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Adding more flavours to Support – A Support Service update


Initiatives and Ideas

It has often been said that the arena of ICT support services has become commoditised and competition for suppliers is fierce. Increasingly customer IT departments are facing pressure to deliver transformational IT services hand in hand with static or reducing budgets. Networks First is looking at how these deliverables can be achieved whilst also cementing customer and partner relationships.

The answer is not just reducing prices. Customers are also looking for suppliers to be able to demonstrate initiatives which allow them to accomplish their business goals. By taking a considered and targeted approach Networks First can help you do just that.

Through recent changes in some vendor’s (including Cisco) own support programmes Networks First is now able to offer partners and their customers greater flexibility in the Support Services which are on offer. Where vendors have reviewed attach rates for items being placed onto vendors own support, Networks First are able to reflect this dependant on the criticality of the device to the customer.

Networks First understands that a blanket approach to support levels and SLA’s is not suitable for today’s networking infrastructures. With the move towards functionality being delivered by software applications especially in the realms of voice, security and management a contracted guaranteed fix time is still imperative for the customer.  Providing access to software releases and bug/fix patches for these business critical applications is still an essential requirement, likewise for core routing and switching infrastructure where availability and uptime is key.  For some customers ensuring their finance systems remain available may be the priority for others access to their sales and order processing is their primary concern.

With over twenty years’ experience providing Support Services customers can still take confidence from the Networks First service delivery structure, spares holdings and technical capabilities whichever level of Support Service is taken.  With over 90% of incidents resolved remotely Networks First has made significant investment in its 24 x 7 manned Network Operation Centre (NOC).  Our NOC Consultants and NOC Engineers ensure quality service delivery is at the forefront of the organisation and is under pinned by multi-vendor accreditations and ITIL best practice.

As Support Service experts we will engage with you and make recommendations on how these changes can be applied to benefit your customers.  Reviewing the customer’s current infrastructure, product end of sale / end of life dates, vendor end of support dates and the areas which provide access to their business critical applications and data is crucial to providing the most appropriate Support Service.

When requesting a new Support Service quotation from Networks First three different coverage options will now be offered dependent on the types of products to be covered. These are:

Support Service Levels

For more information regarding these changes please contact your Account Manager who will be happy to discuss.

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