Support Overview
Our Support Philosophy for india
Reactive, SLA-driven support maximizing uptime and business value
Understanding the Polystack
Service Landscape
PS CORE
Available Now
A PS core warranty forms the foundation of every enterprise server deployment, delivering essential coverage for hardware defects and critical failures from day one.
PS ENHANCED
Coming soon
PS enhanced service packs and PS SMART tiers extend core warranties, bridging the gap between standard coverage and enterprise demands with elevated protection.
PS SMART
Coming soon
Smart management tiers transform IT operations from reactive issue handling to proactive infrastructure excellence, driven by expert teams and dedicated account support.
PS CORE SERVICES
Enterprise-grade technical support built to protect your infrastructure
Remote Diagnosis
Expert technicians troubleshoot issues remotely using advanced diagnostic tools and comprehensive knowledge bases
On-Site Repair
Certified field engineers are dispatched to customer locations with the necessary replacement parts and technical expertise.
Software Support
Technical firmware assistance updates, for driver compatibility, and software configuration challenges.
Coverage Options
Flexible service windows including Next Business Day, 24×7 support, and 6-hour call-to-repair commitments.
PS CORE OVERVIEW
Operational support service providing expert-led assistance, faster access to specialists, and a digitally enabled support experience.
PS CORE Service Levels
- Basic
- Essential
- Critical
PS CORE SLA Commitments
- 15-minute response for Critical incidents
- 24x7 access to TAC
- On-site hardware support, where applicable
- Call-to-repair commitments
Each tier offers increasing response speed and proactive guidance.
PS CORE SERVICE LEVEL AGREEMENTS
Basic SLA - Business-hour support
- Remote Support Coverage
9 hours per day during Polystack standard business hours (excluding weekends & holidays) - Severity-1 Response
4-hour callback - Severity-2 & 3 Response
Next coverage day if received outside business hours - Phone Access
Callback-based (no direct line) - On-Site Support
Next business day during standard business hours - Incident Handling
Outside-hour tickets acknowledged next business day
ESSENTIAL SLA -24×7 production support
- Remote Support Coverage
24×7 including Polystack holidays - Severity-1 Response
30-minute callback - Severity-2 & 3 Response
1-hour response - Phone Access
Direct access to tech specialists - On-Site Support
24×7 coverage - Incident Handling
Hardware replacement service within next business day including polystack Holidays
CRITICAL SLA: Mission-critical infrastructure
- Remote Support Coverage
24×7 including Polystack holidays - Severity-1 Response
15-minute callback - Severity-2 & 3 Response
1-hour response - Phone Access
Direct access to tech specialists - On-Site Support
24×7 coverage - Hardware Call-to-Repair
Hardware replacement service within 6 hours for Severity 1 & 2 issues in selected pincodes. - Outage Management
Priority incident recovery specialists for business-impacting outages
PS CORE
SUPPORT
WORKFLOW
Polystack’s customer-facing support process is built to deliver complete transparency and accountability at every stage. With SLA-driven response times, end-to-end ticket tracking, quality-assured resolutions, and clear, proactive communication, customers always know what is happening, when it will be resolved, and how their issue is being handled—ensuring a reliable, professional, and stress-free support experience.
Part Replacement Process
End-to-end parts management and service delivery process