flex support Service Overview

Transcription

1 NTS Technology Partners introduce NTS FLEX a unique portfolio of Managed Services, Cloud and Support solutions for any business size. flex support Service Overview Version 1.1 For Further Information see flex support Service Description and SLA

2 Introduction Thank you for your interest in our NTS FLEX support services, due to the unique nature of our business, expertise and service, we can truly deliver a tailored solution that meets your exact specifications. Contents flex Options Methodology o Audit o Logging o Fix o Monitor o Maintain o Support SLA s

3 flex Options We believe that the traditional one size fits all or traditional reactive ad hoc support services often cause more problems than they solve. With this in mind we have developed a flexible range of services, balancing cost, response and support level that can be tailored by item if necessary. Our ethos is straightforward and is part of everything we do for our customers. Let us manage and maintain, so you can innovate and grow NTS Technology Partners NEXT BUSINESS DAY 4HR RESPONSE 2HR RESPONSE 8x5 flex BASE 9am to 6pm business hours coverage. Monday to Friday excluding Public Holidays 8x7 flex ADVANCED 9am to 6pm business hours coverage. Monday to Friday, and weekends excluding Public Holidays 24x7 flex PREMIUM Full coverage for 7 days a week, 24 hours a day, including public holidays AD-HOC flex On-SUPPORT Service credits bought in advance to supply ad-hoc support as and when required

4 Methodology Through our years of experience delivering technical expertise and support to our customers, we have developed a streamlined and comprehensive strategy for service delivery. Approach to Service AUDIT LOGGING NTS perform a complete audit of every device, its location and its purpose. Each item is tagged with a unique identifier and logged for asset management. Asset information is logged with: Make Model Warranty Software Application Licenses This is stored within our Service Managment System 'By balancing remote monitoring, a structured maintenance plan, and fast support, NTS keeps your business operating, stable and available' FIX We determine if any devices or areas of the systems need immediate work. A project plan is produced which is actioned to bring the sytems up to the required levels of operation MONITOR If required, we can remotely monitor the site to issue repair or maintenance proactively. This can reduce the risk of failure and downtime considerably MAINTAIN We design a plan to offer regular scheduled work: Patches Updates Upgrades Replacement This is based upon customers individual requirements SUPPORT If you need urgent help, all support tickets have an SLA response time of 2 hours. Our in house engineers work to strict processes to get things fixed in an efficient and timely manner.

5 Service Levels Depending on the type of service taken, you will be eligible for either next business day, 4 hour or 2 hour response. You may have a mix of response times if you have a bespoke service contract, with different support levels for different items. For example: Business Critical 2 HR flex PREMIUM Archive Server Non Critical NBD flex BASE. It is impossible to say that all issues can be fixed within these timescales due to the variations and unique ways different systems operate and interact. The response time is just that, the maximum time until you get a response to your support ticket. In many cases we respond far quicker than the maximum times stated. Regardless of the level and type of support, we follow a strict escalation and response system: 1. Ticket created by customer on support website 2. Immediate automated response to customer confirming creation of support ticket. 3. Engineer responds to ticket via phone and within prescribed service a. Automatic escalation to manager and customer account manager if response is outside of prescribed service by 30 minutes Automated notification of escalation to customer b. Automated escalation to director if response is outside of prescribed service by 1 hour Automated notification of escalation to customer 4. Engineer conducts fault analyses and determines source of issue and logs this within the Service Management System Target of 2 hours updates customer with any reasons for exceeding 2 hour target.

6 5. Engineer either refers to manufacturer for fix if device is under warranty or develops solution to restore service and records this within the Service Management System Target of 4 hours updates customer with any reasons for exceeding 4 hour targets. 6. Engineer contacts customer by phone and to confirm that they have permission to work on device to repair. If this is denied then work can be scheduled for a more convenient time. Engineer updates ticket to reflect this. 7. Engineer completes work- either remotely or on site, documents process and changes made within the Service Management System. Phones and s customer to notify of completion. 8. Support ticket is closed by engineer, automated is sent to customer stating service is back to full operational status. 9. Account manager contacts customer within 24 hours to confirm that systems are operating as desired and request feedback for the service received. 10. Service Credits are awarded in the rare circumstance of NTS not responding within the agreed SLA to the customer. The benefits of our investment in systems, engineering resource and years of experience enable NTS to offer a fully tailored and exceptional level of response to our customers. NTS flex support packages are available for businesses of all sizes, locations and type, speak to your account manager for further details and prices. NTS We re in this together.