support

Support consists of Maintenance and Monitoring services. Maintenance services include traditional break-fix support such as troubleshooting and incident restoration within agreed upon service levels. Clients benefit through a reduction in cost and risk of IT support. These benefits are achieved through Dimension Data‘s depth of skills, adoption of best practice and economies of scale.

• Incident Management is the process of controlling reported issues through to completion to achieve service continuity. Dimension Data has a service first philosophy. When an issue is reported Dimension Data will do what ever it takes to restore the network as rapidly as possible.
  
  
• Reactive Problem Management is the process of analysing the technology environment to establish what caused the incident. Dimension Data provides diagnostics and resolution recommendations as well as managed vendor access.
  
  
• Moves, Adds, Changes and Deletions supports asset moves within client environments. Clients control the change process through owning risk management and scoping. Dimension Data delivers within prescribed parameters.
  
  
• Software Support: Access to vendors gives clients visibility of all licence changes.  Dimension Data provides access to and guarantees availability of all patches, updates and upgrades.

Monitoring services form the foundation of complex managed services and should be purchased in addition to break-fix maintenance.  To monitor technology environments in-house clients need to invest in costly systems and resources. Out-tasking this support function is often a financially viable alternative.

• Event Management is the proactive monitoring of devices and applications to assure exceptional quality of service through network health and security.
  
  
• Performance Reporting is available to clients through the online portal.  Clients have access to a wide range of automated reports relating to the history, trends, health, usage and exceptions of all monitored devices. 
  
  
• Status Reporting provides updates on the current state of the monitored environment. 
  
  
• Configuration Item Tracking is the monitoring of client technology assets in order to provide visibility of details and locations of the supported estate. Clients are notified of changes in the environment.