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Enhanced Support

Enhanced Support

Considerations for IT managers where such services offer opportunities in the areas of service improvement, increasing efficiency and flexibility in responding to changes in business drivers include:

  • Multi-vendor solutions – a single point of contact
  • Optimisation in Mean Time To Recovery (MTTR), through Pro-active Monitoring
  • Flexibility to meet customer requirements around response times
  • Optimisation in hardware replacement – through spares holding
  • Speed of response to changing requirements through ad hoc consultancy or Adds/Moves/Changes

Axial’s Enhanced Support Services are designed to give customers access to skilled technical resources on a flexible basis to plug resource, skills, or operational efficiency gaps when needed. These services also extend the scope of support from a traditional, reactive ‘break-fix’ service to a pro-active support service, with a range of specialised offerings including remote monitoring of devices, reporting, call handling, 24 x 7 x 365 support provision, and a flexible Adds/Moves/Changes (AMC) service for configuration, installation, consultancy or support.

24 x 7 Support – extends the support offered to include 24 hours, seven days a week. This service-level guaranteed offering ensures the customer’s solution is ready for use when you need it.

Pro Active Monitoring – remotely and securely connected to customer equipment, our qualified technical staff will watch over a part or the entire installation and offer advice on issues or proactively take remedial action where necessary.

Reporting – will provide detailed reports covering the chosen installations’ performance, bottlenecks, areas of concern and areas requiring attention. Available at regular, scheduled intervals or on an ad-hoc basis.

Adds, Moves and Changes – remotely managing the change requests and sign-offs for any changes to the selected installation, Axial Systems will take control of ensuring the installation is kept current. Useful, for instance, in the delivery of system enhancements or new features, upgrades or to implement recommendations to improve system performance.

Our services can be utilised in a variety of combinations as required, and they provide an additional layer of support to help customers to better utilise and manage their technology estate.

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