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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 needs, availability needs 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 typically 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 and 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 that SLA.
The dcVAST Approach
We have a comprehensive suite of services to assist you in supporting difficult environments. Our services are coordinated through our Call Center, utilizing a total responsibility approach. We take ownership of problems from identification to resolution.
Our services are designed to provide optimal utilization, levels of availability to match the requirements of the customers and compliment their internal resources – all delivered within budget parameters.
Support and Management Services
Our Call Center is a 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, 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 engineers who have experience with your specific environment and are certified with the technologies in use.
Call Tracking and Escalation – including assistance from the manufacturer, if necessary.
Periodic Account Reviews – to assure satisfaction.
Status Reports – we communicate the status of a problem from identification to resolution.
Software updates – including point releases and major releases of operating system and utility software.
Hardware updates – including all revision levels to firmware.
Our support program is designed to provide the fastest resolution time of issues:
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 to 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 focusing in UNIX, Linux and Windows operating systems.
Contract Administration
Our goal is to simplify the service contract process, 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 complimentary approach to managing the operation of your computing center. We can selectively outsource functional tasks, assist with remote management of functional tasks, provide staff augmentation to support you during peak periods or add capabilities that do not exist in-house.
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