Service Delivery Methods

Benefit from our mastery of seamless and flawless Service Delivery!

We partner with F5 partners who sell F5 equipment and licenses to end-customers but do not have the necessary skills to engage in the
post-sales deployment. In other words, it’s a win-win-win proposition – we profit from pleasing end-customers with our seamless and flawless service delivery, while both partners and customers reap the benefits of strengthening the bonds with each other post-sales.

ADC On Demand

The best bang for your customers buck is through our ADC On Demand subscription service. The benefits of subscribing as compared to our project-based delivery method are a reduced hourly rate and resource engagement lead-times. There are 2 options for the ADC On Demand service: ADC Support and ADC Bank.

 

ADC Support

Monthly subscription-based F5 support with preferential rates that can be used for emergencies break-fix, scheduled consulting, and after-hours support.  ADC Support can be purchased in groups of 25, 50, and 100 hours. With ADC Support you have access to our Emergency On-call Hotline for expert level troubleshooting support.

ADC Support is available in two contract levels according to the contract period.  Remaining hours from the previous month can rollover a single month only.

ADC Support includes the following services without the consumption of hours.

 

Services included in ADC Support
  • Reporting Abnormal Performance patterns
  • Reporting Abnormal Traffic patterns
  • Monthly usage and performance reports
  • Unlimited Reboots
  • One minor operating system upgrade per year
  • Configuration Backups
  • Two hotfixes per year
  • Two security vulnerability upgrades per year
  • Notification for expiring certificates
 

ADC Bank

ADC Bank includes a pre-purchased number of hours that can be used anytime within a year of purchase. Can be purchased in banks of 25, 50 or 100 hours.

 

ADC Hour Consumption

ADC On-Demand hours are consumed as follows:
Lead time
Hours Included
Description
Scheduled support
1x
Support will be scheduled to the nearest available date.
Urgent support Regular Time
2x
Support will be provided on the spot, during regular time (EST).
Urgent support Over Time
3x
Support will be provided on the spot, after hours, weekends, and holidays (Canadian calendar).

If you are not currently a subscriber to our managed service but still require emergency support, please call 1(888) 308.3631. You will have access to immediate support for any afterhours emergency incident/break-fix or during work-hours emergency or critically delayed project-style engagements.

If you decide within sixty days of your emergency engagement to subscribe to our managed service, we’ll credit you back a percentage of your emergency fees into your contract.

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