We use our systems to deliver on the mutually agreed upon Service Level Agreements (SLAs). We manage the services desk and a few of the resolver groups. We have well-defined and structured call escalation processes to swiftly resolve issues that save your time and money. You will experience greater savings as this model nullifies the related costs of managing service desk employees.
Our aggressive SLAs help us balance client expectations while meeting internal metrics. We have various levels of service (Silver, Gold, and Platinum) at different prices, which can be reviewed and is a good starting point for negotiation.
Escalation Response Time
In addition to the skills-based work involved within the tiers of
management, stringent time bands are maintained at each tier for resolving or escalating an issue. These time bands are part of ExterNetworks’ internal operational procedures – used as a double measure – to ensure expedient resolution in line with the SLA commitments for each customer.
Key Benefits of the DNA IT NOC Service
- Solves IT Crisis: Our Help Desk Services help resolve any critical issues before it turns into a major IT crisis and brings your business to a standstill.
- Complete Freedom from IT Worries: You will gain complete freedom from all your IT worries through our Help Desk Service offerings. You can then focus on your core competencies with total peace of mind.
- Real-time Dashboard Monitoring: We provide you with an IT Health Dashboard that helps you get an overview of the real-time view of the status of your enterprise IT.
- Expert Support across Diverse Technologies and Platforms: You can be assured to get the best support services across a diverse range of technologies and platforms, with our certified engineers taking care of your IT needs.
- Cost-efficiency through Economical IT Support Costs: You can enjoy the benefits of economical IT Support costs through our cost-effective and efficient IT solutions.
- Superior Productivity: Your employees and customers can be free from the stress of IT worry and focus on their core jobs, which leads to higher productivity and enhanced user experience.
- On-Demand IT Support: With our Help Desk Services, you can benefit from on-demand IT support from our expert team of engineers, who are just a call or click away!
- Regular IT Health Reports: You can know the status and performance of your IT environment through a regular quarterly report on Lifecycle Management, Network Health, Warranty and much more.