Support
Datapoint provides a full portfolio of support services for call centre and enterprise infrastructure and applications. These range from traditional ‘break-fix’ to full managed service solutions and hosting.
Our service footprint covers EMEA as well as South East Asia and both North and South America. We recruit and invest up to accredited tier three expertise for our major vendor partners. Our leadership team networks extensively with these organisations unlocking global access to their tier four experts and R&D teams for additional troubleshooting.
To complete the delivery of a single point of accountability for our support customers, Datapoint provides broader third party vendor management to expedite interrelated infrastructure, network and application performance issues by facilitating co-operation and integrated problem solving.
The ongoing quality of support is further ensured by providing key personnel on a dedicated basis so that once in depth knowledge of your customer support environment is developed it can be maintained across the whole support experience.
Service Managers
One such role is the service manager who becomes the lynchpin in ensuring you experience full benefit from your support investment. Their role is to provide an additional layer of intelligence beyond the operational service being delivered.
For instance they will dig into the root causes of an incident and develop failsafe strategies to prevent further occurrences. Or they will proactively find opportunities for improvement such as poor end user experiences, high cost of ownership figures or repetitive performance failures. This role is of particular importance in complex support environments which typically carry high costs and attract ongoing operational issues that require interventional management.
The hub of Datapoint’s operational support services is the International Operations Centre which is accessible via phone, web portal and email. This is delivered through local service desks to be more responsive to customer needs. The IOC and its ‘in field’ team of engineers, who have rapid access to local stock of spares, are on call 24 x 7 x 365. This is augmented by professionally managed ‘back to back’ relationships with local service organisations which can be scaled to a global capability in supporting customer sites.
The ongoing development and quality control of Datapoint’s service delivery is driven by the BS ISO/IEC 20000:2005 IT Service Management standard and the supporting best practices within the IT Infrastructure Library (ITIL) framework.
If you are an existing customer with a support contract, you can report faults on +44 (0)845 070 7000 (operates 24x7). Non-urgent service requests can be reported via email to: ioc@datapoint.com (monitored during normal working hours only).
Datapoint provides the following support services.