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Tier 3 Technical Support for Enterprise Infrastructure

Tier 3 Technical Support for Enterprise Infrastructure

When the problem goes beyond conventional support, experience makes the difference.

RUKAM ON-KOMMAND is a specialized technical support service for companies that need to resolve complex issues involving servers, storage systems, switches, virtualization, and Enterprise infrastructure.

With experience in technology and IT infrastructure since 1995, Rukam provides diagnosis and resolution of failures that require advanced technical expertise, especially in situations that go beyond conventional support levels.

Our objective is simple: understand the problem, identify its root cause, and find the safest path to restore the environment.

Tier 3 Support

Tier 3 represents the advanced level of technical support, designed for complex, critical, or high-priority issues that are typically not resolved by Tier 1 and Tier 2 support levels.

ON-KOMMAND support may include:

  • Advanced diagnostics and root cause analysis
  • Critical server and infrastructure failures
  • Servers, storage systems, and networking equipment
  • RAID, drives, controllers, and storage subsystems
  • Operating systems and virtualization environments
  • Firmware, drivers, and hardware compatibility
  • Integration between different equipment and systems
  • Upgrades, migrations, and infrastructure projects
  • Recovery and operational continuity
  • Development of solutions and workarounds for unusual situations
  • Interaction with manufacturers and suppliers when necessary

When necessary, support may involve the combined analysis of hardware, firmware, operating systems, virtualization, and infrastructure, avoiding the isolated treatment of issues that may originate from different layers of the environment.

Experience When the Problem Isn't Obvious

Simple problems usually have simple answers.

The real challenge begins when the server is running, but not as it should; when an apparently compatible component is not recognized; when an update causes unexpected behavior; or when different equipment, systems, and technologies need to work together.

This is precisely where hands-on experience makes the difference.

Severity Classification

Each case can be classified according to its operational impact:

SEVERITY 1 — CRITICAL
Critical impact, total outage, or essential service unavailable.
SEVERITY 2 — HIGH
Significant impact on business operations.
SEVERITY 3 — MODERATE
Limited impact without critical interruption to operations.
SEVERITY 4 — LOW
Requests, questions, planning, or issues with no immediate operational impact.

ON-KOMMAND DEFCON

Five readiness levels. An SLA aligned with the criticality of your operation.

ON-KOMMAND uses five levels to define priority, availability, and response time.

Service levels, support hours, coverage, and response times are defined according to the contract and SLA (Service Level Agreement) established with each customer.

DEFCON 5 — NORMAL READINESS

8x5 | Up to 7 Days

Requests with no immediate operational impact, planning, analysis, and scheduled activities.

DEFCON 4 — ELEVATED READINESS

8x5 | Up to 2 Business Days

Situations with limited operational impact where the environment remains functional but requires technical intervention.

DEFCON 3 — HIGH READINESS

8x5 | NBD — Next Business Day

Issues with relevant operational impact requiring priority support and advanced technical diagnostics.

DEFCON 2 — CRITICAL READINESS

24x7 | Response Within 8 Hours

Situations involving severe impact, partial service outage, or significant risk to business continuity.

Available under a specific contracted SLA.

DEFCON 1 — MAXIMUM READINESS

24x7 | Response Within 4 Hours

Critical situations, total service outage, or events with direct impact on essential business services.

Available under a specific contracted SLA.

Important: the levels, response times, and service options described above represent available RUKAM ON-KOMMAND service levels. Coverage, availability, scope, support hours, and response times are established in each customer's contract and SLA.

When Should You Call Tier 3?

When your team has already performed the basic checks, analyzed logs, restarted services, updated drivers, tried conventional solutions, and the problem still persists.

That's when ON-KOMMAND makes sense.

Your problem doesn't need another support call.
It needs the right solution.

When infrastructure is critical, trial and error can mean more downtime, more risk, and higher costs.

RUKAM ON-KOMMAND puts advanced technical expertise at your company's disposal precisely when it is needed most.

RUKAM ON-KOMMAND
Tier 3 Support • Enterprise Expertise • Since 1995

CONTACT OUR TEAM