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 Support services

Given today's business pace, off-line IT infrastructure causes lost productivity, time, and money, and impairs your competitive advantage. But how do you balance cost versus risk in getting the right mix of in-house versus third-party maintenance, support and monitoring services for IT?

Overview
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​Expert skills are scarce and expensive. But you have a complex installed base that spans multiple vendors, licences, technologies, devices ... even countries. You require proactive IT service support to ensure continued availability and reliability. But when your systems fail, does your maintenance contract ensure you have enough of the right resources on call? And can they solve your problems fast and efficiently, according to an appropriate service level agreement (SLA)?

Employing internal resources to manage unscheduled downtime can be costly. It would require an increase in highly skilled staff across multiple technologies and geographies.

Dimension Data's Uptime Maintenance and Support  services, combined with our contract aggregation capabilities and Insite monitoring services, provide a portfolio of flexible service products and options to ensure that your ICT estate is properly covered. These services offer you predictable costs and a framework for efficient resource allocation, while protecting your business from risk and the unwelcome expense of downtime.

Why choose Dimension Data's Uptime and Insite services?

  • Consistent global service delivery: we have a direct presence in over 50 countries and extended service coverage through our Preferred Partner Programme. We also offer local language support: we speak 13 different languages in our five Global Service Centres.
  • Access to leading technical expertise: you have access to world-class engineers, spanning six technology areas of expertise globally. Where relevant, we also offer third-party expertise thanks to our global partnerships with leading technology vendors  such as Cisco, Microsoft, Blue Coat, Check Point, F5, Juniper and Riverbed.
  • Best-in-class service level agreements (SLAs): our SLAs continually motivate us to resolve issues speedily. Our SLA clock starts from the moment you call our Global Service Centre. You can choose an SLA that meets your specific business requirements and on a per-device basis.
Contract aggregation
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Signing a contract with a maintenance service provider doesn't guarantee a good working relationship. Without an understanding of the ongoing value the service provider delivers, it's not easy to determine whether you've invested wisely, and whether you're seeing a proper return.

The time and effort spent on managing vendors and service providers might mean there's little left to meet the level of service the business expects. Worse yet, not managing your contracts through proper IT service level management could leave you at risk of lapsing agreements, or devices that are no longer maintained.

Dimension Data offers you a single point of contact for all maintenance and support  issues, regardless of the vendor or service provider involved. By taking care of IT service management on your behalf, we ensure you always receive consistent and reliable service.

 

Uptime maintenance
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 ​Our Uptime Mainten​an​ce Service​​ supports the life cycle of your assets, facilitates rapid response to incidents and restores failed devices according to service level agreements that suit your business requirements.

​Our Uptime Maintenance Service consists of:
  • Incident management: we offer you a single point of contact for all incidents around the world through our Global Service Centres, and deliver according to agreed service levels.
  • Engineer to site: if an incident can't be resolved remotely, we send one of our engineers to your premises.
  • Parts to site: we dispatch replacement parts to meet agreed service levels. When replacement parts have been shipped, we manage the process of returning the faulty part.
  • Multi-vendor management: we take on the procurement, renewal and management of your manufacturer (vendor) maintenance contracts. We'll also administrate any claims against the vendor for returned material.
  • Services portal: our portal offers you online incident and request logging; moves, additions, changes and deletions (MACDs) recording and standard reporting; online access to contract details, and incident and request reports.
  • Subscription services: we help you implement software patches, minor feature releases and major software upgrades.
  • Service levels: We resolve incidents quickly and within an agreed timeframe.  Uptime service levels are flexible, giving you the choice of what you need.
Uptime support

 

​Adding value to the IT environment means moving away from break-fix support and becoming proactive. With Dimension Data's Uptime Support Service , you can make this leap without the capital expense of employing additional experts. Our Service comprises a number of service elements that work together to deliver more than a reaction to IT problems:
  • Licence Renewal: we remind you when right-of-use licences are due for renewal so you don't need to track multiple renewal dates.
  • Configuration Moves, Adds, Changes and Deletes (MACDs): we keep your environment up to date with MACDs, freeing up your internal resources.
  • Consultant on Call: we provide specialist, telephonic support for issues not related to a logged incident, such as configuration advice.
  • Site-based Services: we guarantee the ultimate responsiveness to incidents, by stationing one or more trained engineers at your premises, as well as providing spares on site.
  • Assessments: this includes performing and reporting on a range of predetermined assessment services.
  • Service Level Management: we provide information to improve the stability of your infrastructure and the quality of our service delivery through specialised reports and reviews. This also includes on-the-go access to the status of your service through our Mobile Service Centre Application (Android and iPad).
  • Standard Service Desk Integration: we capitalise on experience gained from numerous completed integrations to offer you 'packaged' processes and protocols.
Support assessments

