Service Assurance
For complete peace of mind
Running modern multi-vendor networks can mean maintaining multiple vendor skill sets. This can be both costly and impractical.
Utilising Kenton’s TAC (Technical Assistance Centre) ensures quality support with access to experienced engineers when you need it most, in a cost-effective package.
Enhanced Support Capability
Kenton’s TAC gives customers access to premium hardware, software and telephone support services to extend vendor support capabilities.
Varying services are available, including 8×5 and 24×7, with options for enhanced next-business-day hardware replacement services.
Tickets can be raised via telephone or email, and are assigned a dedicated case manager responsible for accessing the subscribed service options. Case managers track issues from logging to resolution delivering a complete end-to-end service.
Varying responses and Service Level Agreements (SLAs) can be assigned to suit any customer’s requirements. Engineers can be instructed to inform only, inform and proactively contact nominated contacts, or take appropriate proactive remediation steps.
Benefits working with Kenton
- Augment vendor support packages to meet customer support needs
- Access experienced, knowledgeable support engineers on demand
- Tailored support packages based on budget and need
24 x 7 Network Operations
The Kenton Group’s Network Operations Centre (NOC) offers 24/7, 365-day support for your digital estate. Covering Core, Distribution and Access layer monitoring, our NOC enables partners to deliver service assurance to its clients throughout the UK and beyond.
Encompassing IIoT to core exchange capabilities, our service enables your teams to deliver world-class support services.
Resilient Support Capabilities
Hiring and retaining staff is a challenge in all parts of a business, but when it affects vital customer support experiences its crucial to know that you have knowledgeable, and capable technicians on hand to achieve speedy resolutions.
Kenton’s NOC is manned by engineers with years of experience and enables clients to quickly onboard customers with quality-assured support processes and frameworks, meaning your teams are left to focus on service commissioning/enablement and guiding the customer journey.
Monthly, Quarterly and annual reporting options ensure your teams can gain significant value from operational data, helping them to deliver effective and actionable insights back to customers.
Benefits of our NOC
- Overcome staffing issues; hiring, training and retention
- Minimise disparate tools and platforms
- Delivery SLA specific responses per customer
- Resolve customers issues with zero impact to team resources
- Quickly adopt quality support process frameworks
- Gain fast, actionable insights in to operational metrics
- Ability to access enhanced troubleshooting skills
Varying responses and SLA’s can be assigned to suit any customer’s requirement. Engineers can be instructed to inform only, inform and proactively contact nominated contacts, or take appropriate proactive remediation steps.
Best service for you
Kenton’s customer support service can be delivered as a standalone service or combined seamlessly with our product supply and device management solutions, providing end-to-end service for advanced RMA replacement parts and engineers to a site where required.