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If a site visit is required, we have field service engineers (FSE) resources located in the North West, Yorkshire, the Midlands and London. We also have access to a vast network of registered and vetted freelance specialists.<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n
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This ensures all FSE\u2019s can be in easy reach of the customers locations whilst maintaining the agreed response times and keeping our operational costs to a minimum, with that value passed to the customer.<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n
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Service Delivery Management<\/strong><\/h2>\n<\/div>\n<\/div>\n<\/div>\n\n
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For all service contract related matters, you will be assigned a single point of contact. Your assigned Account Manager will be responsible for reporting overall contract performance and act as our interface for products and services provided.<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n
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To ensure that we are consistently meeting and exceeding expectations, regular service review meetings will be held on-site in line with the agreed contract conditions. Typically held quarterly or subject to requirements, key performance indicators (KPI\u2019s) and reporting will be reviewed and discussed.<\/span><\/p>\n<\/p>\n
Typical service review reporting and discussion points include: Service requests, Ticket status & management, Scheduled KPI reporting (if contractually agreed), Preventative maintenance reporting, Fault Management System, Incident occurrences & management, Escalation occurrences & management, Service Level Agreements (incorporating KPI\u2019s).<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n
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On-site Support Technicians<\/strong><\/h2>\n<\/div>\n<\/div>\n<\/div>\n\n
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Subject to the demand of your project, there may be a requirement for a Permanently Deployed Site Support Technician to provide dedicated technical support services, we can provide a full-time transition technician to be located on Ordnance Survey premises for a period options of 2 & 4 weeks. <\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n
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There are many advantages to this service, as follows:<\/span><\/p>\nImmediate response to issues. Custom user training sessions to enable client base to familiarise with systems. Post assignment analysis including service improvement program. Client feedback and surveys for customer satisfaction. Immediate access to a fault management platform with Byond. Familiarity with AV estate resulting in tailored and efficient service delivery. Awareness and integration into customer philosophy and culture.<\/span><\/p>\nImproved communication during fault analysis resulting in quicker resolution times. PMV can be conducted to a planned schedule and adapted in line with business activity thus reducing disruption. Training and development is provided by Byond and tailored to customer requirements. Reduced requirement for visits by field service engineers and associated administration. Planned and ad-hoc training can be quickly and easily provided to system users. Ability to develop and support daily operating processes to maximise user adoption and return on investment. Reduced FTE within IT enterprise thus contributing to low operating costs.<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n\n\n
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Care’s Unique Service Offerings:<\/h2>\n<\/div>\n<\/div>\n<\/div>\n\n
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Available individually or integrated into your SLA .<\/span><\/p>\nOur additional service and support offerings, bring so much more value to your Care services and AVIT projects.<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n
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Analyse, react and preempt support across your entire MS Teams and VC estate and users.<\/strong><\/p>\nCareAnalytics is a patent-granted online data dashboard for internal IT and Support Teams. Providing all the real-time data from all meeting rooms, peripherals and user information, so that you can check and diagnose problems if they come up, before they become a problem inhibiting amazing collaboration for your company and teams.<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n