The driving force behind Xand’s success is our dedication to support. Over the past twenty years, Xand has earned a tremendous reputation for providing superior customer service.
Xand maintains a network operations center, staffed by expert technicians able to solve any problem you may have. When you call Xand for support, you will never reach a voicemail or answering service, only a live engineer. Since we own and manage our data center, Xand engineers are on-site 24 hours a day.
Xcare Support includes:
- 24x7x365 live technical support
- instant emergency response
- online trouble ticket system
- no charge for reboots or system troubleshooting
- 99.95% availability backed by comprehensive SLA
Xand
11 Skyline Drive
Hawthorne, NY 10532-2182
Phone: 914.592.8282
Fax: 914.592.3482
support@xand.com
Xand’s Service Level Agreement
Xand is committed to meeting or exceeding all Service Level Agreements we’ve established. Our standard SLAs can be modified to more accurately reflect a client’s specific requirements.
Based upon needs, we can guarantee 99.5% uptime for
- network availability (internal network and Internet connectivity)
- system hardware
- back-up facilities
- Xand’s support team will respond to all outage calls within 15 minutes. All other support issues will receive a response within 60 minutes (during normal business hours).
