Globalization has driven the evolution of support. At Intact we help our Channel Partners by providing innovative and cost effective support solutions, minimizing their risk and regulatory exposure.
Being able to help a Channel Partner support and tactically migrate a global estate is complex and not without risk - as such, the provision of a global, multi-vendor, infrastructure in a tax efficient model is constantly evolving.
- Break/Fix Maintenance link
We ensure all of our Channel Partner's equipment (small or large estate) is supported. Our 24x7x52 Service Desk manages every call from a Channel Partner, and our INSPAN partner community will provide onsite resource to manage the maintenance window, analyze the issue and deploy new devices/components if necessary. Our support ecosystem gives Channel Partners peace of mind using an efficient, cost effective methodology.
- Contract Administration link
Global maintenance and support services are key components in the service delivery chain, without which the overall service to our Channel Partner will be compromised. We have experience and in house expertise in administering such contracts in support of our own maintenance and support solutions - for example Cisco vendor support programs including SmartNet.
- EoL / EoS Risk Mitigation link
We know that some equipment is past its use by date. We also know that this can be a risk to our Channel Partner's networks. We can provide testing and analysis using industry standard tools, as well as remote health checks, in order to remove that risk. Once the analysis phases are complete for a site or an estate, we can provide reports about End of Life and End of Support equipment. This allows our Channel Partners to plan in advance for any network updates required to ensure all equipment is up to date from a software and hardware perspective.
- Service Delivery Management link
Our aim is to ensure that a standardized approach is applied to the minimization of all incidents and problems with Channel Partner or End User managed services.
We apply the same approach to the management of changes to these services, providing a post-deployment Single Point of Contact for the Channel Partner/End User, monitoring service level agreements, tracking costs, as well as both internal and external reporting.
- Service Desk link
Our Service Desk provides two functions – Channel Partner Service Desk and Technical Service Desk - delivering front line support as well as 2nd and 3rd line technical support to our Channel Partners.
Based in our Berlin office, as well as regional support centers across the globe, our specialist teams provide 24x7 support for a range of core IP technologies and Unified Communications platforms, delivering white labeled services to the channel worldwide.
- Transition Management link
Our Transition Management works to ensure that our service propositions are delivered efficiently, effectively and within agreed timescales. We are focused on helping our Channel Partners with the handover of new services, from the sales process to successful operational delivery. Our structured approach helps ensure the consistent deployment of new service programs, significantly reducing the risk of SLA non-compliance penalties.