. We work with you at every stage to ensure we build systems and SLAs best suited to your requirements. We understand that our overclocking practices and exceptional system performance come at a cost, which could occasionally lead to a system failure. If you encounter an issue our professional support team is on hand to ensure your downtime is as minimal as possible.
This article outlines our range of support service packages, starting with our complimentary Standard Service to our exclusive Platinum Service.
The Standard Service
The Standard Box Swap service means that when you report a system issue which we cannot fix remotely - we will dispatch a replacement as soon as one is available. All clients are required to send the faulty system back to Blackcore HQ, for us to analyze and diagnose the issue. We believe in quality and have such confidence in our systems that we provide this two-year warranty as standard.
The Gold Service
The Gold Box Swap service provides a pre-built matching (bare bones) system held at our manufacturing and dispatch facility, which will be dispatched within 24 hours of our team confirming the issue. To qualify for this service, you must order a minimum of 10 systems. We will build a replacement system to replace the bare bones unit held at HQ. All clients are required to send the faulty system back to Blackcore HQ, for us to analyze and diagnose the issue. This service also includes our 2-year support package.
The Platinum Service
The Platinum Box Swap service provides you with the utmost peace of mind and the fastest possible return to service. To achieve this, we supply a spare (bare bones) machine to be held at your site, ready to swap in, on the rare occasion of system failure that cannot be repaired remotely. The faulty system can then be removed from service, and we will dispatch a direct replacement from stock held at our HQ, within 72 hours. Usually, this service would require a minimum order quantity of 20 units, however, we pride ourselves on our flexibility and are always happy to have a conversation around any specific circumstances and requirements you may have. This service also includes our 2-year support package.
We’re always happy to start with a blank sheet of paper and listen to our client's requirements to ensure we deliver precisely what our clients desire. We can create entirely bespoke SLAs for clients, including rapid fix arrangements and a range of pre-delivery services to ensure that deployment runs smoothly.
Talk to your account manager or email [email protected] today to learn more.