 ​Optimising support and maintenance within your IT operation offers compelling advantages. We assist you in accelerating towards that goal with our right-sizing approach and IT Su​p​port Assessment​.​

​We help you strike a more accurate balance between cost and risk. This ensures that your support and maintenance contracts are better aligned with your commercial and business objectives. You'll be able to realise the following benefits:
  • By analysing your current device installed base and preparing a full review, you identify the best way to upgrade or replace your assets.
  • Making proactive upgrade decisions and identifying opportunities to consolidate functions within your IT environment greatly reduces the need for expensive in-house skills.
  • You're able to plan and budget for the future with greater accuracy, avoiding unexpected and escalating expenses.
  • You have access to the necessary resources to address more than hardware issues, while keeping costs low.
  • You're able to buy only the services you really need, driving down spend even further.
  • simplified vendor environment makes it easier and more cost-effective to manage your support and maintenance contracts and service levels across all suppliers.
  • Volume discounts become possible through economies of scale when you're procuring services from fewer suppliers.
  • You have increased opportunity to purchase an appropriate set of services with fit-for-purpose service levels that take into account business, technical and people considerations.
  • You have clarity and confidence to conquer foreign shores, knowing where and how to reduce taxes, and avoid the financial pitfalls of international business.
Latest thinking

 

What our clients say

 

  • ​​​Consumer goods manufacturer achieves greater efficiency by consolidating global IT support

  • ​​​80% More Uptime for TOWER

    TOWER

  • ​​​​​​Global insurance organisation streamlines international expansion

  • ​​Southeast financial credit union optimises customer interactions

    Southeast Financial Credit Union

  • ​​​​​​​Thiess achieves 63% reduction in network maintenance costs
    ​​​​​​Through a consultative engagement, Dimension Data recommended a WAN optimisation solution to consolidate data, improve user experience & application performance, & reduce maintenance costs.

  • ​​​Thiess achieves 63% reduction in network maintenance costs
    ​​​​​​Through a consultative engagement, Dimension Data recommended a WAN optimisation solution to consolidate data, improve user experience & application performance, & reduce maintenance costs.

Insite monitoring

 

IT infrastructure management good practice is all about predictive and pre-emptive management rather than problem-finding or troubleshooting after an event. Our Insite Service monitors a wide range of technology at different service levels that can be tailored to suit your business needs. The result is improved and more consistent service quality and stability, reduced cost, and the ability to respond quickly to changes.

The Service consists of:

  • Monitoring and event management: we monitor your IT infrastructure, identify events, diagnose them, raise incidents and recommend steps for quick and effective resolution.
  • Incident management: the result of a monitoring activity is a root cause event that requires further action for resolution. Our monitoring solution automatically raises incidents based on root cause events. These incidents are then assigned by our monitoring team to the appropriate resolver group to apply the appropriate resolution activities.
  • Performance monitoring: we monitor and measure key performance and capacity metrics of your IT infrastructure and generate reports used for incident prevention and capacity planning.
  • Configuration management: we gather complete network device configuration data and monitor changes through specialised tools and applications developed specifically for this task.
  • Change and release management: we record the latest running configurations on your network devices. When new software releases or configuration changes need to be applied to large numbers of the same device class or even a single device, our specialised applications allow for easy deployment and validation of these changes.
  • Technical/information reporting: as we perform various network management services, we gather data and generate reports in response to events or milestones as specified by the service level agreement.
  • Service portal: we provide real-time IT infrastructure management and technical information, allowing you to 'drill down' to incident, problem, change and configuration items.
  • Carrier co-ordination: when a WAN failure or event is identified, we log a call with the relevant carrier and collaborate to identify and resolve the event.
  • Service level management:  a key component of our client service philosophy is assigning a Service Delivery Manager to you. This provides a single point of contact at an operational level for all technical, logistical and support issues.
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