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OPTIMIZE
 Clients
rely on Touchbase to not only be on hand at all times
to resolve technology issues through OPTIMIZE Support
but also to pro-actively deliver business outcomes through
the performance management and ongoing optimization
of the existing communication environment with OPTIMIZE
Manage+.
These services have been developed with the highest
levels of professionalism and with the deepest knowledge
of business communication available. This is attested
to 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; OPTIMIZE Support and
OPTIMIZE Manage+. Both have a wide range of
contract and SLA led elements – all designed to
maximize uptime and relevance of technology to the client
organization.
OPTIMIZE
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
organizations 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 |
OPTIMIZE Manage+
– Including OPTIMIZE Support as standard
with Performance Management added; providing deep level,
pro-active monitoring, reporting and analysis of business
communication systems. This service also includes 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.
The client has the option to add in flexible, value
creating services on top of this:
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Configuration Management |
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Client Based Resource |
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Service Continuity Management |
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Managed WAN |
To suit an organization’s specific needs and
opportunities there are two service levels available
within OPTIMIZE Manage+:
Assurance
• 24 x 7 Performance Management
• Pro-Active Alerting
• Threshold Configuration
• Real-time & Historical Diagnostics and Troubleshooting
Intelligence
• All elements within Assurance
• Reporting, Analysis & Recommendations
• Real-Time Performance Display
• Historical & Trend Reporting
Our Principles
The impact our services have for our clients is underpinned
by our principles which encompass our commitment to
delivering competitive edge
through optimizing business communication.
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