Support Services
Supporting internal IT can be costly, especially when you need 24/7 cover. Many businesses cannot provide dedicated out-of-hours support; others find it difficult to react quickly to faults and security incidents without impacting ongoing projects and BAU operations.But finding a third-party provider that has the capacity, expertise and flexibility to cater for your needs can be a real challenge.
Block’s operations team can provide the specialist knowledge and flexible working needed to ensure your organisation runs smoothly 24x7x365. The service is based out of Block’s Operations Centre (BOC) in Surrey Quays, London and an ISO 9001:2000 / BS7799 certified Data Centre in Greenwich. It can be tailored to include remote, on-site and manufacturer support, together with service delivery management as required.
Block is one of the most qualified Cisco Gold partners in the UK, with all six Cisco advanced technology certifications and a string of complementary solution vendor accreditations. Our team of experts is supported by helpdesk systems that enable the BOC and customer infrastructure teams to collaborate on issue resolution and to update each other with progress at the click of a button.
Where escalation is required, the BOC follows a defined third party escalation process and takes full ownership of hardware replacement, access to software and vendor assistance.
All of this translates into reduced issue resolution timescales for customers, and ultimately to maximum system availability for end users.
We do things a little differently at Block. Here’s what you can expect from our service:
- Immediate access to skilled resource: we do not employ people to log calls. Every person you speak to in the BOC is qualified to Cisco Professional level as a minimum.
- Prompt issue resolution: the BOC team always aim for ‘first contact resolution’.
- Depth of expertise and experience: our engineers have direct access to four CCIE level experts to assist when critical issues arise. The CCIE is Cisco’s highest level of technical certification.
- Best practice service management: our services are fully aligned with ITIL, and are underpinned by state- of-the-art systems for easy collaboration between your own staff and our BOC engineers
- Transparent performance measurement: we can provide monthly, weekly and daily reporting on SLA performance, including executive reports, depending on your needs
Service Flexibility
We cover the right technologies. We have the right people, with the right attitude, processes and systems. We meet SLAs.
There is one final Block service element that we think stands apart: the commercial flexibility of our offering. Using our unique pricing structure, customers can choose different levels of support and management for different elements of their infrastructure, and be charged accordingly.
Maybe you want 24x7x365 cover in your Data Centre, but you only need 8x5xNBD for your IP Telephony System. Maybe you want on-site support for your Video Conferencing System, but remote support will do when it comes to your WLAN.
With Block, you will pay for and receive just what you need. With many other providers, you will have to choose from a limited set of options that have more to do with lowering costs and complexity for the provider rather than the customer.
