Nowcomm

Support Services - NowSupport

What is NowSupport?

NowSupport are branded support services from Nowcomm. As such NowSupport has internal access to some of the IT industry’s finest and most experienced engineering resources, along with extremely close ties and true working knowledge of our key technology partners, particularly Cisco Systems.

 

NowSupport offers nationwide remote and onsite fault diagnostics and resolution combined with repair and replace facilities via the Nowcomm Technical Support Operations Centre located in the East Midlands.  

 

NowSupport use techniques and best practices employed by global support divisions of the leading IT manufacturers, such as Cisco Systems, to deliver 24*7 support services to our customer base and include dedicated on-call support engineers located across the UK&I.

 

NowSupport truly understand the necessity of ensuring critical service availability and reducing business risk. As such NowSupport benefits from distributed internal knowledge base and engineering resource, including our secondary and resilient Nowcomm DR facility in Shrewsbury.

 

NowSupport is backed by the logistics expertise of two of the UK’s leading hardware support engineering installation couriers, along with the Global Support Capabilities of our key technology manufacturing partners such as Cisco Systems. All our support partners operate full 24*7 support facilities.

 

NowSupport regularly examine and apply the best technical management support and logistics practices in an effort to continually improve our existing levels of service and commitment to all our customers.

 

This combination of engineering support staff, hardware logistics capabilities and direct interfaces and relationships with product manufacturers ensures our customers always receive their guaranteed SLA, whilst benefiting from the single contact and management point of your Nowcomm Technical Support Engineer in addition to your Nowcomm Account Team.

Key Features of NowSupport

Respond, Diagnose and Rectify

The first key feature of NowSupport is the simple premise to provide quality and effective support that ensures when the unexpected occurs Nowcomm deals with the problem, reducing the impact of any noticeable loss in service and allowing your business to operate smoothly.

 

NowSupport places significant emphasis on rectification of a system fault or issue. Simply having a standard priority scoring of faults is of little customer value. Similarly applying the incorrect engineering resource and skills set to an issue can lengthen the time to resolution.

 

NowSupport effectively manages each customer issue. From initiating a service request, our allocation of the correct engineering procedures throughout the support instance, helps to reduce the time taken to bring the environment back into correct working order. A key skill in such situations is the knowledge to identify what is broken, malfunctioning or mis-configured, and restore this component back to the last best known live state.

Manufacturers Best Practice

The second key feature is another basic rule. When providing and delivering support for a Cisco based network, follow the manufacturer’s support and service guidelines. The Cisco Lifecycle approach to services defines the requisite activities at each phase of the network lifecycle to help ensure service excellence, with Cisco promoting a stated best practice that joins the forces of Cisco and skilled network partners with the customer to achieve the best results.

 

Therefore, a NowSupport contract with Nowcomm is not simply a maintenance or insurance contract, but a service offering that applies the four relevant Cisco Lifecycle stages (Planning, Design, Operate and Optimise) throughout the service agreement with the use of highly skilled engineering resource throughout the life of the NowSupport contract.

Customer Requirements Focus

The final key feature of the NowSupport contract may be considered the most important, and is the most wide reaching and advantageous for our customers.   In taking our ability to deliver market leading Response, Diagnostic and Rectification services, and in applying specific manufacturer’s best practice to Support Framework, NowSupport can deliver excellent proactive and reactive based support and maintenance services.

 

Our desire and passion to deliver industry recognised outstanding service to our customers can only be achieved by tailoring each NowSupport contract to match the requirements of each customer, rather than deliver standard “gold, silver bronze” service offerings.   As such, a NowSupport contract is flexible to change with your business requirements outside of standard renewal dates.

To contact a Nowcomm representative click here or call us on +44 (0)1332 821100