Flexible Response Times Built Around Your Infrastructure
When uptime matters, response time matters.
Epoka TPM offers many configurable Service Level Agreements, allowing you to align coverage, response speed, and spare-parts logistics with the criticality of each system - across servers, storage, and networking.
You choose the level of protection. We ensure delivery.
Choose Your SLA Coverage Window
Choose the support hours that match your operational needs.
Examples
24x7: Around-the-clock support
9x5: Business hours support
Choose Your
Response Time
Define how fast you want us to react.
Examples
4H: Priority response and delivery
NBD: Next Business Day response
Choose Your Service Scope (Action Time)
Select the service components you want included.
Examples
Spare Part Management, Remote Support, On-Site Field Service, Full Support, Custom build
An SLA defines how quickly incidents are handled. But response time alone does not ensure reliability. What truly matters is how support is delivered.
With Epoka TPM, every SLA combines structured remote diagnostics, controlled spare-parts management, and coordinated on-site field service. Together, these elements ensure that incidents are identified accurately, parts are available when needed, and engineers are dispatched in alignment with agreed response targets.
This approach provides predictable performance and minimizes operational disruption.
What Your SLA also Includes
An SLA is more than a response window. It is supported by three integrated service components that ensure predictable and professional delivery.
Remote Support
Every incident begins with structured remote diagnostics handled by experienced L2–L3 engineers. Immediate troubleshooting ensures accurate fault identification and reduces unnecessary dispatch.
Remote support is available according to your selected SLA coverage window, whether 24/7 or business hours.
This approach accelerates resolution and ensures that on-site intervention, when required, is efficient and prepared.
Remote support accelerates resolution and ensures that on-site intervention, when required, is efficient and prepared.
Stable parts availability is one of the key factors behind dependable SLA performance.
Spare Parts Management
Fast response depends on reliable spare-parts availability.
Epoka secures tested and certified replacement components through strategic forward stocking and global logistics coordination.
Spare-parts strategy is aligned with your SLA tier to ensure predictable replacement timelines and minimal operational disruption.
On-Site Field Service
When hardware intervention is required, certified local field engineers are dispatched according to the agreed SLA response time.
Field service includes coordinated spare-part delivery, structured escalation if needed, and resolution tracking through the Epoka Service Hub. This ensures transparency and full visibility from incident registration to confirmed resolution.
Your SLA defines when support arrives. Our service structure ensures how reliably it is delivered.
Managing your infrastructure has never been easier
Say goodbye to scattered spreadsheets and disconnected workflows.
The Epoka Service Hub brings all your maintenance activities together and creates a simple overview.
Access to the Service Hub is included with every Epoka TPM contract, giving you real-time visibility, automation and complete IT lifecycle.
Not every system requires the same level of protection.
Our TPM specialists will review your environment and help you define the SLA structure that matches your operational priorities and risk profile.
ISO Certified:
ISO 9001, ISO 14001, ISO 27001, ISO 45001
Senior Key Account Manager
Senior Key Account Manager
