Services

Support

Support provides customers with the piece of mind that if they are having problems with their infrastructure a highly skilled resource is always available to call and assist in everything from fault identification through to solving the issue.

Key deliverables

Service Level Agreements (SLA) with response times from Next Business Day to 2 hours onsite
24 x 7 availability
Engineer and replacement hardware onsite within agreed SLA
Access to highly accredited technical consultants
Nationwide and Global Support
Linked to CAE helpdesk
Automatic call escalation
Unique reference number
Fault history reporting

Problems addressed / customer benefits

Minimal downtime
Peace of mind in the event of an issue
Regular contract reviews to assess performance and identify fundamental technical issues
Single point of contact for all call, escalation and contract issues
Service account management to assist in end user management