Our 24/7 Tailored Support Services helps keep your network infrastructure running smoothly around the clock. When a fault does arise, our Service Desk Team takes ownership of all issues logged on our Service Desk System and manage the Ticket through to timely conclusion regardless of whether third party systems and suppliers are involved in the resolution. We believe a single point of contact provides for a better customer experience and rapid resolution

Network Expertise – Our Service Desk and engineering resource are focussed on providing service excellence around the Cisco and Cisco Meraki product set and also Riverbed SD-WAN

Spares Availability – Working in partnership with our nominated Cisco Master Services Partner we have direct access to over £5m of Cisco spares held in locations throughout the UK which map to our clients locations. Utilising a “device level” management approach, we ensure that the correct spares are in the correct location and that logistical availability is always optimised.

Single Point of Contact – In a multi-vendor environment it’s important to know that your “emergency service” will own the problem. There’s no finger pointing or apportioning blame elsewhere. Our Service Desk provides the first and second line support and management of the ticket through to conclusion. When a network fault is reported, our team will apply appropriate diagnostic and fault finding techniques to ensure that we have a clear idea of where the problem lies and either refer back to the relevant third party for resolution or despatch our engineer and relevant spares to site. In essence – the buck stops with us and timely network restoration is the only acceptable outcome!

Engineering Resource – Working alongside our nominated Cisco Master Services Partner we have direct access to a resource base of over 150+ Cisco engineers throughout the UK, ensuring on-site responses are delivered on a timely basis regardless of location and as such, your network downtime is minimised. Not only does this provide a geographically dispersed resource pool to provide for enhanced responsiveness, it also reduces operational exposure through staff churn or absence through sickness or annual leave

Change Control – A Services Contract with Quatrix includes the implementation of in hours minor change* requests on a free of charge basis.

Asset Management – We provide detailed reporting at a “device” level across the whole of the LAN estate under our management. This includes product lifecycle information and device history.

Enhanced Partnership – Working as a trusted partner, we will look to build an unrivalled knowledge of our clients network environments so that we can add value to the continued evolution of their networks

*The definition of a minor change request is as detailed within the Service Definition document included with your Support Contract. This service is only available where we have remote access to devices on the corporate LAN and subject always to appropriate change approval being granted by the client