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Changing the service review#

We mitigate network events transparently, proactively raise faults and instigate contact with the partner.

This shifts the paradigm of the service review, changing it from “what went wrong” into a business level discussion of risk, redundancy and bandwidth.

Traditional service management methodologies are as unfit for purpose as the networks we are replacing.

We give partners the ability to turn service review meetings into opportunities to add value to the business objectives of the end user, ensuring the WAN supports the business.

Continuous WAN transformation#

By removing network events that other providers don’t mitigate from BAU activities, service managers can work with account managers to rightsize existing connections and networks, while aligning with organisational transformation plans.

Analysis of how over-engineered any connection is relative to the organisation’s tolerance of any potential failure of that connection allows for potential upsell opportunities.

Looking at short, medium and long term organisational aims will inform what network changes and upgrades are required, so continuous WAN transformation becomes a sustainable reality.

Modern flexible working challenges#

In a time where pressure exists adopt more flexible working and outright home working, the WAN needs to be just as dynamic.

This closer and more engaged service review process allows for the flexing and expansion of the WAN to homeworkers and road warriors when it suits organisational needs and pressures, rather than waiting for complete WAN term lengths to expire.

Regular service reviews focus on:#

  • Checking that sites are scaled as necessary for bandwidth
  • Checking that sites are as fault tolerant as required
  • Understanding changes needed to core bandwidths
  • Planning upgrades of cloud and datacentre connections

Reporting is available detailing important metrics such as:#

  • Uptime
  • Bandwidth usage
  • Downtime avoided
  • Total downtime
  • Number of issues raised
  • Number of change requests raised
  • Resolution times compared to service levels
  • Number of escalations performed

Custom service review schedules will be agreed between us and partners

Last update: April 4, 2023