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 our technology
expert, 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.
