IT Maintenance and Support Levels

SMS offers all of the standard IT maintenance and support levels required by most businesses such as mission critical, 2-hour response, and will also work with you to create a tailored maintenance and support solution to fit your exact business requirements. This level of customization ensures you get the most from your IT assets and your IT budget.

SMS strictly adheres to all contracted SLAs. If required, account reviews will be scheduled to review our SLA adherence and overall performance at regular intervals of your choosing.

When evaluating hardware service levels, businesses should consider:

  • Systems used to run critical business functions that require a high level of availability
  • System downtime that can cause serious problems for users
  • System outages that can affect your relationship with your clients or suppliers.

Tailored IT maintenance ensures mission critical IT support while reducing cost.


If you are looking for a customizable portfolio of aggressively priced same day and next business day response services, then look no further. Thousands of clients around the world use SMS to fulfill their mission critical IT maintenance and support requirements.

Below are the standard IT maintenance and support levels we offer. If you do not find the level of protection you require, give us a call. We will work with you to customize a solution to your exact needs.

Mission Critical Support Option 1: 24x7 Coverage / 2 Hour Response

This mission critical service level provides a same day, 2-hour response, and includes on-site sparing for critical IT assets that have elevated failure rates. This mission critical service level may also come with an assigned field engineering resource.


Mission Critical Support Option 2: 24x7 Coverage / 4 Hour Response

This mission critical service level provides a same day, 4-hour response. When your Field Engineer arrives on-site, he/she will have HotSpares parts in-hand, enabling rapid repair times.


Critical Support: 12x5 Coverage / 4 Hour Response

This critical service level provides a same day, 4-hour response within the 12-hour calling window of 8 a.m. to 8 p.m.


Premium NCD Support: 9x7 Coverage / Next Calendar Day Response

This premium NCD service level provides a next calendar day response within the 9-hour calling window of 8 a.m. to 5 p.m.


Premium NBD Support: 9x5 Coverage / Next Business Day Response

This premium NBD service level provides a next business day response within the 9-hour calling window of 8 a.m. to 5 p.m.


Shared Support: 9x5 Coverage / Next Business Day Response, Parts Only

This shared service level is a perfect solution for businesses that self-maintain, utilizing their in-house IT staff. Required parts are delivered on-site, on the following business day, within the 9-hour calling window of 8 a.m. to 5 p.m.