Multi Vendor Support and Maintenance

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Multi Vendor Support and Maintenance

Active Network Support Maintenance Contract

Computrad in partnership with Trend is a leading provider of specialist network support services.

Through our partnership with Vendors and Trend we have developed an unrivalled network support operation that can handle all issues affecting customer's enterprise networks. This is demonstrated by our partners significant investment in the infrastructure and resources of its Fault Management Centre, Nation-wide Field Service Operation and Technical Networking Specialists. These specialists are accredited to the highest levels and so are able to resolve complex networking issues, escalating and liaising with the manufacturers if necessary.

Additional infomation on the Spares Holding Capacity and Engineer Skillsets is held here.

Customers are also supported by both commercial and technical account managers who handle contractual issues, account reviews, network changes, enhancements and future requirements.

Computrad can provide on site hardware maintenance support for a whole range of Data, Voice, Server, PC, Laptop, Printers and peripheral products including Cisco, Nortel, Fortinet, Checkpoint Nokia, 3Com, Extreme Networks, Foundry, Cabletron/Enterasys, Alcatel, Madge, Racal, Siemens, Shiva/Intel, Avaya, Allied Telesyn, HP/Compaq, IBM, Controlware, Retix, Digital, DLink, Hayes, Fivemere, Proteon, Motorola, Xyplex and many more. The 24 x 7 response centre ensures that the engineers are dispatched with the correct spares so as to ensure that the problem is fixed on the first visit, thus keeping downtime to a minimum.

Our engineers also have access to the latest in helpdesk management software so that customer site history is maintained, an important feature when dealing with those "tricky" problems.

Active Network Support Contracts

Traditionally, maintenance and support contracts have been reactive. A third party support organisation would wait for their customer to log a call before taking action. This then set in motion the process of organising a suitable spare and an engineer to attend site to replace.

As product reliability has improved and greater redundancy built into networks maintenance contracts have become expensive insurance policies. With only a handful of fault calls being logged per year, they are necessary but perceived as poor value for money.

Networks are business critical so need to be available and as new applications and technologies are introduced they are becoming more complex to manage and support.

Computrad understands the challenges of supporting constantly changing mixed technology environments and believes that to be able to support them properly, they need to be monitored 24 hours a day, 365 days a year. Then as soon as an incident occurs, the relevant skills, tools and resources can be brought together to address it.

Computrad and Trend have introduced Active Network Support Contracts. These provide monitoring, information, communication and visibility as an integral part of the NetCare maintenance and technical support service.

Computrad, through Trend, complements the internal support teams that are responsible for the network, the associated systems and applications, by providing the skills, tools and resources to help them improve and maintain the availability and performance of their infrastructure.

We provide a flexible and responsive maintenance service with guaranteed response and ?x times but also includes in its Active Support Contracts, the monitoring 24 hours a day, 365 days a year of the equipment under maintenance. It does this by installing the NetControl Service Agent platform on the customer's network.

This acts as an early warning system should any network device fail. Trend and the customer can be automatically alerted and take appropriate action immediately. This reduces delays experienced when the fault is logged by a user and then investigated by the internal team prior to contacting the relevant 3rd party organisation or Trend.

Trend can remotely dial into the network, if permitted, diagnose the fault, resolve it or ?nd a work around. This signi?cantly reduces the downtime experienced by users.

The enhanced services includes:-

Maintenance Cover

The Service Agent also logs the time the device went down and reports on the availability of the network over time for analysis and review.In addition the Service Agent can produce reports on key link utilisation so both Computrad and the internal team can proactively target the parts of the network that are over utilised as well as devices that are unreliable. All this information is collected and presented via a secure extranet portal so all parties can view the same information. Computrad and Trend has also linked in its call management system and contract database as well as its Change Control procedures, SLAs and Minutes of Meetings.

It also plans to open up its Knowledge Base that holds valuable information such as software versions, licenses, new product developments and end of life statements. Customers can see what equipment is under contract, by site, the levels of cover and when a call is logged they can monitor the progress of either a fault or technical call.

Computrad and Trend can also include other valuable information provided by the customer such as their documentation, planned projects or configuration details.With most maintenance contracts, the external support organisation is not informed until several hours have passed. We differentiate ourselves by wanting to act as an integrated part of the customer's service management team, aware of incidents as soon as they happen.

By awareness and improved communication Computrad/Trend believes it can achieve SLAs with fix times of under two hours over a period of a year. There will still be instances of an engineer taking three hours to reach site but in many other cases the fault could be resolved in under an hour.

For a technical consultant to call you click here and they will do so at the time you specify. If you are looking for a quotation or need help designing your solution then click here.

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Tuesday 7th Oct 2008 pm