Efficient Technical Support Services can help Service Providers to reduce churn by enhancing the end customer satisfaction and Enterprises to boost productivity by improving network and service availability.
Based on unique know-how and competences, Italtel offers distinctive multi-vendor Technical Support Services; being a single-point-of contact, whatever technologies are involved, Italtel significantly reduces the customers Operating Costs simplifying the support process.
Each request is traced on a Trouble Ticketing System. As soon as the request is taken in charge, the remote Help Desk involves the relevant Focal Engineer. If local investigation is required, TAC on-site is involved for: troubleshooting and other on-site activities, including hardware replacement.
Italtel TAC takes in charge all the assistance requests both for Italtel and third-party components, up to the possible escalation to TAC3 level, including hardware and software upgrades and patches. Italtel guarantees the SLA, also thanks to its Spare Part Management service and warehouses distributed in Italy and abroad.
Upon request, an on-site Engineer can join Customer Operational teams to share Operating and Maintenance activities on live network.