How urgent support works
Your incident goes straight to the technical team that will fix it, with no intermediaries, which is why we can get to work within minutes.
Now
Incident registration
You fill in the form and accept the service terms, which opens the emergency ticket.
< 15 min
Immediate contact
Our technical team gets in touch, sets up a video call on Google Meet or Zoom and, if you allow it, logs in to the affected systems.
Once fixed
Resolution and invoice
With the issue resolved, you receive a detailed invoice based on our urgent service rates.
What the urgent systems service covers
We are an IBM Business Partner and a Canonical, Red Hat and SUSE partner.
Hardware
Infrastructure
Cannot see your system on the list? Give us a call and we can talk it through.
Call +34 911 98 02 43Initial support rate
for the first four hours, no prior contract
for each additional hour. If more time is needed, we always check with you before carrying on.
It includes personalised attention with no intermediaries and an immediate call or ticket, so your systems are down for as short a time as possible. Invoices are issued during business hours.
Frequently asked questions
What people usually ask before opening a ticket.
How much does urgent systems support cost?
The first four hours are charged at a flat rate of €1,450. If the fix takes longer, each additional hour is billed at €290, and we check with you before carrying on.
How quickly do you respond?
Our technical team gets in touch within 15 minutes of you opening the ticket, at any time of day and on any day of the week.
Do I need an existing support contract?
No. The emergency support agreement comes into effect when you submit the form and accept the terms, which you can read in full next to the form.
How do you access my systems?
We set up a video call on Google Meet or Zoom and work with whatever access you grant us, always within your security and confidentiality agreements.
Which systems are covered?
IBM Power servers and IBM Storage; the AIX, IBM i, Ubuntu, Red Hat and SUSE operating systems; and OpenStack, Kubernetes, Proxmox, Ceph and GPFS / IBM Storage Scale infrastructure.
Which languages do you work in?
Spanish, English and French, 24 hours a day, 7 days a week.
When do I pay?
Once the issue is resolved we send you the detailed invoice, issued during business hours.
Open an emergency ticket
Tell us which hardware or infrastructure is affected and what is happening, in as much detail as you can. Submitting the form opens the ticket, and our technical team gets in touch within 15 minutes.
Or call+34 911 98 02 43Urgent systems support
Urgent systems support terms
This Emergency Support Service Agreement ("Agreement") is entered into between SIXE Soluciones SL ("SIXE") and the entity or individual submitting the Emergency Support Request Form ("Client").
1. Scope of Services 1.1 SIXE agrees to provide emergency support services ("Services") for critical systems in:- Hardware (HW): IBM Power, IBM Storage
- Operating Systems (OS): AIX, Red Hat, SUSE, Ubuntu, IBM i
- Infrastructure: OpenStack, Kubernetes, Proxmox, Ceph, GPFS / IBM Storage Scale
1.2 The Services include initial assessment, troubleshooting, and resolution of critical issues in the specified technologies.
2. Process 2.1 The Client must submit an Emergency Support Request Form with details of the issue. 2.2 Upon receiving the form and accepting the terms, a support ticket will be automatically generated. 2.3 SIXE will contact the Client immediately to arrange a Meet session (Google/Zoom) and obtain necessary access to the affected systems, if permitted by the Client.
3. Payment 3.1 Initial support fee: For the first four (4) hours of support, the Client will pay a flat rate of €1,450 (excluding VAT). 3.2 Extended support: If the issue requires more than four (4) hours to resolve, each additional hour will be billed at €290 (excluding VAT). 3.3 SIXE will issue an invoice during business hours. The Client agrees to pay the invoice according to the payment terms specified therein.
4. Client Responsibilities 4.1 The Client agrees to provide accurate and complete information about the issue when submitting the Emergency Support Request Form. 4.2 The Client must ensure that SIXE's support team has the necessary access to the affected infrastructure to diagnose and resolve the issue, subject to any security and confidentiality agreements.
5. Term and Termination 5.1 This Agreement will take effect upon the Client's submission of the Emergency Support Request Form and acceptance of the terms. 5.2 Either party may terminate this Agreement by written notice if the other party fails to remedy any material breach within thirty (30) days of receiving written notice of such breach.
6. Limitation of Liability 6.1 To the extent permitted by Spanish law, SIXE will not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits or revenue, incurred by the Client or any third party. 6.2 SIXE's total liability under this Agreement will not exceed the total fees paid by the Client for the Services.
7. Miscellaneous 7.1 This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements or understandings, whether written or oral, related to the subject matter herein. 7.2 This Agreement will be governed by and construed in accordance with the laws of Spain. 7.3 Any dispute arising out of or in connection with this Agreement will be resolved in the courts of Spain. 7.4 If any provision of this Agreement is deemed unenforceable, the remaining provisions will continue in full force and effect.
