Scalable CommunicationsSupport
Service Management SystemScalable Communications has made a considerable investment in an integrated Service Management System software suite that incorporates service contract management, service call handling, logistics management and service history reporting; together with core functions, such as financial accounting. This system, called Microsoft Dynamics, automates the complete call handling process, from initial call logging, through automated escalation and reporting.
Customer Web Portal
Access to Scalable Communications Service Management System is available via our web portal (http://portal.snplc.com). Access is available to service contract customers, to allow them to enter calls online and to monitor, update and review the status of open calls. The Web Portal also provides customers with a file upload/download facility to supply Configurations, Software, Contract Documentation, Service Review and Project Status Reports.
7x24x365 Service
Our support centre is available to contracted service customers 24 hours per day 365 days per year. Support calls can be logged via a central call logging number or via our Web Portal where call information is recorded and a unique call number assigned. All calls are allocated directly to a Support Engineer who will contact the customer within 20 minutes of the call being received.
Our initial response to the majority of support calls is to remotely access the customer's network (with prior authorisation from the customer), to accurately diagnose the problem. This connection is established within one hour of the call being placed and often results in an on-line resolution. The vast majority of calls we receive are resolved by a configuration or software change.
In the event of a visit to site being required i.e. hardware failure, an engineer will be despatched with the relevant spare parts. The process is managed by Scalable Communications at all times through to fault resolution and agreement by the customer that the call can be closed.
Call Escalation
Our Service Management System will automatically escalate the call dependant upon its priority, should key milestones not be reached within pre-determined time periods. Emails are automatically generated notifying Service Management and, ultimately, Executive Management BEFORE a call extends beyond our contracted response level.
Spares Capability
Scalable Communications have 15 remote spares holdings throughout the UK and Ireland in order to ensure that we meet SLA’s.
Each spares location contains a substantial percentage of the region’s contracted maintenance equipment and is regularly rotated to ensure all spares are at the latest hardware and software revision levels. RMA agreements with our vendors ensure that faulty equipment sent for repair is refurbished to an ‘as new’ standard by the original manufacturer.
Moves/Adds and Changes
Moves/Adds and Changes (MACS) can be raised using either the central call logging number or via the web portal. Once raised, MACS are scheduled, managed and fulfilled using our ITIL based formal Change Request process; ensuring all steps are fully documented, authorised and reversible.
For further information on Scalable Communications' Support services, please contact us.
01628 852 500
