- Up to 24x7 coverage
- Quick response – 2 hours to the next business day
- Mix of internal and third party capabilities
Support Services
Support Services and maintenance to keep your communications running and give you peace of mind.
Product at a glance
- Support of complex multi-vendor networks
- Range of SLAs to meet your business needs
- To site, on-site and remote support
- Always available – 24/7 service
Kcom’s suite of support and maintenance services includes:
- A simple break-fix logistic service
- An engineer on-site if required
- Remote support, where Kcom monitors your communication infrastructure and remotely diagnoses and fixes issues before they impact your business. We provide day-to-day management, periodic reviews and reports on the performance of your communications platform
Kcom supports complex multi-vendor networks under a single support contract that evolves with your business, adapting the nature, scale and scope of the support to meet your needs.
Our support will strengthen your own resources and reduce the impact of problems.
- On-site support – we send experienced engineers to restore your service
- Site Resident Engineer – your own dedicated engineer backed by Kcom’s remote and field-based team
- Installs, moves, adds and changes – engineering site presence when you’re making change to your network or fixing things
- Telephone Technical Support – remote help and advice
- Remote Collaboration – desktop sharing to fix problems and provide help and advice
- Network Monitoring & Management – proactive management identifies problems before they impact your business
- Configuration Backup & Support – reduce risk and speed up data recovery
- Moves, adds and changes – we can resolve issues before they arrive
- Software Management – we’ll assess the impact of software patches
- Client Service Manager or Client Service Desk – your contact for managing your account. They handle billing, order updates, delivery, reports, incident management and escalation
- Service Reviews and Reporting – quarterly or monthly reviews providing information on things such as incident performance and trend analysis
- Online Service Management – Kcom’s web portal provides access to our service management system to track incidents and view your control documents
- Vendor Knowledge Base – software changes, FAQs and vendor information
- Escalation Management – quickly allocate resources to respond to change
- Availability Management – use business metrics to evaluate performance
Speak to an expert
Yes, I want to know more about Kcom’s Support Services. Contact me.
Our Accreditations & Agreements
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Managed Services
User Centric Networking
Collaboration
Professional Services
- Online Billing and Reporting
- Advanced Services
- Network Health Assessments
- Readiness Assessments
- Network Discovery Audits
- Project Services
- Lifecycle Services
- Project Services
- Design Services
Network Services
Internet Networks
Contact Services
Hosting & Data Centre Solutions
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