Uptime and Proactive Support Services DD Module Image 1 Uptime and Proactive Support Services Our Uptime and Proactive Support Services accelerate IT optimisation and deliver higher service levels. Uptime Service Plans make it easier to balance the cost of supporting your infrastructure against downtime risk.Modular Proactive Support Services simplify operations management, save administration time, and proactively reduce the number of service incidents. Benefit Summary 4 DD Module Image 8 Worldwide tailored support across locations and IT devices Select your support coverage by asset. Choose your SLAs to get fast support where it matters but don’t over-pay where it doesn’t. Reduce your cost while achieving needed availability levels. Better uptime and higher service levels We aim to resolve 90% of incidents remotely and consistently overachieve. Uptime Alerting accelerates incident response by up to 69% and repair time by up to 32%. You gain 24/7 access to skilled engineering across multiple technologies. Improved operational efficiency while maintaining management control Let us handle routine maintenance, support and administrative tasks. Simplify operational processes by integrating your ITIL processes across technologies and vendors. One global contract, one single point of contact Make operations management easier with one support contract for your networking, security, collaboration, and communication infrastructure. Gain operational consistency, a scalable operating model, and predictable operating costs. Uptime Service Plans 2 DD Module Image 2 Uptime Service Plans DD CEWP Full Width  Our Uptime Service Plans provide progressive levels of support to meet your unique worldwide needs by location and type of device. Mission Critical 24/7 remote supportFast track incident response Availability and capacity monitoring and reportingConfiguration archive2 hour on-site service SLA Onsite 24/7 remote support Incident response within 15 minutes Uptime Alerting On-site service SLA options of: 24/7 coverage with 4-hour on-site support Business hour coverage 4-hour with on-site support Business hour coverage with next business day support Parts Only 24/7 remote support 30-minute incident responseUptime AlertingParts delivery SLA options of: 24/7 coverage with 4-hour deliveryBusiness hour coverage with 4-hour deliveryBusiness hour coverage with next business day delivery Remote 24/7 remote supportIncident response within 30 minutes DD CEWP Full Width  Download brochure for more detail DD Module Image 9 DD Module Image 4 Proactive Support Services 2 DD Module Image 7 Proactive Support Services DD CEWP Full Width  You can add one or more Proactive Support Services to any of our Uptime Service Plans. These services help you to improve operational efficiency, simplify management, save administration time, and proactively reduce service incidents. Availability Monitoring and Reporting Capacity Monitoring and Reporting Technical Account Manager Asset Tracking and Analytics IT Service Integration Change Management Support Service Level Management Support MACD (Move, Add, Change, Delete) Version Upgrades and Patching Compliance Support DD CEWP Full Width  Download brochure for more detail DD Module Image 11 Your support alternatives 3 DD Module Image 12 DD CEWP Full Width  Your support alternatives What’s the best way for you to support your IT infrastructure and achieve an optimised IT operation? Do it yourself support, with multiple service providers You can provide in-house support and manage multiple support service providers. But is this model sustainable, and can it deliver the standardisation, automation, and integration required for truly optimised IT operations? Dimension Data’s Uptime and Proactive Support Services We provide flexible support coverage and a choice of modular proactive support options that can be added based on your needs. We give you the flexibility to maintain control while offloading some of your day-to-day maintenance, support, and management functions to us. Dimension Data’s Managed Services From the data centre across the network and into the cloud, we offer best-fit Managed Services to meet your needs. We take over your day-to-day operations to enhance your IT and business functions, making your IT more agile and scalable. DD Module Image 6 DD Module Image 10 DD Module Image 3 Why clients rely on us 3 DD Module Image 5 Why clients rely on us Our expertise and delivery model Expertise in over 150 countries across six continents Globally integrated 3-tier service delivery model More than 80 technology vendors supported Our industry recognition and certifications 30,000 certifications across technology vendors 630+ CCIEs – the largest number outside Cisco itself Technical certifications with Avaya, BlueCoat, Check Point, Citrix, EMC, F5, Genesys, Juniper, Riverbed and others ISO 9001, 20001, 27001, 27002 certifications across our Global Service Centres Ranked by CIOReview as one of the most promising IT infrastructure solution providers in 2016 Our record of achievement Support and management of more than USD 30 billion of networking infrastructure Over 7 million assets under management Just under 500,000 distinct client locations 30,000 concurrent service level agreements.