This team, which comprises 32 field engineers, will provide national coverage for on-site hardware diagnosis and replacement and is one of the largest Avaya support teams in the UK. This UK-wide field force works in partnership with engineers who provide remote diagnosis and support, and assist with software-specific issues and service restoration.
Dimension Data is able to offer guaranteed SLAs for 8 x 5 or 24 x 7 support together with a range of additional value-add options that provide some key differentiators in the marketplace. Dimension Data’s Proactive Monitoring Service provides system alerts should any errors occur to reduce impact to service continuity, whilst a team of Service Delivery Managers conduct regular reviews of service levels and ensure consistent adherence to SLA agreements.
To ensure the appropriate spares are always available to engineers in any region, Dimension Data is now holding critical Avaya spares in seven locations around the UK: Bristol, Sunbury, Newcastle, Leeds, Birmingham, Edinburgh and London.
Avaya’s UK & Ireland Services Director, Andy Scopes, says, “Occasional network downtime costs UK businesses millions of pounds each year. Whilst diagnosing the nature of the problem is of course a key factor in its severity, the difference between a severe outage and a minor hiccup can be the speed at which qualified field engineers are able to get to a site and restore service.”
Andy continues: “Dimension Data’s expertise in data networking as well as their growing knowledge of Avaya skills puts them in a strong market position in the UK convergence space. Providing Managed Services is a natural extension of Dimension Data’s Avaya offering and takes the relationship between our companies to a new level.”
According to Paul Hart, UK Services Director at Dimension Data: “Our new Avaya Managed Services proposition plays to Dimension Data’s strengths in Converged Communications and Contact Centre solutions, enabling us to be a one-stop shop for design, deployment and management of Avaya IP solutions. Our broad expertise, combined with specialist knowledge of Avaya IP solutions, allows us to personalise our Avaya Managed Services to suit the unique requirements of individual organisations.”
“This is good news for businesses that are moving from TDM to IP Telephony, looking to deploy mobility solutions, or moving their contact centre to a virtual or IP environment,” says Dave. “All can come to Dimension Data for the design, deployment and management of the entire solution.”
Hart concludes, saying, “This service is also available from Dimension Data in some other key locations across EMEA, enabling businesses with multiple locations across the region to benefit from a single Managed Services contract.”
Dimension Data was recently recognised and was awarded “EMEA Systems Integration Partner of the Year 2006” at the Avaya Business Partner Conference which took place in Rome last December.