Service features
- 365 * 24 Hour Network Operations Centre provides permanent service monitoring
- HP OpenView & Remedy - industry standard management, fault ticketing and management systems
- 7 spares depots supporting national service level agreements
- 2 Hour national on site field capabilities via, 6,500 engineers (Emcor & WS Atkins)
- Customised reporting options
Our goal is to continually improve our level of service to you and we hope you will agree that regular reviews are a worthwhile investment of your time.
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Service delivery and lifecycle management
Vtesse Networks take service level commitments very seriously. Our Quality Management Systems are ISO9001:2008 accredited. Our information security systems are on track for ISO27001 accreditation. Our service delivery and management processes are based upon ITIL standard models and our project management teams adopt PRINCE2 methodology. Our project managers are PRINCE2 qualified. As a part of the contract negotiation process, you can expect us to discuss options and processes available to you in the following areas.
- Service availability targets and commitments
- Fault reporting processes, fault management and escalation
- Contacts and escalation chain
- Scheduled downtime and maintenance processes
- Site access and emergency access processes
- Health and safety
- Customised reporting against service levels and technical performance
- Physical security
- Change control and enhancement processes
- Non-performance penalties
Once we have agreed the details of how we will work together, we are anxious to ensure that we impress you with our service. We will agree formal quarterly reporting formats and dates.