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BT Engage IT delivers value-added services designed
to optimise the availability of IT services, blending dedicated
on-site, mobile and remote systems and software support capabilities
to provide the optimum combination of service to match any
client's requirements.
Fault incident resolution services are delivered through
a nationwide mobile service team are complemented by remote
diagnostic facilities to deliver high levels of first touch
resolution and system recovery.
The following table outlines some of the maintenance services
targets available from BT Engage IT. These are the standard offerings
which meet the majority of client's requirements. The "fix"
will be achieved utilising whatever methods are required,
i.e. by phone, by supply of a client replaceable unit (i.e.
mouse, keyboard) or by visit to site by a BT Engage IT service
engineer.
|
Fix |
Target Description |
| 2 hours |
Where a suitably skilled on-site engineer
is provided, supported by locally held spares, this highest
level of service can be provided for critical IT equipment. |
| 4 hours |
The fault incident will be fixed within
four hours. In order to meet this service level dedicated
spares may be held at strategic BT Engage IT locations or client
premises. |
| 5 hours/8 hours |
A unique offering from BT Engage IT which is only available for Tier 1 Server equipment. The default service level for this option is eight hours
but should the fault be critical (server down) then the
call can be escalated by the client to a five hour fix.
If the fault is not fixed within that time a replacement
unit of equivalent or better specification will be provided.
This is a cost effective solution ensuring minimal down
time for critical fault conditions without the cost for
non-critical incidents |
| 8 hours |
The fault incident will be fixed within
eight hours.
|
| 16 hours |
The fault incident will be fixed within
sixteen hours. |
| NBD |
The fault incident will be fixed prior to the end
of the service window on the next business day. |
The BT Engage IT Support Service is predicated
upon achieving a fix within the target times shown above.
Where IT services are critical to a client's business
this is a much more valuable commitment than the more common
guarantee of a response only.
Supported manufacturers include (but are not limited to)
- HP (Compaq) - Toshiba - IBM/Lenovo - Dell
- Fujitsu - Acer - Epson - Oki - Panasonic - Kyocera
If, following a hardware failure, the operating system has
been affected the BT Engage IT service includes a reload, subject
to the client having the available media and licenses on site.
All service requests raised by clients will be directed to
the BT Engage IT Service Desk (Service Desk). The Service Desk
is in operation 24-hours a day 365-days a year, and incidents
can be logged by phone, Internet, E-mail or directly from
a client's help desk system where the relevant interfaces
exist.
Incidents are then technically vetted, before being passed to
Logistics Planning and Field Service Planning to ensure engineers
and parts are despatched as required to meet the guaranteed
fix level within the contracted service commitment. The engineer
will fix the unit on site wherever possible. If this cannot
be achieved BT Engage IT will exchange the unit to provide a loan
of equivalent or better specification within the fix time and
client equipment will be returned to the BT Engage IT workshop for
repair.
Call centre agents manage each call throughout, updating
the client or helpdesk as necessary with progress on the call,
using the BT Engage IT incident management system. If required,
and subject to the creation of appropriate links, clients
can be given access to their call history and current activity
in order to monitor service delivery.
Return to Service
In addition to the standard operating system reload, BT Engage IT
offer a "Return to Service" option whereby agreed
applications and data will also be reloaded if affected by
a hardware failure.
Time and materials
Services not covered by an existing BT Engage IT contract can be
delivered on a time and materials basis.
Workshop repairs
BT Engage IT offers a full workshop repair service
which can also be utilised by clients on a preferential, ad-hoc
chargeable basis if an item is not covered by a contract.
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