Maintenance Contracts

Products and Services

The National Association of System Administrators (NASA) has been offering reliable, cost-effective system maintenance since CEO John Blanchard, a former IBM® support center contractor, founded the company in 1994. NASA originally offered support only for IBM RS/6000®, but in the past decade the company has expanded its offerings to include operation system support for the entire IBM product line, Sun® Systems, Compaq/DEC®, HP, StorageTek®, DELL®, EMC® and all peripherals.

NASA’s standard maintenance contracts include the following services:

• Operating system support for IBM AIX®, OS/400®, Sun® Solaris™, HP-UX™ and Linux™


• Real-time system monitoring across all platforms


• Initial call live transfer to technical support personnel 24x7


• Customer-defined service level agreements (SLAs)


• Automatic call escalation


• Patch management


• Customer access to Web-based call submission and tracking


• Support for OEM (original equipment manufacturer) unsupported equipment


• System audits for hardware, operating system software and micro-code levels


• Equipment relocation


• Disaster recovery testing


• Error-free billing


• Computerized call tracking of service requests


• Proactive notification of patches and fixes


• Continually evaluated and updated spare parts stocking on-site, with additional parts stored at local or regional depots


• NASAWatch™, a system management tool that continuously reports on the operational state of customers’ systems to maximize system availability

Clients can access NASA’s Customer Call Center 24 hours a day, seven days a week at the toll-free number, (800) 724-9692. A client who is not connected to a service technician immediately will receive a telephone call from one within 15 minutes. Customers can also use NASA’s web-based customer portal, NASAConnect™, to request service. A service technician will telephone the customer within 15 minutes after the request is submitted.

NASA also has three private airplanes and pilots available to take parts and NASA’s team of technical specialists and field service engineers on-site in the event of a serious service disruption.

NASA is headquartered in Crystal Lake, Illinois, and has technical specialists located in the following cities:

NASA is a member of the Association for Services Management International (AFSM International), ISO 9001:2000 Certified and GSA Schedule holder; Contract # GS-35F-0728R. NASA is also a member of the McHenry County Economic Development Corporation.