- Initial level for meeting customer demands
- Problem related information generation
- Application of basic problem eliminatinon procedures
- – Physical Connection Checks
- – Password Problems
- – Basic S/W Install/uninstall
- – Checking the necessary S/W and H/W installations
- Escalation to L2 when necessary
- Controls the work performed by L1
- Application of additional diagnostics/ installations/ updates/ replacements.
- Remote and onsite intervention
- Providing baby sitting services if needed
- Organization of planned maintenance services
- Escalation to L3 when necessary
- Top level of the tech support service model
- Provide solutions to most challenging and advanced problems.
- Technical evaluation of customer infrastructure, interpreting gathered information and keep the customer informed accordingly
- Defining the action plans to be taken in case of a failure or problem
- Takes preventive actions and delivers proactive recommendations
– Our experience and expertise defined three tiered system, supports our customer’s end-to-end service requirements. We use effective escalation usage to add agility and efficiency to our service presentation.
– Our flexible service offerings respond to short, mid and long term requirements which require compliance with various Service Agreements.
DEDICATED SERVICES TEAM
– Experience with scalable and critical IT Infrastructure installations and maintenance.
– Dedicated Professional Services Sales Team
– Experienced Service Engineers and Technicians
– Focused on Customer Satisfaction
Managed Networking Services
Take advantage of our flexible service offerings: we provide end-to-end system delivery coupled with extended portfolio of maintenance services.
Sekom’s award winning portfolio of Services include; Site Survey/Installation, Maintenance & Technical Support, Turn-Key Project Implementation, Project Management and Operations Services. Our Maintenance and Support Services range from periodic maintenance, fault resolution/trouble-shooting and spares handling services to fully comply with SLA service contracts.
Project Management Services
We deploy end-to-end network-centric infrastructure projects with our award-winning service excellence.
We implement projects on a turn-key basis by dedicating a team of professionals ensuring timely completion of the project as per contractual obligations.
We ensure following milestones are achieved through Sekom Project Management Services;
• Cost-effective project implementation
• Resolution of project risks well before they materialize
• Establishment of effective communications with the client
• Quality increase in project delivery and hand-over
Managed Service Desk
With our ITIL based support system we keep track of service requests for our contracted customers.
Through a web interface, we not only provide direct access to our support system but also facilitate integration of 3rd party support & management systems with our ITIL based support system.