Uptime Maintenance Service Brochure - Dimension Data

Uptime
Maintenance Service

Uptime – Maintenance Service
The pace of business today simply
doesn’t allow for downtime. When
systems go off-line, productivity drops,
time and money go to waste and
opportunities are lost.
Handling the faults that cause
downtime makes resourcing a vital
part of IT maintenance. But finding
the right skills is a challenge for
IT managers.
Using these resources effectively to
minimise the cost of maintenance is
similarly challenging, and while overspending
on IT is serious, exposing the
business to risk by under-spending is
even more so.
A cost-effective way of handling this
is to access the right resource for the
faulty technology through Dimension
Data’s Uptime Maintenance Service.
Not only can our teams handle faults
and restore devices across multiple
vendor technologies, they make the
fix within a set response time that is
agreed with you.
The pace of business
today simply doesn’t
allow for downtime.
When systems go offline,
productivity
drops, time and
money go to waste
and opportunities
are lost.

IT maintenance complexities How we can help
IT managers are challenged to justify the cost for an in-house
team that holds all the required certifications to maintain the
IT environments of today.
However, without an appropriately sized team, there aren’t enough
resources to perform all the necessary maintenance activities.
Valuable internal resources are used to fix problems, regardless of the
level of expertise required. The result is a team of over-worked experts
and high maintenance cost.
The capital outlay for enough spare IT parts to mitigate the risk of
downtime can be crippling. The alternative is to be selective, but this
increases the risk, so it’s difficult to decide which spares to keep in stock.
Not having the right replacement part available can mean that your
business environment is down for longer than necessary, and unplanned
costs for procuring the correct part has repercussions for the budget.
The time and effort spent on managing vendors and service providers
might mean there’s little left to meet the level of service the business
expects.
Worse yet, not managing your contracts could leave you at risk of
lapsing agreements or devices that are no longer maintained.
Keeping track of vendors and the devices they look after doesn’t leave
enough time to deal with the regular upkeep of your IT environment.
Haphazard maintenance is costly.
When a device is not functioning on the network, it’s not unusual to
have to call more than one vendor before the issue can be logged
and addressed.
It’s sometimes necessary to determine the cause of the fault before
logging the service request, just so the correct vendor can be notified.
When this happens significant amounts of time can pass before the
vendor starts measuring against a service level agreement.
In turn, this impacts on the speed at which you can deliver service to
the business and doesn’t allow you to commit to reasonable service
delivery times. Your department becomes inflexible, not willing to
offer guaranteed levels of service to parts of the business, unless
they’re critical.
Uptime – Maintenance Service
Having access to remote engineers – or an engineer who’ll arrive on
site with spares, if the problem can’t be fixed remotely – means that
your skilled in-house engineers aren’t stretched to the point where they
cause delays in fixing the problems.
An IT services partner that gives you access to extensive spare parts
negates the need to own and maintain these and frees up capital for
more strategic investment.
As we don’t rely on vendors for parts, but hold our own in store, we’re
able to resolve replacements faster than other providers. This ensures
minimum downtime. Regardless of the technology or vendor model,
we’ll deliver the part to your site with an engineer who’s qualified to
take the problem off your hands.
By having a single point of contact for maintenance issues, regardless
of the vendor or service provider involved, ensures you receive
consistent service, as well as deliver a reliable service to the business.
When you partner with a worldwide leader in service delivery, who’s
able to maintain multiple vendor technologies and offer guaranteed
resolution times, you can rest assured that commitments made to the
business to solve IT issues within a specified time will be met.
From the minute you call the Global Service Centre, the clock starts
ticking, giving you the ability to communicate the future availability of
technology to the rest of the business with certainty.
For more information on our Service Level Commitments please refer
to the Service Level Datasheets.
When you partner with Dimension Data,
you can rest assured that commitments
made to the business to solve IT issues within
a specified time will be met.

