Delivering Your Services
With availability being a key factor of any ICT infrastructure, we provide support services with a full understanding of the interdependencies across the various components, and how this supports your business.
Multiple services are combined to form a unique and customised managed ‘package’ for your business. The services are modular and can be applied to terminal devices, applications, servers and networks as well as traditional PABXs.
Full support of your ICT systems is based on provision of service via a combination of our Service Desk, remote monitoring and management as well as on-site engineering expertise.
We deliver the service using a combination of remote monitoring and on-site management which gets to the heart of your requirements whilst keeping costs to a minimum.
The ‘Hub’
To provide this level of support, we operate a central facility in Horsham UK. This 'hub' provides the technicians, the tools, the technologies and the processes to supply clients with business-oriented, cost-effective support.
Support methods
In many cases, diagnosis and remedial action can be effected remotely. Where this is not the case, an appropriately skilled Damovo technician is automatically dispatched to site to fix the problem. All actions and results are logged using our central service management system.
Customer Service Portal
We provide a 24/7 secure browser-based service which gives you secure access to a range of on-line technical help:
- Ability to log faults on-line
- Visibility of fault escalations for monitoring of SLA compliance
- A single point of access for technical help and information 24/7
Problem identification and resolution
In the event of an issue, you simply contact our Service Desk or for less urgent issues, log a fault call using the Customer Services Portal. Initial diagnostic activities are carried out remotely with a remote fix implemented where possible. If a remote fix cannot be made, a Damovo technician will be despatched to site to carry out further diagnosis and/or replacement or reconfiguration of the failing element. Our Service Desk will keep you posted on progress at all times. In addition you can monitor the status of the issue using your secure login on the Customer Services Portal.
Long-standing partnerships
As a provider of support services on a wide range of manufacturers’ equipment, Damovo maintain close working relationships with selected service partners under formal Damovo partner agreements. At all times Damovo partners conform to Damovo support policies and procedures in line with Damovo Partner Agreements.
