Support Operation
Datapoint’s Service Operation encompasses everything during the lifecycle of a support contract from reactive incident management to optimisation and improvement initiatives.
Simple support assignments take the form of customers interacting with a local service desk for problem or incident resolution, occasionally seeing an engineer on site and sitting down with their Datapoint service manager for performance and financial reviews.
However, technologies that are either moving towards end of life, are subject to continual vendor revision or are susceptible to performance issues need more attention. Therefore, additional services such as configuration management, release management and capacity management are likely to be more central to these types of contracted support.
Finally, the most complex and critical support needs have to be managed even more robustly: typically with the addition of dedicated resources, such technical architects who spend much of their time on site or are even based permanently at customer premises. More senior Datapoint management and executive also aid the relationship management and take on roles in project boards and steering committees.
These types of contracts are also likely to involve a focus beyond day to day operations and tackle issues of security management, business continuity and ways of anticipating future demand and/or critical failure. Technical and operational optimisation studies often complement these efforts.
The following menu of support services provides the options from which Datapoint develops a customised contract that suits every type of customer.
Incident Management
- Incident logging, tracking, escalation: 1st/2nd/3rd line support
- Serious incident analysis and recommendations
- Multi vendor management
- On site engineering
Monitoring Services
- Daily ‘ready for business’ checks
- Remote alarms: key systems
- Service level reports
- Converged network performance trends
- Infrastructure performance trends(including network if required)
- Applications performance trends
- Toll fraud
Change Services
- Software release: upgrades and patches
- Product obsolescence
- Configuration management: passwords, daylight saving changes
- Moves, Adds and Changes
- Asset register and documentation
Business Continuity Services
- Manufacturer’s preventative maintenance
- System resiliency testing
- System back up management
- Disaster recovery planning and testing
- Health audit: performance and diagnostic checks
- Capacity and security audits: trunk utilisation and key systems
Continual Service Improvement
- ROI Review
- Technical and end user training
- Operational optimisation study
- Technical optimisation study
- Business user experience surveys
- 3rd Party SLA management
Further information on Datapoint’s support service or enquiries regarding bespoke versions of any of the standard services are welcome and can be made via our contact us facility.