Remote PBX Support Service

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1 Remote PBX Support Service For G-Cloud 7 September 2015

2 Remote PBX Support Service The Daisy Remote PBX Support Service provides: 24x7 access to the Daisy service desk 24x7 access to the Daisy service portal (additional cost option) The service desk provides access to the Network Operations Centre as shown below: Remote PBX Support Page 2 of 6

3 The service desk will record the incident details including: Log time Symptom details The reporting client s contact details The Configuration Items (CI) reported as the cause for an incident Initial incident classification and prioritisation The client will be given a unique system-generated incident number, to be quoted at the beginning of all further communication The incident is assigned to the Daisy ICT Operations Support team (Remote Diagnostic Group) to perform initial diagnostics via the use of a known-error database. If resolved, the incident will be re-assigned to the service desk, which will contact the client to close the Incident. If not resolved, the first-line support team assigned to the incident will be responsible for engaging second-line support resources from internal support teams to assist with the investigation and resolution of the error. Remote PBX Support Page 3 of 6

4 In the case of incidents that relate to third-party service providers, the service desk will follow the same process continuing to monitor and track the incident status in addition to recording and communicating updates to the client. Once the incident is resolved, the service desk will contact the client to confirm closure details. Where an incident is not caused by a known error, a temporary resolution is deployed and the original incident is transferred to the problem management team to resolve. 95% of calls are answered within 20 seconds. Incidents are subject to the SLA selected by the client and incident escalation is triggered by the agreed SLA. Real-time access to the management system can be provided through the Daisy portal to enable the tracking of incident progress and provide access to historical data. Daisy has over 40 field technicians in the UK and these are arranged in geographically based teams, in order that we can support our clients country-wide. These individuals are skilled and qualified to support a variety of client technologies, and comprise a core of Daisy engineers, supplemented where appropriate by Daisy s preferred maintenance partners. Our field engineers are integrated into the ICT operations and third-line practice teams, giving the flexibility to respond to all types of situation. Remote PBX Support Page 4 of 6

5 Daisy offers three levels of PBX Remote Support Service: Silver, Gold and Platinum. SLA Package Hours of Cover Initial Response (Maximum) Platinum/ Gold/ Silver Severity 1 (Critical Impact) Severity 2 (Major Impact) Severity 3 (Low Impact) Remote Response (Target) Remote Resolution (Target) Elapsed Target On Site Response (If Required) Committed Resolution 24*7 15 Minutes 0 1 Hour 0 2 Hours 0 4 Hours 0 6 Hours 24*7 15 Minutes 0 1 Hour 0 3 Hours 0 5 Hours 0 8 Hours 8.30 to 17.30, Monday to Friday (Excluding Public Holidays) 15 Minutes 0 4 Hours 0 8 Hours 0 12 Hours 0 16 Hours Where Hours = Hours of Cover and is measured from the time an incident is accepted and logged in Daisy s incident management system. Remote PBX Support Page 5 of 6

6 About Daisy Daisy Communications Limited delivers technology-enabled business efficiencies to enterprises around the world. Our customers benefit from our 40 years of experience, expertise and ecosystem of industry partners. Through our consultative approach (understand, deliver and improve) we work with our customers to explore how technology can support their business objectives now and into the future. Our portfolio includes solutions around Unified Communications and Collaboration, Enterprise Networks, Contact Centres, Cloud Services and Global Managed Services. Explore more at Daisy Communications Limited Daisy House Lindred Road Business Park Nelson Lancashire BB9 5SR +44 (0) Remote PBX Support Page 6 of 6

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