A service wrap for all products (multi-vendor environments) which includes internal infrastructure diagnostics, health checks, dedicated engineering resource and guaranteed SLA’s whether the customers service is provided by us or not.
Service engineers that interface and co-operatively work with a customer’s IT team’s and 3rd party suppliers to diagnose and resolve faults which help reduce the risk of interruptions to the end-to-end service caused by combined network/telephony issues.
Risks of not having it
This is key if a customer’s solution is not working and having a direct impact on another part. Often the customer has multiple service providers (e.g., external IT, one company providing the PBX and others providing the connectivity, that make up the full service. Not knowing which supplier should resolve the issue creates huge frustration and worse causes delays in resolving the ongoing often service impairing issue.