Supporting our Customers' network equipment is fundamental to our objectives. These can be provided through either one of our standard levels of cover or bespoke cover to meet the Customers’ requirements. These services can extend to full managed service contracts.
Our strong vendor relationships allow us to work closely with our vendor partners where necessary, to provide quick and effective resolutions to Customer queries. Our escalation procedures provide an effective and consistent response to all support requests.
HighSpan Customer services team provide a professionally managed national helpdesk service acting as a single point of contact for fault reporting. All logged cases are tracked via our fault tracking application. Each case includes a full audit trail of all the actions taken by HighSpan staff towards resolving the issue. The application calculates response and clear times and tracks our performance against target.
Where appropriate our maintenance contracts can involve the use of remote diagnostics allowing our engineers to dial into the Customers' network to identify and address problems arising within the network.
Our traditional maintenance offering is supplemented by sophisticated remote diagnostic services. To enable fast and secure access to remote systems (amongst other applications) HighSpan subscribes to Citrix based – GoToAssist. This facilitates remote desktop access sessions which, for added security, are Customer initiated.
HighSpan utilises four remote access servers which are available to its field and technical support group staff over secure VPN links. These are operational 24 hour x 365 days allowing direct access to Customer systems for diagnostics and programming.
HighSpan holds a comprehensive stock of spare parts and employs sufficient Manufacturer accredited engineers to consistently deliver against 4-working-hour response targets for Complete System Failures within the UK and EU. Partial failures such as single or groups of extensions or features are targeted at 15-working-hours response.
Service levels Include:
- Premium Cover (Monday through Friday – 08:30 to 17:00)
- Span 24 (continuous support 24 hour x 365 days)
- HighSpan can also offer customised cover levels to suit Customer requirements.
For a Maintenance quotation simply email your System configuration, confirming the Cover level required, along with the location of your Customers site and HighSpan will reply with a full Quotation to provide cover for your Customer.