Services

If it is broken fix it. It works

What is it?

Irrespective of advances in technology at some point in time, normally the most inconvenient, it will go wrong and stop working. It is at this point that you need a trusted and responsive partner to fix the problem quickly and with minimal disruption.

Scope

Nationwide service in which all Cisco equipment is maintained directly by CAE and other equipment through a network of longstanding partners.

What are the business benefits?

• Service levels set to ensure the cost of maintenance is appropriate to the level of business disruption a failure could cause
• Knowing that there is always someone at the end of a phone to resolve a problem.

What is included?

• A Free-phone single point of contact helpdesk number, for call logging and tracking
• Engineer to site if required
• Replacement parts at no additional cost unless stipulated as chargeable at point of contract agreement
• Call tracking and full management escalation process
• Escalation to manufacturer
• Restoration of operating system
• Service account management and regular reviews
• Full historic reporting including, number of calls, SLA performance, fault trends and asset reporting
• Access to manufacturer portals such as Cisco Connect Online

What is the service target?

• Available 24/7
• Initial call back as standard less than 1 hour however response can be tailored to as quick as 15 minutes
• Response to site of next business day, 4 hours and 2 hours for London

What are the commercials?

• Will beat any competitive quote
• Minimum initial term of 1 year
• No automatic renewal clauses
• Inclusive engineering days for contracts over £10,000