Support
Through offerings available in our Support Service function Dimension Data helps you manage your IT support costs – we provide value added service elements to increase your network stability and reduce the likelihood of failures. At Dimension Data our approach to the development of support services is structured and thorough. We understand that the needs of our clients are constantly evolving and that they are on the lookout for partners that have a comprehensive suite of service level offerings and who will allow them to pick and choose between different service levels according to their specific business requirements.
For this reason we’ve elected to take a portfolio-approach to the ongoing evolution and development of our network support offerings. By applying our product lifecycle management capabilities, we are able to constantly refine and tweak our support services to remain responsive and relevant to your unique requirements as well as changing macro-economic trends.
Our suite of support offerings currently comprises Uptime Maintenance, Uptime Support, Monitoring and Vendor Direct services.
Uptime Maintenance – This includes traditional break-fix support such as troubleshooting and incident restoration within agreed Services Levels.
Uptime Support - For certain, more critical areas of your infrastructure, you need not only break/fix maintenance but also support for tasks not necessarily incident-related. For example, vendor-specific advice or assistance in managing and co-ordinating the activities of third-party vendors. Our Uptime Support offering gives you the benefits of our basic Uptime maintenance service, as well as additional value-adds.
Monitoring services provide real-time pro-active network monitoring ensuring that every component and aspect of your IT environment is constantly scrutinised for performance, availability and reliability. By leveraging the power of Remote Infrastructure Management (RIM) technologies, Dimension Data is able accrue significant benefits in terms of cost savings and improved efficiencies on our clients’ behalf. At Dimension Data, we recognise the considerable benefits that our clients can reap by engaging with a partner with expertise in RIM technologies, and we are continuing to make significant investment in enhancing our service capabilities in this area within our own service delivery organisation.
Dimension Data’s Vendor Direct service simplifies the way in which you request the support provided by the various vendors whose products contribute to the operations of your IT infrastructure. It is a contract and request management service that provides you with a single interface for entering into support services contracts as well as logging and tracking service requests associated with such contracts. Unlike our Uptime service, technical support is provided by the vendor with a service level associated with the vendor-branded support service.
Dimension Data provides support through the medium best suited to your environment – Telephone, Online or Onsite – while our Logistics capability ensures the co-ordination of all service requests from first call to service restoration. If you prefer telephone support our Global Service Centres form the single point of accountability for all service requests – in local language on a 24x7x365 basis.
Contact us to find out more about our approach.