Uptime and Proactive Support Services

Size: px

Start display at page:

Download "Uptime and Proactive Support Services"

Jasmin Johnston
6 years ago
Views:

1 Uptime and Proactive Support Services

2 We ll accelerate your journey to sustainable IT optimisation and ensure that your technology is delivering all that it can. We ll keep your IT infrastructure up and running everywhere, all the time so that technology can fulfil its promise as a driver of new digital business opportunities. Accelerate IT optimisation and gain sustainable business advantage Today, simply finding ways to do the same thing at a lower cost isn t enough. IT operations must support the execution of new digital business initiatives by delivering a consistently high-availability IT infrastructure that meets the needs of demanding end-users. Meeting these needs requires sustainable IT optimisation that delivers better service levels, greater efficiency, and higher performing infrastructure while minimising downtime risks. But getting there is challenging. Minimising downtime risk remains paramount for business and IT leaders. With the continued explosive growth of connected devices and the volume of business done online, the business implications and resulting cost of downtime is prohibitively high. In North America alone, information and communication technology (ICT) downtime is costing organisations USD 700 billion per year. 1 IT leaders are also under pressure to reduce cost and reinvest savings in innovation that supports new digital business transformation initiatives. But freeing up resources for innovation is a challenge. A recent IDC study reported that IT operations staff are spending over 30% of their time on new service requests and supporting issue resolution. Only 15% of IT operations staff time is allocated to innovation and this has declined by 25% year-on-year 2 just as demand to capitalise on improving customer engagement, adopting the Internet of Things, and leveraging the use of big data and data analytics, is making IT innovation a non-negotiable essential. Breaking this cycle and improving availability requires proactive and preventative support, automated processes, and more flexible consumption models. Simplifying operational complexity, improving integration, and leveraging analytics to change the IT operating model for sustainable performance improvement is what s needed to optimise IT operations. 1 Businesses Losing $700 Billion a Year to IT Downtime, Says IHS, IHS Market, January 25, 2016, 2 Optimisation drives digital transformation, IDC Infobrief: Sponsored by Dimension Data and Cisco, January 2017

3 Optimisation of infrastructure as well as operational processes will be table stakes for success. An IDC Infobrief, sponsored by Dimension Data and Cisco, 2017 Our worldwide Uptime and Proactive Support Services improve infrastructure availability and help you optimise your IT operational environment. Our Uptime service plans make it easier for you to balance the cost of supporting your networking, security, collaboration, and telephony infrastructure against the risk of downtime. And, our Proactive Support Services help improve operational efficiency by automating and integrating processes, leveraging analytics to improve your decision making, and simplifying operational complexity across technologies and vendors. We can proactively handle many of your standard IT processes freeing up valuable staff and management time to devote to innovation. With our Uptime and Proactive Support Services, you can tailor our support as needed to optimise your service levels, reduce service incidents, and improve staff productivity. Select the support coverage which works for your commercial requirement, whether that s by device, function or location. Instead of having a service plan for your entire estate, you can tailor your plan to minimise costs while achieving the IT availability levels required to meet business needs. Add our modular Proactive Support Services to our Uptime service plans to simplify operations management, save administration time, and proactively reduce the number of service incidents. Dimension Data Uptime and Proactive Support Services accelerate IT optimisation, improve uptime, and simplify management while you remain in control. Increase IT uptime while controlling costs Deliver the right level of support by asset and location Proactively identify problems to reduce incidents Gain 24/7 access to skilled engineering across multiple technologies Improve mean time to repair Deliver predictable operating costs Optimise operations improve performance, increase effectiveness Offer a consistent, simplified support model across multiple geographies and vendors with one global contract and a single point of contact Automate workflow and improve collaboration across the service ecosystem Free up scarce technical resources by automating processes Reduce human error Provide a scalable operational model

4 Uptime service plans We offer four Uptime service plans with progressive levels of coverage so you can tailor our support to meet your unique needs worldwide, across locations, and IT assets. Our plans allow you to set your service levels based on business needs - so you get fast support where it matters but don t over-pay where it doesn t. Uptime service plans a Remote Parts Only Onsite Mission Critical Online Services Uptime Alerting Availability and Capacity Monitoring, and reporting Labour to Site b Parts to Site b SLA options 24/7 x 4hr. SLA BH x 4hr. SLA BH x NBD SLA options 24/7 x 4hr. SLA BH x 4hr. SLA BH x NBD Configuration Archive 2hr. c SLA Incident Response 30 mins 30 mins 15 mins Fast track Remote Support 24/7 24/7 24/7 24/7 a Mission Critical and Onsite plans can be applied to hardware and software. Remote is a software plan and Parts Only is a hardware plan. b Parts to Site and Labour to Site SLAs apply only when such is required to restore service. c Where two-hour response times are not available, response will be four hours. Remote is for software and offers 24/7 remote support with incident response within 30 minutes. Parts Only is a cost-effective hardware plan that delivers 24/7 remote support and parts onsite. If the incident is not resolved remotely, we deliver parts based on your choice of coverage: 24/7 with parts delivery in four hours, business hours with parts delivery in four hours, or business hours with parts delivery the next business day. Onsite is for hardware and software infrastructure that provides incident response within 15 minutes. You can choose onsite coverage of: 24/7 with the engineer and parts onsite within four hours; business hours with the engineer and parts onsite within four hours; or business hours with the engineer and parts onsite the next business day when incidents cannot be resolved remotely. Our Uptime Alerting feature for Cisco provides warnings of a failure or imminent failure of hardware components, enabling us to proactively initiate fault resolution. On average, this accelerates incident response by 69% and repair time by 32%. 3 It saves you time by eliminating the tasks normally required to identify the failure and submit a ticket. Mission Critical is for hardware and software includes fast track access to our senior engineers, availability and capacity monitoring and reporting, configuration archiving, and onsite engineer and part support within two hours when needed. With Mission Critical, we provide Availability and Capacity Monitoring and Reporting to accelerate resolution time and notify you in advance of any events that could impact your capacity or performance based on agreed upon thresholds. With our Uptime service plans, we routinely resolve more than 90% of all service incidents remotely. When onsite support is required, we respond fast when and where it s needed by sending parts and/or an engineer based on our contractual commitments to you. Our Manage Centre Portal gives you the visibility to manage all your infrastructure from multiple providers in one place. You can log incidents and service requests, track progress towards resolution and receive comprehensive and actionable reports. 3 Dimension Data s 2016 Network Barometer Report

