• Standard: Timely resolution of technical issues, errors, or malfunctions through a structured incident management process to dispatch technicians to your location for hands-on troubleshooting and repair.
• First Available: For faster response times, the “First Available” option aims to resolve issues within an average of 3 business days.
• Emergency Response: When time is crucial, Emergency Response service minimizes current downtime and service outages; it prioritizes urgent situations.

• • 24/7 availability: This service prioritizes response times and proactive incident management. The goal is to minimize downtime and quickly restore service functionality.
  • Disaster Recovery: Disaster Recovery involves developing detailed procedures, responsibilities, and resources for recovering critical systems and data in a disaster.
  • Customer-Prescribed Service Level Agreements (SLAs): Select your preferred A-la-carte SLAs between Mercury Tech Partners and Customer. These SLAs outline specific performance metrics, responsibilities, and expectations to ensure a timely and effective emergency response.

Depot Services involve preparing hardware, software, and other components for infrastructure deployment in a controlled environment before they are implemented in the production environment.

• Staging and Configuration: We establish a dedicated environment that mirrors your production environment as closely as possible for testing, configuring, and validating potential risks.
• Warehouse Services: You don’t have to manage the logistics and distribution of technology assets, we’ll take care of everything, including storing, managing, and distributing technology assets in a centralized and secure, controlled storage facility.
• Space in the Air Express Shipping: Get fast and reliable, service for time-definite delivery of shipments when you leverage our air transport and expedited handling processes for urgent shipments, high-value items, and shipments with tight delivery deadlines.

Scheduled Planned Maintenance ensures the reliability, availability, and longevity of infrastructure and systems by proactively addressing and preventing maintenance needs and minimizing the risk of unplanned downtime for costly repairs.

• Testing, Troubleshooting, and Evaluation: To systematically ensure your solution meets specified requirements and performs as expected. we diagnose and resolve any issues encountered and assess the solution’s effectiveness, efficiency, and suitability in meeting objectives.

White Glove Service is a premium, offering a high degree of customization and hands-on support experience, working closely with the customer to meet their unique needs and preferences and assigning a dedicated project manager to oversee all aspects of a project.