Maintenance

Case Communications global maintenance service offering is designed to give our customers the ability to select the level of service needed in a multi-vendor environment.

The service offers are relative to direct and indirect customer models.

The customer, who wants to concentrate on core competence rather than to build an internal support structure, can utilise Case Communications full technical capabilities of Technical Support Centre (TSC), Network Operations Centre (NOC), field engineers and spares.

Summary of Services

• On-site engineer (labour and parts)
• On-site engineer (labour only)
• On-site parts only
• Remote technical support
• Dedicated on-site engineer

The customer has the ability to choose the hours of coverage and response time needed by location and part. The following are the options of hours of coverage and response times that are available to the customer. (Hours are per the site location time zone).

Coverage and Service Levels are flexible from next business day (NBD) up to:

7 x 24 x 4 – The Technical Support Centre is available to the customer 365 days a year 24 hours a day if resolution needs dispatch of parts and/or field engineer, Case Communications response time is a minimum of 4 hours within key territories in over 140 countries.

8 x 5 x NBD – Technical Support Centre is available to the customer Monday through Friday 8 am to 5 pm if resolution needs dispatch of parts and/or field engineer response time is next business day.

8 x 5 x 4 – Technical Support Centre is available to the customer Monday through Friday 8 am to 5 pm if resolution needs dispatch of parts and/or field engineer response time is a minimum of 4 hours within key territories in over 140 countries.

7 x 24 x 4 – Technical Support Centre is available to the customer 365 days a year 24 hours a day if resolution needs dispatch of parts and/or field engineer response time is 4 hours within key territories in over 140 countries.

Service will cover:

• Contracted devices only with correct information in customer database
• Trouble ticket tracking and escalation
• Remote trouble isolation of contracted device
• Software support and configurations of current level of contract period
• Hardware repair and replacement per contracted response time
• Field engineers to customer location per contracted response time