Global Support
Overview | Global Support Services Group
As businesses expand in geographic reach and complexity the challenges of logistics management, system installation and system support will be expanding as well. To ensure that you deliver the competitive advantage to your customers, you'll want a service provider you can count on. And, because no two customer requirements are the same, NetEng's Global Support Services group provides you the flexibility to tailor a support program to your specific needs and to change that program, as your needs change. This program addresses the needs of multi site national and international customers who want consistent deliverables.
For more than 15 years, NetEng has been a Systems Engineering resource to the telecommunications and information technology industries. If your company has locations in more than one area, NetEng can provide you with coordinated Regional, National and International telecommunications service. NetEng is currently servicing an impressive customer list in locations within the US, Mexico, Canada, and Australia. Network Engineering provides our customers with the convenience of a single point of contact to handle the process of logistics management, system installation and system support. This results in valuable time savings and consistent service for you and your customers.
Global Support Services Group
This group offers multiple technical service options, as well as, streamlined logistics management to NetEng customers with operations at multiple locations. Customers choose the program to fit their needs.
NetEng's Global Support Services is adaptable to each customer's technical support organization, accommodating both centralized and distributed help-desk models. Global Support Services for post deployment are based on NetEng 's philosophy of moving beyond traditional business barriers:
To deliver a consistent level of service
To deliver faster problem response
To reduce systems outages
To significantly improve customer satisfaction
NetEng's Global Support Services installation and provisioning are flexible, too. For coordinated, streamlined deployment of new hardware, customers can employ NetEng to ensure fast and easy installation. If the customer has qualified resident System Engineers and doesn't need turn key deployment from NetEng, we can bundle a variety of supplemental support options.
NetEng's Global Support Service addresses the specific service issues faced by multiple location or global customers, who desire consistent deliverables among their sites.
Support Services
NetEng's Global Support Services provides 24 hours a day, seven days a week access to service requests. Our trained staff will troubleshoot the problem and bring the System back to functional specification within the contracted amount of time.
NetEng 's Global Support Services provides a set of customizable options that enable customers to define the services you need and the method of delivery. NetEng 's high-availability onsite program provides all the benefits of hardware maintenance services, plus bringing the System back to functional compliance. The matrix that follows summarizes the hardware and software services offered by NetEng for post installation are:
Description |
Type of Contracts |
Help Desk |
Normal Business Hours |
24 Hour Priority-Level 1 & Level 2 Support |
|
Field Engineer On-Site |
Next Business Day with parts |
7-days-a-week coverage |
|
4 hour response time |
|
Hardware |
Next Business Day-Advance Replacement |
Next Day-Advance Replacement |
|
Two Day-Advance Replacement |
|
Tailor Response Times to the Needs of Each Site/Customer
These programs are based on NetEng 's philosophy of moving beyond traditional business barriers to deliver fast response and high customer satisfaction. Customers can define and address their specific provisions by defining the level of onsite service, based upon customer response time sensitivity and core competencies at each site.
NetEng, Inc.
3010 LBJ Freeway, Suite 350, Dallas, TX 75234
Phone: (972) 443-1900 Fax: (972) 443-1926
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