Uptime – Maintenance Service
Keeping downtime at a minimum – Maintenance Services
delivered by determined and open professionals from Dimension
Data assists you in accelerating towards the goal of an
IT environment that manages the cost of downtime.
plan build support manage improve innovate
Develop plans that
achieve business
objectives
Deploy and
transition
IT architectures
Dimension Data’s involvement can start as early
as you develop plans to achieve your business
objectives using technology. As a first step, we
will clarify your objectives and help you justify
any new investments. As you build your IT
environment, deploying new and transitioning
existing IT infrastructure, we procure and assist
you to deploy the most appropriate technology
solutions, managing the risk throughout.
Supporting your lifecycle of assets is where
Uptime Maintenance Service can make a
difference. It’s designed to facilitate rapid
response to incidents and restore failed devices
according to service level agreements that suit
your business requirements.
Much like a watch, which is driven by cogs
that work together to keep the watch ticking,
Dimension Data’s Uptime Maintenance
Service is made up of a number of service
elements, which all work together to
minimise downtime and provide business
continuity in organisations.
Incident Management:
• A single point of contact for all your
incidents around the world through our
Global Service Centres
• Management and prioritisation of the
incident or request to achieve the service
levels agreed with you
• Access to manufacturer support, so
your IT team can access manufacturer
documentation, tools, bulletins and
engineers when needed
Support full lifecycle
of IT assets
Manage full lifecycle
of IT domains
Engineer to Site:
• If an incident cannot be resolved remotely,
we’ll dispatch one of our engineers to
your site
Parts to Site:
• When a replacement part is required,
we’ll dispatch parts to meet our agreed
service levels
• Where replacement parts have been
shipped we manage the faulty part return
process (often referred to as return material
authorisation)
Multi-vendor Management:
• We’ll take on the procurement, renewal
and management of your manufacturer
(vendor) maintenance contracts
• Where there are claims against the vendor
for returned material, we’ll take on the
administration of the claim
Services Portal:
• Online incident and request logging;
moves, additions, changes and deletions
(MACDs) recording, and standard reporting
• Online access to contract details
• Online access to incident and request reports
Optimise
IT services
Subscription Services:
Differentiate through
technology innovation
• Software patches and minor feature
releases provided for you to install on the
configuration Items
• Latest major software upgrades provided
for you to install on the configuration items
• Latest software patches, minor feature
releases and upgrades provided for you to
install on the configuration items
• Latest software signature file provided for
security profile updates for you to install on
the configuration items
• Advanced vendor support on the software
configuration items
For more information on each service
element, please refer to the Uptime service
description.
Flexible Service Levels:
• Helps allocate the appropriate level of
response to problems that occur with
specific software and hardware devices in
alignment with their expense allocations
and importance to the business
• Provides a broad combination of response
and resolution commitments that can be
applied across a range of service calendars
for around-the-clock protection of critical
business systems
• Provides access to engineers and
technicians that liaise directly with vendors
to accelerate incident resolution
• Assures rapid restoration of your converged
information and communication technologies
anytime, anywhere, in the world

Why Dimension Data?
• Multiple vendors and multiple
technologies characterise your
IT ecosystem, which is why our
diversity of technical expertise
and experience, and close vendor
relationships will prove critical to you.
• Looking at your assets with a longterm,
lifecycle management view that
lowers overall costs, we help you move
beyond an expensive, purely reactive
approach. In order to pass the benefits
of influence, pricing and knowledge
on to you, we’ve forged long-term
relationships with vendors.
• We have global support agreements
with the following vendors:
– Networking – Cisco, Blue Coat,
Juniper, Riverbed, F5
– Security – Blue Coat, Cisco, Check
Point
– Unified Communications – Cisco,
TANDBERG
– Data Centre – VCE, Cisco
– Contact Centres – Cisco
• And regional support agreements with
another 50 including
– Security – McAfee, Fortinet, Juniper
– Unified Communications – Avaya
– Microsoft Ecosystem – Microsoft,
Citrix, Quest, Polycom, Mimecast,
AvePoint
– Data Centre – VCE, EMC, VMware,
NetApp, Symantec, HP
– Contact Centres – Genesys, Avaya
• In addition to a spread of technologies,
you want to work with the best experts
in each area, who are guaranteed by the
highest levels of certification among our
engineers.
• Your need for flexibility in the way you
procure IT services will be best served
by Dimension Data’s proven ability to
execute standardised services and fitfor-purpose
service level agreements,
no matter where in the world you are.
CS / DDMS-0939 / 03/12 © Copyright Dimension Data 2012
What’s the next step?
• Contact us to discuss the challenges
you face with IT support, as well as the
solutions we can offer to meet your
business-specific IT support needs.
• A consultancy engagement comprising the
IT Support Assessment that will culminate
in a comprehensive report on how to
close the gaps between your maintenance
and support contracts and your business
objectives.
• For more information on this and other
Dimension Data services, visit
www.dimensiondata.com
Uptime – Maintenance Service
In addition to a spread of technologies, you
want to work with the best experts in each
area, who are guaranteed by the highest
levels of certification among our engineers.

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Uptime – Maintenance Service
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