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OPTIMISE
 Clients
rely on Touchbase to not only be on hand at all times
to resolve technology issues through OPTIMISE Support
but also to pro-actively deliver business outcomes through
the performance management and ongoing optimisation
of the existing communication environment with OPTIMISE
Manage+.
These services have been developed with the highest
levels of professionalism and with the deepest knowledge
of business communication available. This is attested
through Touchbase’s adherence to Information Technology
Infrastructure Library (ITIL) best practices, membership
of Cisco Powered Global Managed Services and through
the attainment and upkeep of global Cisco Master Unified
Communications and other Technology
Partner accreditations (all these are regularly
audited by independent bodies).
There are two services; OPTIMISE Support and
OPTIMISE Manage+. Both have a wide range of
contract and SLA led elements – all designed to
maximise uptime and relevance of technology to the client
organisation. The service is driven by a dedicated Client
Engagement Manager who is non-revenue focused, client
satisfaction targeted and goal orientated. Their regular
updates notify clients what potential issues have been
identified and rectified in their business-critical
systems - before they even become a problem.
OPTIMISE
Support
– Follow the Sun contact and a single client management
system across Touchbase Service Hubs in Sydney, Singapore,
London and Denver, delivers professional and immediate
support to the client – wherever they are and
whatever the time.
Touchbase’s Service Hubs have only highly skilled
technical engineers taking support requests. This enables
organisations to benefit from an immediate and informed
assessment of the impact and urgency of the request
– the majority of requests having first call resolution.
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Incident Management |
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Problem Management |
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On-Site Resolution |
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Vendor Escalation Management |
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Change Management |
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Advance Replacement Parts |
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Technical System Advice |
OPTIMISE Manage+
– Including OPTIMISE Support as standard
with one or more of the following value-add services:
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Performance Management
Touchbase identify and avoid potential problems
within the technology landscape - instead of spending
valuable time rectifying them |
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Configuration Management
A detailed and logical model of the supported
systems and an overall network schematic |
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Client Based Resource
Skilled resource to be based at your locations,
on a needs and requirement basis |
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Service Continuity Management
Any interruption to regular operation is recognised
and a risk assessment details the effect |
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Managed WAN
Global WAN capabilities (MPLS & VPLS) to enable
a true end to end service management proposition |
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