The Business Situation
Information Technology (IT) is becoming an increasingly more important component in the operating of businesses today. IT is critical in the creation, protection, and distribution of information for all aspects of a business, including its customers and suppliers. Without that support, businesses can literally stop functioning. As a part of the IT infrastructure, Symantec software is employed to manage and guarantee that systems are available for use, and are performing to expected levels. Symantec products also ensure that the environment is protected from external and internal threats, and that the date is secure, accessible, and available for use by applications. As IT grows, it is important to control operational costs, including those related to software support and staffing for the administration, management, and evolution of the computing environment. SMB companies are looking for ways to control or reduce IT infrastructure support and management costs, which accounts for nearly 40% of their total IT budget.
The IT Challenge
IT departments are constantly asked to do more with fewer resources. The most critical resource is the technical staff which keeps the IT infrastructure functioning, while attempting to advance the capabilities of the business. Most IT environments contain several technologies delivered from different manufacturers. Support contracts from the many manufacturers cause the need for the IT infrastructure support employee to be a general contractor, of sorts, coordinating and managing the care of all technologies. This is a laborious, costly, and often frustrating challenge. To make matters more complicated, most manufacturers have very regimented call center procedures with entitlement steps, call backs, and formal escalation processes.
The dcVAST Solution
dcVAST understands the challenges of infrastructure support. We provide a focal point for Symantec technical support and other technologies employed in the data center. dcVAST tailors its support for each customer, eliminating “red tape” and delays, while streamlining and reducing the time to solve your problem. As a result, we provide peace of mind, and minimize the time you spend on these issues. The elements of our tailored software support services include:
Immediate attention to all calls
Live transfer to second level engineers (skipping “level one formalities).
Coordinated support for the IT infrastructure (hardware and software)
Remote login for more efficient diagnosis
Peer-to-peer escalation
On-site response, as needed (including software issues)
Coordinated call tracking and escalation
dcVAST complete ownership of the problem
Software updates
Customized coverage
Simplification of contract management
Routine environmental reviews to assure success
The dcVAST Call Center eliminates time wasting steps with a willingness to serve first and ask questions later. We gain a keen understanding of your IT infrastructure, and through our efficient peer-to-peer escalation process, resulting in your personnel spending less time solving problems and more time focusing on your business priorities.
A dcVAST software support agreement will save you several hours on each call for support!
For comfort and protection of your software investment, dcVAST is uniquely connected with Symantec through their Technical Services Partner Program (TSPP). Historically, dcVAST has closed 97% of the calls places to our Call Center, and escalated 3% of the calls to Symantec for their level 3 assistance, around product problems. To get started, dcVAST will assess your current support plan, its delivery and interview you IT staff and management along with the business unit personnel. A tailored support program is then designed to deliver the desired support, responsiveness, and reporting.