Why should I have a Managed Services Agreement in place?
What are the risks of not having a Managed Services Agreement?
- Your business runs a significant risk in a loss of productivity due to system outages which could result in loss of revenue. Not keeping your critical communication systems operating at their optimum performance will lead to an unsafe working environment for your employees and contractors and could result in an undesirable loss of reputation
- There is no guarantee that your business will have immediate access to the skilled and varied resources required to respond to your issues in a timely manner.
- You don’t have an agreed schedule of rates, therefore costs blow-outs will be incurred when responding to and resolving any issues or failures.
- You will not have access to rapid turn-around times and cost effective repairs of radios terminals.
Radlink can offer a flexible Managed Services Agreement tailored to the individual needs of your business, which can include some of the following services:
1. Support Services
- Technical Assistance Centre (TAC)
Your calls will be attended by trained and experienced technical staff who will lodge your incident and or request and make every attempt to resolve as a First Call Resolution (FCR). If the incident and or request cannot be resolved as a FCR then it will passed to the Triage team.
- First Call Resolution
First Call Resolution (FCR) is the ability to resolve Clients incidents / requests the first time they contact the TAC, thereby eliminating the need for the Client to follow up with a second contact. FCR is included for all Support Services Packages. The nominal duration of a call is 15 minutes.
Radlink Communication’s Triage Service enables our technical staff to assign levels of priority to tasks and or individuals to determine the most effective order / method in which to resolve them. The triage service operates during local business hours.
- Web Portal / Ticket Management
Radlink Communication’s Incident / Request / Notification management system is available 24/7/365 via a web portal giving the Client the ability to create and track the progress of all calls. Training on how to use this system will be provided once the MSA has been signed.
- Remote Access
This allows Radlink engineers to periodically log into the system and see the status of the system. Many system settings and faults can be viewed remotely. This also allows a faster response time when attending emergency callouts as the fault can usually be identified before attending site ensuring that the correct parts and equipment is taken to site.
- After-Hours Service – 24/7/365
Radlink have a dedicated on call team who are available at all times for technical support
- Software Management Services
Software Management Services ensure the communications systems / sub-systems are fully supported by the OEM for the life of the system and to ensure it continues to meet your operational and availability requirements. The support also enables the Client to take advantage of “best-of-breed” enhancements and the latest features developed by the OEM in response to worldwide market influences.
2. Repair Services
Radlink Communications will provide the Client a number of Repair Services to their Communications systems and sub-systems. These services include Radio Terminal Servicing, Infrastructure Repairs, Radio Tier Repairs, Radio Express Repairs and Radio Capped Repairs
3. Field Services
- Planning Services
Radlink Communications will provide the Client a number of Planning Services to their Communications systems and sub-systems. These services include Preventative Maintenance design, PMI design, PMI planning and scheduling, Corrective Maintenance scheduling and field services activities scheduling, Asset Lifecycle Management and Change Management.
- Preventative Maintenance Inspection (PMI)
A technician or engineer will come to site and perform a full test on every component of the radio system infrastructure. Many faults or issues can be picked up and rectified well before they cause a system failure. Radio terminals can also be inspected on site if required.
- Corrective Maintenance
During an incident there may be a requirement for technicians to go into the field to investigate and resolve issues reported by the Client. This may require replacement parts and or the use of Client available spares. In the event that sufficient Client spares are not available, Radlink may offer to loan (if available) any replacement parts to return the system to operational service while parts are being repaired and or replaced.