5 Our Proactive Support Services Our Uptime service plans are complemented by a set of advanced Proactive Support Services. These services help to simplify your operations management, save administration time, and proactively reduce the number of service incidents. You can add any of these Proactive Support Services to any of our Uptime service plans based on your needs. Asset Tracking and Analytics Discovers your asset data and transforms it into actionable information to help you make informed infrastructure decisions. Asset tracking provides predefined reports and offers information on: device configuration, service records, vulnerability alerting, and lifecycle status. Availability and Capacity Monitoring Provides active polling and threshold monitoring of your assets to diagnose and resolve incidents faster. This service delivers advance notification of when availability and performance could be affected if action is not taken. This is a standard feature in our Mission Critical Plan and available as an option with our other Uptime service plans. Configuration Archive Using automated mechanisms to avoid human error, we back up and store the last two configurations on the assets covered. This accelerates mean time to repair by retrieving your centrally stored configurations, which would be loaded on replacement assets in a timely manner. Proactive Problem Support Reviews service incidents and proactively identifies potential problems that can result in future downtime. We work with you to remediate. Proactive problem tickets can be opened either by our engineers or by you. Third Party Incident Coordination We isolate faults and co-ordinate and manage incidents of third-party suppliers. This relieves your organisation of the need to manage multiple parties and any conflicts among them that may arise. Service Delivery Assurance We assign a Client Delivery Executive to act as your advocate. We provide governance across service entitlements, processes, and assets to manage the full lifecycle of services. IT Service Integration Integrates your existing service management system with ours to automatically exchange task information. This eliminates re-keying, double handling, and human error. IT Service Integration reduces mean time to repair by up to 27%, and improves user satisfaction by up to 10%. MACD Support Fulfils standard move, add, change, and delete requests, relieving your team of these routine functions. Our automated tools and processes can accelerate your change process and reduce human error. Technical Account Manager A dedicated or assigned senior engineer who understands your operations, monitors and tracks your support needs and service requests, troubleshoots issues, and identifies opportunities to improve availability. Annual Version Updates Each year, we help you standardise on vendor updates for infrastructure under contract with us. This improves your infrastructure security, availability, and compliance profiles. It also helps simplify IT management. We collaborate with you to agree on the version levels best suited to your organisation. This is in addition to vendor updates which are always implemented when required to resolve service incidents....you get fast support where it matters but don t over-pay where it doesn t.

6 What makes us different? Our offerings worldwide unified management of support services across networking, collaboration, communication, and security devices with asset tracking flexible plans and options, tailored to meet your worldwide needs at the asset level that reduces operational cost while meeting your service level needs Our expertise and delivery model expertise in over 150 countries across six continents global multi-vendor parts and logistics support global expertise with local intimacy through a three-tier delivery model more than 700 security specialists and architects worldwide support on infrastructure from more than 80 technology vendors Our industry recognition and certifications more than 30,000 technology certifications across technology vendors Cisco s largest global partner, with the most Cisco Certified Internet Experts (CCIEs) outside of Cisco technical certifications with Avaya, BlueCoat, Check Point, Citrix, EMC, F5, Genesys, Juniper, Riverbed and others ISO (International Standards Organisation) 9001, 20001, 27001, certifications across our Global Service Centres Our record of achievement support and management of more than USD 30 billion of networking infrastructure around-the-clock over 7 million assets under management in just under 500,000 distinct client locations with 30,000 concurrent service level agreements

7 What s the next step? Let us come and do a simple advisory exercise with you to: assess your infrastructure and service environment see how we could introduce more automated, remote, and proactive management connect your technologies, ticketing, and vendors into a single system, and help accelerate your journey to sustainable IT optimisation Being able to rely on Dimension Data s expertise, resources, and spare parts in any area we operate is a huge benefit to our organisation. Director of Managed Services, Global Telecommunications and Internet Service Provider

8 For contact details in your region please visit dimensiondata.com/globalpresence dimensiondata.com

Cloud Services. Infrastructure-as-a-Service

Cloud Services. Infrastructure-as-a-Service Cloud Services Infrastructure-as-a-Service Accelerate your IT and business transformation with our networkcentric, highly secure private and public cloud services - all backed-up by a 99.999% availability