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Delivery Methodology - Managed Services
IIC’s managed services delivery methodology consists of a comprehensive set of defined processes for providing technology support for our customers’ end-users. These processes have been refined through IIC’s dedicated focus on continual process improvement. IIC’s managed services include routine maintenance activities as well as issue resolution for a wide range of hardware and operating systems software, including network, server, desktop, and mobile assets. IIC provides support services through a three-tier delivery model, as follows:
Managed Services Delivery Model
- Level One: All customer service requests are initially handled by IIC’s level one support technicians. IIC’s level one support technicians can be reached via phone or e-mail. These technicians perform a preliminary analysis of the issue and determine if it is within the scope of the support agreement. If an issue is out of scope, the technician will attempt to direct the user to the proper support channel; otherwise, the technician will guide the end user to resolve the issue (for simple issues (e.g., power-on resets)) or will escalate this issue to level two support.
- Level Two: All issues escalated from level one support are addressed by level two support technicians who will use remote access tools to diagnose and resolve complex or non-routine methods to resolve the issue. Any issues that cannot be addressed using remote access tools will be escalated to level three support. The level two technician will determine which level three support option is appropriate to resolve the customer’s specific issue.
- Level Three: All issues escalated from level two support are addressed by IIC’s level three support technicians. Level three issues typically require equipment repair or replacement. IIC offers several options for level three support based upon solution parameters (cost, speed, reliability, etc.) mutually agreed upon by IIC and our customers. Level three support options include:
o Depot Repair: Equipment is shipped to IIC’s facility for repair. Repaired equipment is returned to the customer via expedited shipping.
o On-site Support: IIC dispatches a level three technician to perform the required repair service at the customer location.
o Advanced Exchange: Replacement equipment is shipped to the customer for use while the equipment requiring service is shipped to IIC for repair. In some cases replacement parts (e.g., mouse, keyboard, etc.) may be available from an onsite repository.
Regardless of the support model employed, IIC’s support technicians will take the action necessary to restore equipment to good working order. In some cases, the affected equipment may be replaced with “like or better” equipment, in lieu of repair.