Workforce Management is essential and requires skilled field support to ensure that faults are fixed within the Service Level Agreement timelines.
Onsite Support
On-site support service is conducted with a minimum disturbance to the day-to-day operations of the business. On-site support minimizes downtime and the associated effect on service levels. It includes preventative maintenance tasks.
The functions include:
Upgrade maintenance activities – Preventive
- Cleaning of fibre connections
- Upgrade of capacity
- Upgrade or New service Intergration
- Measure and Report on capacity
- Onsite hardware and facility inspection
- Hardware replacement
Spare management
- Hardware replacement
- Warranty control
- Control and Coordinate activities during “break fixes”
Monitor Service Level Agreements
- Escalation on non-performance
- Disaster management (DRP)
L1 – Onsite Support
Hardware Replacement and Warranty Control
Spare part management will be performed and adjusted to ensure that the Service Level Agreement and Network Availability is maintained. A small pool of spares would be procured to ensure that a faulty spare is replaced immediately.
The OEM can provide advance hardware replacement services to help you deal with your urgent requirement of Spare Parts.
Monitor SLA
Service Level Agreement will be implemented in order to ensure minimum service impact to the Customer and its users. The Service Level Agreement is divided into two parts which includes Network availability and Respond/Repair timelines.