Proact Premium Support provides access to our very knowledgeable and certified engineers, who have extensive experience of resolving system problems. As Premium Support often involves products from a number of vendors, Proact acts as a single point of contact. As a client, there re several benefits to you:
- No finger-pointing between suppliers
- No passing on problems from department to department
The support organisation consists of a service desk staffed by experienced engineers who register, classify and prioritise all incoming calls. The service desk is also capable of resolving the most common issues. Calls requiring research of any kind are escalated to a specialist team with an in-depth knowledge of the systems affected. Proact makes sure that there is always a valid agreement between Proact and the vendors supported which will allow the specialist team to escalate the problem directly to the vendor's engineering department if so required.
Proact Premium Support provides access to the latest versions of software, as well as providing access to and installation of replacement parts. By "installation", we mean that we will replace whatever is faulty. This service is available for software as well as hardware.
An Operations Review is performed every quarter, with the following agenda:
- Follow up on support provided
- Proact CSIS
- Log analysis
- Follow up on changes made
- Change projects in the pipeline
- Technical Update
Supplementary services are also available to complement Proact Premium Support. Fault analysis by means of remote connection is also offered so as to reduce the time required for troubleshooting.
Critical Site
Our experience as a supplier of support has taught us that critical cases need to be handled in a special way. When a system is down and production is unable to continue, the following procedure is executed:
- a Critical Site Manager is appointed who has full access to all resources, and…
- a Critical Site Action Team is put together to focus on the situation
- Daily information to:
- Client
- Supplier(s)
- Proact management
- Dynamic Roadmap throughout the case
- Case closure with follow-up
The Critical Site Action Team has only one mission; to get production up and running again while the specialist team tries to resolve the actual problem.
Onsite services
A Proact specialist goes onsite to replace the faulty part and/or make software corrections as follows:
- Problem reported by e-mail or telephone to the Proact service desk.
- Response on site within 4 hours for delivery and installation of the replacement part.
- Priority fault rectification by e-mail or telephone
- Fault analysis via a remote connection
- Proact website available round the clock for reporting problems.
- Reporting on site within 4 hours unless assistance can be provided remotely.
Levels:
- 9x5 Premium Support - Monday - Friday 8:00 a.m. to 5:00 p.m. (not public holidays)
- 24x7 Premium Support - 24 hours a day, 7 days a week
Fault analysis via a remote connection
Proact collects the information necessary for fault analysis via a remote connection by checking logs or executing commands, for example. Once this information has been retrieved and the fault analysis is complete, the client is notified of possible solutions to the problem.
All systems that can send health checks are connected to Proact's call track system. All hot swap problems are allocated a support ticket which is registered in the system without involving engineers. Once the support ticket has been registered, a Proact engineer is dispatched to replace the affected hardware. The engineer dispatched makes the client aware of the problem and makes sure that the system can be accessed to replace the faulty unit.