Global Dispatch For Connectivity Issues

Project Overview

  • FNG were asked to support one of our customers with numerous connectivity issues that were causing huge disruptions at DC and EUC sites.
  • We were asked to adhere to contracted SLAs to support a variety of centred around Intra site connectivity utilising Cisco hardware and SD WAN solutions. Supporting with break fix, preventative maintenance and project work across these technologies. 
  • Our SLAs included a 15 minute response time utilising a 24/7/365 Service desk including escalation matrix.
Dispatch FE's To Site
Customer Satisfaction

Support Solutions

  • FNG were able to rapidly support our customer. One example of an instance of our SLA request of 24x7x4 was in Carrollton, Texas in the USA. The customer had a full site outage, where onsite customer switches were showing down and no site connectivity, where full operations were down. FNG responded to this issue within 15 minutes and we were onsite within 4 hours, solving this issue.

            Accredited Services: Cisco, Silver Peak. Ekahau & AirMagnet

            Delivering over 98% client satisfaction

            Over 900 callouts with minimal escalation as evidenced through client testimonials

            Reacting to changes in technology via Support clients with SD WAN migration and Ekahau certified Wireless survey with implementation

            Adherence to 15-minute response with over 98% adherence

            Dedicated Account and Project managers to support both ongoing maintenance and new projects.

            Providing E waste certification.

I also wanted to thank you and your team again for your partnership. We know we have not been particularly easy to deal with in terms of last-minute requests and changes, and we truly appreciate your team’s flexibility and willingness to do all that’s possible to try and accommodate us. Your team has been awesome, and we very much appreciate you!