delivery
Clients’
point of contact is the Global Service Centre closest to the location that
identified the break in the network. The Service Level Agreement “clock”
starts ticking the moment the client notifies Dimension Data of the issue. The
Global Service Centre will be the single point of accountability until the
incident is resolved and will ensure the client is kept informed at all
times. The Global Service Centre will escalate incidents, if necessary, to
the Cisco technical team. Once the fault is diagnosed, it will be fixed and
if necessary, an engineer will be sent to site, within the agreed time frame.
However, if a client has knowledgeable engineers on-site and they just need
to talk to one of our technology experts, or if a client opted to self-spare,
we’ll just send an engineer to install the part (within the agreed Service
Level timeframes).
To
summarise, Uptime powered by Cisco Services is an enhanced end-to-end
maintenance service for IT infrastructure. It helps deliver optimum network
performance 24 x 7 x 365 days a year. The support service includes
troubleshooting and problem resolution for all your mission-critical IT
systems. Uptime powered by Cisco Services is a comprehensive and unique
service offering that allows you to leverage Cisco’s technical expertise and
unrivalled product knowledge, together with Dimension Data’s superior
on-the-ground support and fully customisable Service Level Agreements.
Uptime
powered by Cisco Services is a joint support offering that combines the best
of Dimension Data’s Uptime and Cisco’s service deliverables to support
clients’ IT infrastructures and assure business continuity.
