MANAGED SERVICES

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Preventative Support - 96% of Faults Fixed Remotely

Our combination of proactive monitoring, process automation and jeopardy management means that we only send an engineer to site 4% of the time, compared to 22% where customers are supported on a reactive, break-fix basis.

 

management-diagram

 

Unique Processes – Traditional Escalation vs. Jeopardy Management

Our long experience in managing global networks has led us to take a unique view of managing the inevitable issues that arise within any communications estate.

Most companies will employ an escalation based service process where once an SLA has been breached, escalation begins.

Connect’s view is that this is too late to escalate – the SLA has already been breached.

 

Jeopardy Management

Connect’s unique jeopardy management process, breaks up the SLA into key milestones. For example, within 15 minutes we will have diagnosed the fault and within one hour, we will either have fixed the fault remotely, or dispatched a skilled engineer.

We escalate if any milestone is breached, which in turn puts the SLA in jeopardy of being breached. We have seen SLA improvements of 25% using this methodology, which is illustrated below:

  • Jeopardy Management - We escalate on approaching a set milestone within an SLA - not a breach of SLA.
  • Alarm Management - Automated diagnosis of system alarms that are filtered and prioritised to our ticketing system.
  • 24/7 Online Reporting – Connect offers an online portal for our Managed Services customers – providing a 24/7 view of network status, ticket information and service activity. 

 

Current SLA Levels

Using our latest Alarm Monitoring technology and our Unique Jeopardy Management processes we are currently achieving over 99% SLA achievement for our Managed Service customers.

 

Global Clients, Global Services  

Connect successfully provides UC Managed Services across the world for enterprise clients like Barclays, Johnson & Johnson, CSC and many others.

Our London-based service centre delivers the intelligent infrastructure and tool-sets that enable our clients to reduce downtime and maximise availability.

With a rapid implementation process, our bespoke customer portals and proprietary dashboards provide our clients with live visibility of the performance of their global UC estates. 

 

Ready to Talk?

Contact us to see how we can help with your Managed Service needs.

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