Remote
Dial in Support
In
many circumstances faults can be very quickly established and cleared
if we have remote dial in and management access. On average calls
can be cleared in a fraction of the time, as many issues are reset
or configuration changes, which ultimately do not necessarily require
an engineer to site.
This
upgrade option can be added to all contracts and is included as
standard in all Platinum support contracts.
On
Line Partner Logging & Tracking System
All
IP-VANTAGE channel partners using Silver IP-VANTAGE support and
above packages. Have access to our on-line logging and tracking
facility as standard. Via our web partner login on the www.ip-people.co.uk
home page, fault calls can be logged and tracked as and when they
are placed. Each engineer or help desk entry will be e-mailed directly
to the named customer contact, keeping you fully aware of how the
fault is progressing.
Our
partner area will also allow you to view any previous fault or fault
history via the Internet, providing you with detailed information
to pass to the customer.
Standard
& Enhanced contract cover
As
with most customer requirements our Silver IP-VANTAGE support contracts
are designed to offer a full cover package during normal working
hours. However a range of out of hour’s options are available across
the support offering to enhance the service to the end user. These
range from an increase in the normal working day right through to
a fully comprehensive 365/24/7 offering.
Customer
Response Times
Most
support organisations consider an engineer response to be a returned
call to the customer or response from a fully qualified call. At
IP-VANTAGE all of our quoted response times are from the second
the call is logged with our TAC help desk. All calls are logged
via our on-line and partner accessible tracking system and each
TAC support engineer entry is time and date stamped. If you have
access to this system automatic e-mail updates will be sent to your
named customer contact as each entry is made, giving you full and
immediate visibility of any potential customer issues.
TAC
– Technical Assistance Centre
Any
Silver, Gold or Platinum IP-VANTAGE support contract, gives you
and your users access to TAC support.
Our
TAC engineers are on hand to offer support advice, configuration
information and can help end users quickly establish where their
networking problems are likely to be. With TAC support we can usually
get our customers back up and running with minimum effort and without
the need for an engineering visit.
With
both Gold & Platinum IP-VANTAGE support a dedicated TAC engineer
is allocated to the contract to ensure continuity of support to
the user. Platinum cover also provides an on-site TAC quarterly
review meetings and a follow up report for the user to address potential
network areas of concern and enhance network usability.
Software
Cover
Software
cover is inclusive in Gold and Platinum IP-VANTAGE Support offerings
and ensures that any upgrades or bug fix’s in later versions of
product code are available on request to the end user FOC.
Dedicated
Account Management
As
part of our partner support programme all IP-VANTAGE partners have
a dedicated sales account manager who is available to attend customer
meetings to help, advise and specify product and support solutions
for you and your customers in order to maximise your sales margin
opportunity.
2 Hour response Contracts
IP-VANTAGE
can offer in limited geographical locations, a two-hour response
contract. These contracts are not standard and require site location
and equipment approval before quotation. |
