Assurance Model |
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 Synergy offers a number of options as part of our Service Assurance Plan. This includes: |
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1. Customized Service Programs
2. Guaranteed Service Level Agreements (SLA)
3. Deployment Services
4. Proactive Maintenance Programs
5. Round-the-Clock Surveillance and Assistance
6. Proactive Fault Detection
7. Preventative Maintenance Inspections
8. Performance Tracking |
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Maintenance coverage includes performance and fault management of the entire network.
We support single user requests, large scale deployments and enterprise upgrades. Our technicians deliver support for Break / Fix maintenance on: |
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1. Laptops / PC’s
2. Printers
3. Servers
4. Routers / Switches
5. Storage Arrays
6. Tape Libraries
7. Firewalls
8. IP Telephony Systems
9. High Speed Internet Access Systems |
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Technicians are able to service and dispatch diverse manufacturer parts from our centralized warehouse, improving response time and assuring a quick resolution to issues.
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Rapid Resolution
Our technicians deliver the gains you expect through effective problem diagnosis, escalation and resolution. We currently support 30,000 calls from across North America, and maintain an average: |
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• First-call resolution of 80%
• Response time of less than 12 seconds
• abandoned call rate of less than 4% |
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Technicians pay close attention to the servicing details of each issue, responding quickly with proactive telephone support and rapid onsite response.
Priority Onsite
Our infrastructure maintenance service agreement includes hardware support and all parts and labor costs with a 4-hour onsite response time.* restrictions apply
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Solutions