Agile provides a flexible portfolio of advanced diagnostic, resolution and maintenance services to provide you with optimum system uptime, profitability and competitive advantage. We have a long standing and proven support record as a prime provider or working in partnership with other service provider organisations.
Agile’s support organisation has the large pool of Avaya, Tandberg and NICE engineering skills. Our support engineers have achieved and maintain certification in their respective areas of expertise ensuring you have requisite technical knowledge at your beck and call. Backing up Agile’s support team are escalation channels to our equipment manufacturers, who provide in-depth diagnosis.
Minimise Business Disruption
Our support services minimise downtime and accelerate service restoration minimising the impact on your business.
Reduce Total Cost of Ownership
By leveraging our economies of scale, skills, tools and know how, you can reduce the overall costs of supporting your infrastructure and applications.
Focus IT Resources
By using our expertise your can focus your valuable IT staff on core business activities, and reduce training costs.
How it Works
We offer a wide range and growing portfolio of support services, which we can tailor and package according to your unique needs.
Our support portfolio includes:
Network Operations Centre Service Desk
Our NOC Service Desk is your first point of call for queries and issues. Using multi-media contact methods, case management, remote diagnostic and monitoring tools the NOC Service Desk provides you with a seamless support experience and gets to the bottom of the issues quickly and efficiently.
Our Agile Expert remote monitoring service checks the health of your systems day and night. It means you can focus on your core business knowing that our engineering experts will be ready to respond at a moment’s notice if your critical systems miss a heartbeat.
Customised Service Levels
We recognise that every business is different and so we tailor coverage hours, response and restoration times to fit your business. Our NOC service desk and engineers are available 24x7, ensuring there’s support when you need it.
Hardware and Software Support
To maximise availability and productivity in this increasingly complex world of communications, you need specialist skills to quickly get to the heart of problems. Our Hardware and Software Support service delivers professional remote and on-site diagnosis and restoration backed by certified engineering expertise.
Our hardware replacement service ensures that if you have a vital hardware failure, we’ll have a replacement spare on site to keep the heart of your system running. At Agile we maintain a comprehensive pool of hardware spares for our customers and the network to expediently deliver these to your site. By leveraging our economies of scale you reduce your total cost of ownership, because we can spread the cost of spares across multiple customers.
Our Software Support Upgrade service provides you future access to major upgrades released by the manufacture. This service protects your investment, avoids unplanned costs and allows you to take advantage of the latest business functionality when you need it.
Our preventive care service minimises the risk of downtime by performing regular checks of your system. Preventive care programmes can be tailored to meet your requirements.
Off-Site Configuration Backups
Your system configuration is the crown jewels of your solution. If it becomes corrupted or lost it will have a significant impact to your business. Our Configuration Backup service maintains a copy of your system’s configuration off-site at our premises, so if a problem arises we can quickly restore your service.
Service Level Management Reporting
Our Service Level Management Reporting provides you with a view of trend analysis and how we’re performing against key service level performance indicators. Service level reporting provides you with an objective way of measuring the level of service being delivered to your end users and can complement in-house reporting to your stakeholders.