Data over the last three years suggests that customers experience more network problems in the summer months during periods of higher temperature. When Comms-care referenced an existing customer record it illustrated that in the months June through to August they found on average that their Service Desk received around 36% more fault calls per month compared to December to February.
Common problems occurring across a lot of the contracts that resulted in fault calls being raised included clogged air vents in dusty environments, over heating, power fluctuations, lack of air conditioning and server temperature sensors failing.
When a fault call is logged with the Comms-care Service Desk, appropriate escalation procedures begin immediately. The Service team locate an engineer in close proximity to site and assess in detail the work and kit required. All Comms-care’s spares locations are geographically placed to suit Customers needs.
With increased pressure on engineering resource during the summer months, Comms-care has engineers on standby 24/7 for emergency call outs. With our new Rapid Response service Comms-care are able to respond to call outs promptly to avoid situations such as traffic congestion and respond to all sites within SLA.
Ewan Conlon, Service Delivery Manager at Comms-care comments: “As soon as we hit June fault calls tend to start increasing and peak in August. We are fully prepared for this and have the correct procedures in place to cope with the demand. All engineers are located in close proximity to our Customers’ sites and with our new Rapid Response service engineers can easily reach site well within SLA.”