Fault Management
As part of our Planet One InTensive Care Customer Portal service, we have invested in state-of-the-art fault management systems to provide the most advanced trouble-shooting solution for you. Our fault management services provide managed coverage for customer repair calls, monitor the trouble resolution process and prepare performance statistics and reports for the engineer and the customer.
Trouble Ticketing
3D Networks has chosen the best-of-breed fault management system called Remedy – an automatic service escalation system that allows for continual tracking of the fault resolution at every stage of the project.
This system is a highly effective automated fault and request management system that is web-based — meaning our customers can log and view all cases online at their convenience.
This advanced system can be customised to suit individual customer escalation procedures, and it also offers a choice of communication tools to notify logging, progress and resolution of tickets throughout the service procedure.
Reports
Our trouble ticketing system generates meticulous reports for every problem – a function that saves precious time for the engineer, assists in problem-solving and also facilitates communication between a client and engineer – moving a project more rapidly towards its successful conclusion.
Firstly, faults are captured or logged and trouble tickets are immediately generated and made visible to our customers. The progress of faults can be tracked online by our customers' staff, providing greater visibility of the problem during its resolution. Customers are also able to produce online reports to identify problem areas.
The trouble ticketing system automates key tasks in the problem management process, and automated escalation procedures allow for immediate notification of problems within the agreed SLA (Service Level Agreement) timeframes.
Tracking Assets
When you purchase support services from 3D Networks we gather information about the products named under the maintenance contract and their locations and enter this into the fault management system. This is kept current as part of the maintenance contract and through regular audits of our customers system sites. If a fault is logged we already have all the information we need to commence fault resolution.
Our fault management system can also perform remote diagnostics. Identifying problems before they occur and offering potential long-term resolutions maximises your IT investment.
The system generates surveys to our customers upon close of tickets. All logged cases remain open until we receive feedback from our customers. Customer feedback assists 3D Networks with our continual improvement.
Remote Alarm Management
The IMaRC 3D Network Operations Centre is equipped to perform a range of remote diagnostic routines related to fault identification and analysis. By remotely auditing a network, our engineers can identify faults and rectify or reduce their impact by implementing remote software changes.
In the case of more complex issues deployment engineers are dispatched to attend the site. Leaving fully briefed with the results of the remote diagnostics, in most cases they are armed with the solution before arriving on-site.
The IMaRC facility offers our customers a single point of contact for all their network management requirements. 3D Networks Customer Service Engineers support clients on-site via remote access or telephone support. To assure our accuracy, precise reporting tools let us track fault resolution from start to finish.
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