Uptime and Proactive Support Services

 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


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

 Uptime Service Plans

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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 support
  • Fast track incident response 
  • Availability and capacity monitoring and reporting
  • Configuration archive
  • 2 hour on-site service SLA
  • 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 response
  • Uptime Alerting
  • Parts delivery SLA options of:
    • 24/7 coverage with 4-hour delivery
    • Business hour coverage with 4-hour delivery
    • Business hour coverage with next business day delivery
  • 24/7 remote support
  • Incident response within 30 minutes  

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Proactive Support Services

 Proactive Support Services

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​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.


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Your support alternatives


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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.




Why clients rely on us

 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.