within 30 min
for the first response
HS-Care plans
Coverage for server, storage, desktop, monitor and connectivity, with remote support, software updates and alert monitoring according to the package. Check the coverage of your unit by serial number on the warranty lookup.
| Coverage | HS-Care Basic | HS-Care Standard | HS-Care Premier |
|---|---|---|---|
| Hotline | 9x5 | 9x5 | 24x7 |
| Parts shipment | 9x5xNBD-S (next business day, parts shipment only) | 9x5xNBD | 24x7 |
| On-site service | - | 9x5xNBD (technician on site within 1 business day) | 24x7 |
| P1/P2 severity | as per plan | as per plan | 24x7x8H or 24x7x4H |
| P3/P4 severity | 9x5xNBD-S | 9x5xNBD | 9x5xNBD |
| Parts replacement and on-site problem analysis | - | business hours | 24x7 |
9x5 = business hours, business days. 24x7 = every day, 24 hours. NBD = next business day. NBD-S = part shipped on the next business day, with no on-site technician. 4H/8H = technician on site within 4 or 8 hours, as per contract.
From alert to resolution: a closed loop
Service starts with 24x7 monitoring (SNMP, alarms, syslog) or with your ticket, and only ends with validation, a technical report and a service report signed by you.
- Detection 24x7 monitoring or a ticket you open (portal, 0800, WhatsApp)
- Ticket logged in the ITSM triage and remote diagnosis
- N1 - Field technician on-site service with the spare part in hand
- N2 - NOC specialist support for the field technician
- N3 - Engineering root cause analysis
- N4 - xFusion global engineering (TAC) escalation straight to the manufacturer
- Closure customer validation, technical report and signed service report
Operational commitments
Our support operation works with service level commitments defined in a quality manual: first response within 30 minutes, first-call resolution above 95%, SLA compliance above 98% and customer satisfaction above 90%, with structured communication throughout the case - at high severity, an update every 15 minutes.
above 95%
first-call resolution
above 98%
SLA compliance
above 90%
customer satisfaction
Service level commitments defined in the quality manual of the support operation.
Our own network, from one end of Brazil to the other
Nationwide support network with technical bases and regional parts stock in every region of the country, including senior specialists resident outside the South and Southeast. Service desk over 0800, WhatsApp and web portal, with 24x7x365 operation exclusive to active HS-Care contracts.
- 140
- in-house field technicians
- 80
- parts warehouses
- 3.570+
- cities served
- 27
- states with parts shipment and on-site service
- 24x7x365
- service desk for active HS-Care contracts
Technical bases by region
- Southeast 56 bases
- Northeast 38 bases
- South 24 bases
- Central-West 13 bases
- North 9 bases
Part in stock in Brazil, fast replacement on site
The spare part comes from the regional stock, already available here in Brazil, and the on-site replacement is performed by our own technician. When a component fails, the replacement uses the stock of your own region, with no waiting line for the unit to be back in operation.
We keep regional stock of the critical FRUs - power supplies (PSU), memory (DIMM), drives, motherboards and fans - with on-site replacement performed by our own technician. The cycle is managed end to end: parts list planning per project, purchase, receipt at the central warehouse, distribution to the regional warehouses, local consumption in the RMA and return of the faulty part to xFusion for warranty replacement.
Critical FRUs in regional stock
- Power supplies (PSU)
- Memory (DIMM)
- Drives
- Motherboards
- Fans
On-site replacement by our own technician, with the faulty part returned to xFusion for warranty exchange.
The warranty chain never leaves Brazil
The warranty is delivered in Brazil by the same organisation that manufactures: RMA and repair at the Palhoça/SC plant. Active HS-Care contracts include a 24x7 service desk over web, phone and e-mail, and the coverage of any unit can be checked by serial number.
Deployment with method: from survey to handover
Server projects follow a formal statement of work in three stages, and every visit closes with a Technical Service Report signed by the customer.
S1
Survey and technical inspection
Site inspection: access, rack, power, cooling, flooring and grounding. Delivers a photographic report, a full checklist and a feasibility opinion (suitable, suitable with adjustments or unsuitable), signed by the site owner.
S2
Physical installation
Positioning per layout, rails, PDUs with circuit balancing, electrical measurement before power-up and cabling labelled at both ends. Signed handover form.
S3
Logical installation
Initial provisioning, password change, management interfaces, firmware upgrade, licences, NTP/DNS/SMTP/SNMP, RAID and validation of raw and usable capacity. Handover with no alarms, with evidence and signature.
Technicians follow a mandatory best practice manual: identification, confidentiality agreement and compliance with the Brazilian data protection law, pre-dispatch checklist with ESD wrist strap and approved tools, ISO 9001 aligned audits and a satisfaction survey after every visit.
This entire network behind your next server
Build the configuration in our configurator, with automatic compatibility validation, and receive the formal quotation within 1 business day. If you prefer, talk directly to a specialist.