Service Management

Management of the resolution of high impact incidents and the customer communications in this regard.

This includes:

  • Co-ordinating the resolution of incidents and requests where multiple support teams are involved.
  • Represent this service in meetings between customer and service provider.
  • Assist the customer with the content of business requirement statements (BRS) where additional or changed services are required.
  • Ensure accurate service billing and act as the point of contact for the resolution of any billing queries.
  • Check daily operational reports and escalate to management where necessary
  • Where requested thereto, represent the customer in service provider Change Control meetings.

Configuration Management

Maintain all configuration on routers in addition to:

  • Implementing QoS as per the agreed QoS Document.
  • Maintaining the router configuration backups and store them offsite centrally at the service provider’s premises.
  • Ensuring that secure and auditable remote access is managed to the devices.

Hardware Support Service

  • We provide the customer with on-site diagnostics and verification of problems, in the event that remote diagnostics are inadequate.
  • We provide the customer with in-version software updates and bug fixes, as and when the OEM releases these updates, subject to the hardware capabilities and licensing conditions of the software.
  • We report and communicate configuration changes to the customer via the service provider Change Management process.