Network Alliance, an established national ICT service provider with a track record of almost two decades of proactive, value-add service to the market, has reinforced its client support services capability with the positioning of its Network Assurance support centre.
The centre offers the market the benefit of always-available remote support as well as the expertise of on-site technical services.
Network Alliance, recently named Drive Control Corporation (DCC) and Dell SA’s Largest Enterprise Reseller for 2014, places a premium on reliable support to clients to help them manage their environments.
The Network Assurance Support Centre is equipped to provide clients with remote support and the benefit of onsite visits by skilled engineers. It is targeted primarily at companies that accommodate between 50 and 100 users.
The resource includes service, updates, backups, Internet Connectivity and other services that are needed to effectively operate a business. It houses a three-tier support system including 1st line support, advanced support and specialist support.
At present the resource manages 80 servers and these are proactively checked on a daily basis.
Raymond Wright, MD at Network Alliance, explains that the company established the centre to provide a more agile service to clients, to apply the necessary level of support for high-tech issues as well as the necessary remote, off-site support for small-to-mid tier issues.
The centre has the resources and manpower to resolve problems remotely, which is ultimately more cost effective and expedient for the client.
“From an end-user perspective, it is difficult when a client phones in with a problem like ‘the printer doesn’t want to work’. As such the reason for bi-weekly visits is to make sure everything on site is working fine. The majority of problems can be solved remotely and only ten percent of issues have to be solved on site. These are issues with hardware that usually requires someone on site to lend their services,” says Wright.
The resource is operated by experienced staff who are trained and MCSA (Microsoft Certified Systems Administrator) certified in line with the company’s status as a Microsoft Gold Certified Partner.
Network Alliance is open weekly from 8am to 5am and on standby after hours. At present, the smallest user/client being serviced has 5 users and the largest has 250. In total, the Centre looks after approximately 800 users.