LEVELS OF SERVICE
To enable us to provide a fully tailored managed service for each of our customers, we work closely with each case to gain a full understanding of their requirements. We will assess the level of support required along with how the support should be delivered based on objectives and resources available.
To provide a starting point to benchmark our services, we have developed three different service levels:
Re-Act
Providing responsive technical support and problem management, with the added benefit of vendor escalation and remote fault diagnosis, our Re-Act Service is used by many of our customers as a safety net to help support the work of their in-house IT team.
Monitor
Building on the technical support provided by Re-Act, our Monitor Service offers a more pro-active level of service where systems are remotely monitored from our operations centre in order to pre-empt, diagnose and resolve any potential problems and predict how systems will evolve over time. This type of service is ideal for more critical or complex systems where users and customers alike demand high levels of system availability.
Manage
Designed to free up maximum amounts of time for in-house resources, our Manage Service enables customers to enlist CNT to undertake a comprehensive range of pro-active system management services including implementing updates, patches and administrative changes.
ITIL Approach
To guarantee standards, all of our managed services are based on IT Infrastructure Library (ITIL)
best practices and processes. ITIL provides a systematic and professional approach to the management of IT services. By adopting this process driven philosophy, we ensure that your IT infrastructure meets your business needs and strategic aims. This ITIL approach provides a visible, documented and consistent approach to service delivery that helps you reduce costs, increase productivity and improve user satisfaction.
myCNT
Whichever service level you choose, you'll be provided with a 24/7 access to ‘myCNT’, our on-line Customer Portal. myCNT provides you with a range of on-line services enabling you to manage your Service Desk calls in real time including accessing your current contracts; logging a support call; viewing your call history, and accessing an on-line statement of points.
We have a new Managed Service which are providing to a number of customers where we are actively monitoring all servers and network switches, which in the event of a problem i.e. the Power Supply fails we would receive an alert via Text Message, Visual Alert, Audible Alert or Email.