ICD Assist+ Remote Support — Multi-Vendor Server Support Subscription
ICD, an enterprise server parts and services company based in Cairo, Egypt, since 2005, provides ICD Assist+ Remote Support.
Multi-vendor remote support and subscription support with Silver, Gold, and Platinum coverage on 1, 2, or 3 year terms.
ICD Assist+ gives your team direct access to ICD senior engineers for diagnosis, configuration and troubleshooting across your server estate — without waiting for an on-site visit. It works alongside an existing OEM warranty, and it fits teams who handle their own hardware but need senior escalation when something does not add up.
What ICD Assist+ Covers
Assist+ is remote engineering capacity, sold as a subscription. Your engineers get a direct line to ours across every platform we support — Dell PowerEdge, HPE ProLiant, Lenovo ThinkSystem, Cisco UCS, IBM System x, Supermicro, and enterprise storage from Dell EMC, NetApp, HPE and Pure Storage.
- Direct access to ICD senior engineers
- Fault diagnosis and root-cause analysis
- Configuration, firmware and BIOS guidance
- Escalation support during live incidents
- Health reporting on the covered estate
Coverage Tiers
Three tiers, each available on a 1, 2 or 3 year term. The tier sets how fast we answer and how wide the coverage window runs.
| Silver | Gold | Platinum | |
|---|---|---|---|
| Response time | 8 hours | 4 hours | 2 hours |
| Coverage window | 8×5 (Sun–Thu, 09:00–17:00) | 24×7 | 24×7×365 |
| Remote response | 60 min | 30 min | 15 min |
| Health monitoring | Monthly report | Proactive | Real-time |
| Term options | 1 / 2 / 3 year | 1 / 2 / 3 year | 1 / 2 / 3 year |
Which Tier Fits
- Silver — business-hours estates where downtime is disruptive but not critical, and your own team covers first response.
- Gold — production systems that run outside office hours and need an engineer reachable around the clock.
- Platinum — always-on infrastructure where fifteen minutes matters, with real-time monitoring on the covered estate.
What Is Not Included
Assist+ is remote engineering. It does not carry parts or on-site labour — those sit with ICD Care+ and ICD Pro+ respectively, and the three combine cleanly on one agreement.
- Replacement parts and on-site labour
- Consumables and wear items beyond rated life (batteries, backup media)
- Operating system and application software support
- Data backup, recovery or migration
- Physical, accidental, electrical or environmental damage
- Failures caused by non-ICD parts or unauthorised modification
- Site relocation
Before Coverage Begins
Coverage starts after an ICD health assessment of the systems to be covered. Any component found defective or already end-of-life at assessment is excluded until it is repaired or replaced. This keeps the agreement honest on both sides — we are not covering a fault we inherited, and you are not paying for coverage that would not have paid out.
How Assist+ Works With Care+ and Pro+
- ICD Care+ — hardware maintenance with parts and SLA
- ICD Parts+ — pre-positioned spare parts
- ICD Pro+ — engineers dispatched to your facility
- ICD Assist+ — remote engineering capacity on subscription
Most customers run Assist+ alongside Care+ so that remote diagnosis happens first and a part or an engineer is only dispatched when it is genuinely needed.
Request Assist+ Coverage
Get a free infrastructure audit and custom proposal. Our team responds within 24 hours.
Frequently Asked Questions
Does the remote support subscription include replacement components or on-site labour?
No, Assist+ is remote engineering only and does not carry replacement components or on-site labour; those sit with Care+ and Pro+, and the three combine cleanly on one agreement. Operating system and application support, data backup or migration, and site relocation are also excluded.
Can this remote support run alongside an existing OEM warranty?
Yes, it works alongside an existing OEM warranty and suits teams who handle their own hardware but need senior escalation. Your engineers get direct access to senior engineers for fault diagnosis, root-cause analysis, configuration, firmware and BIOS guidance, plus escalation support during live incidents and health reporting on the covered estate.
Why is a health assessment required before coverage begins?
Coverage starts only after a health assessment of the systems to be covered, and any component found defective or already end-of-life is excluded until it is repaired or replaced. That keeps the agreement honest on both sides: no inherited fault is covered, and you do not pay for coverage that would not have paid out.