The Business Situation:
It is just as important to tailor a service and support program to your business as it is to tailor the actual IT infrastructure. Meeting the technological, availability, and performance needs within the definition of a service level agreement (SLA) can only be assured when the proper support and management plan is in place.
The IT challenge:
Today’s environments are made up of a disparate array of technologies, delivered from various manufacturers and technology integrators. These environments need to work together to deliver business value as a whole. The most successful infrastructures connect the data flow from one system to another, but are individually managed as separate islands. This loose linking together of a data chain results in a set of weak links as it relates to delivering to the SLA. Additionally, the typical IT organization works with multiple service providers in support of their environments. They are left with the difficult task of coordinating trouble tickets and often managing finger pointing. As a result, the process can be repetitive, time consuming, and frustrating. Most importantly, it delays resolution of the problem.
The dcVAST approach:
dcVAST has a comprehensive suite of services to assist you in supporting complex environments. Our services are coordinated through our 24x7 Call Center, utilizing a total responsibility approach. We take ownership of problems from identification through resolution.
Our services are designed to provide optimal utilization, and levels of availability to match the requirements of the customers, complement their internal resources - all delivered within budget parameters. Our support program is designed to provide the fastest resolution time of customer issues.
Support & Management
Our Call Center is a 24x7, high touch, rapid response center. It is the focal point for maintenance and support for your IT infrastructure.
Immediate Attention
We do not have an entitlement step to pass through before support is extended. We immediately go to work on your question or problem.
Coordinated support
We provide support for operating system software, utility software, hardware, networks, storage, security, and peripherals in the context of the total environment (including their relationship to the application software). Trouble shooting is done at the systems level.
Calls Get Answered
All calls to our Call Center get answered by a Customer Service Representative, logged in our call management system, and transferred to high level Customer Engineers who have experience with your specific environment and are certified with the technologies in use.
Call Tracking and Escalation – We employ peer-to-peer and escalation to achieve call resolution in the shortest time possible. Management escalation is employed, where necessary.
Periodic Account Reviews - to assure your satisfaction.
Status Reports – We communicate the status of a problem from identification through resolution.
Software Updates – including major releases of operating system and utility software.
Hardware updates – including revisions to firmware.
Technical Support
Our staff achieves the highest levels of training and certification on all technologies we support. We look at all problems with respect to the total environment, taking ownership of any problem from beginning through resolution.
Heterogeneous, Multi-Vendor support
We provide a coordinated support program for all technologies represented in your real world computing center. We support heterogeneous environments, with a focus on UNIX, Linux, and Windows operating systems.
Contract Administration
Our goal is to simplify the service contract process by providing rapid proposal turnaround, comprehensive coverage, consolidation of contract periods and co-termination, periodic mid term true ups of coverage, and asset management.
Operations Management
We provide a complementary approach to managing the operation of your computing center. We can selectively outsource functional tasks, assist with remote management of functional tasks, and provide staff augmentation to support you during peak periods, vacations, or to add capabilities that do not exist in-house.