Zarii 14, Sector 5, 050461 Bucuresti, Romania

Tel. : +40 21 317 87 87
Fax. : +40 21 317 97 97

office@datanets.ro
Internal Escalation

NETWORK SUPPORT SERVICES

Maximizing Availability and ROI

Datanet Systems offers a flexible suite of support services designed to meet your business needs and assist you in effectively managing network services required to maintain high-quality network performance while controlling operational costs.

As your network grows and changes in response to business demands, Datanet Systems’ Network Support Services help to accelerate your success. Whether you require reliable day to day network support or immediate resolution of critical issues, Datanet Systems’ Network Support Services can be the trusted resource you can rely on to help you meet those business needs.

The Network Support Services help you optimize your network investment by:

● Improving performance and availability of network resources to meet user demands

● Minimizing security risks while staying responsive to business needs

● Enhancing your competitive advantage by quickly and efficiently implementing new applications that can lower costs, improve customer service, and expand into new markets

● Accessing Datanet Systems expertise in a broad range of networking environments and technologies

● Reducing total cost of ownership (TCO) by creating a proactive support environment as part of your network operations

● Providing remote technical support with onsite hardware replacement options

● Supplementing your in-house resources and reducing staffing requirements.

Datanet Systems’ Network Support Services are part of a lifecycle services approach.

We offer a portfolio of services based on this approach that provide end-to-end support spanning every stage of the network lifecycle. The Network Support Services provided by Datanet Systems consists in:

● Network maintenance and support services

● Network development and optimization services.

Our Network Support Services focus on the “operate” and „optimize” phase of the lifecycle and offer services that help to maintain operational efficiency, improve productivity and maximize of the value of the network by optimizing the usage and designing and implementing value added services over the communication infrastructure.

Whether yours is a large organization, a small or medium-sized business, or a service provider company, Datanet Systems offers the support expertise to help improve productivity, increase efficiency, and maximize the return on your network investment for the life of your network equipment.

The main benefits of the Network Support Services are:

● providing of the availability of the client communication network within a specified Service Level Agreement

● assuring the quality of the network services within specified service parameters

● maximization of the value of the network by:

Ø optimizing the network usage and

Ø designing and implementing value added services over the communication infrastructure.

Award-Winning Service and Support

Datanet Systems Technical Assistance Center

Available on the Web, by telephone and on-site, highly skilled engineers, including certified and CCIE® professionals, are among the best in the industry, offering:

● Superior expertise in a broad range of technologies

● Knowledge transfer resources to enhance your skills

● Issue escalation to the right experts

Datanet Systems ensures 24h/24, 365days/year Network Support Services with 4-hour on-site intervention with spare parts in the Romania territory, and 2-hour on-site intervention in Bucharest through its Technical Assistance Center.

To ensure the support service, Datanet Systems has a technical team composed by:

● 5 Cisco Certified Internetwork Experts (CCIE®)

● additional 8 Cisco Certified Network Professionals (CCNP) with technology certifications in Bucharest

● additional 12 trained support engineers in Cluj, Bacau, Timisoara, Craiova, Constanta, Brasov.

● in addition, Datanet Systems has seven spare parts stocks in Bucharest, Cluj, Bacau, Timisoara, Craiova, Constanta and Brasov.

Service Overview

Critical Technical Support for Your Success

From common network issues to complex network problems, Datanet Systems’ Network Support Services provides you with immediate access to vital information and assistance when you need it:

● Rapid problem resolution with around-the-clock access to our Technical Assistance Center

● On-site hardware replacement with replacement options as fast as two or four hours performed by trained engineers

● Ongoing system software updates that enable you to evolve your network to ever-changing business needs and increase the return on your hardware investment

● OS and application software support to extend the life of your communication devices with improved security, increased performance, bandwidth management, new protocol support, and greater interoperability.

Network support services components:

● Access to the Technical Assistance Center (TAC) of Datanet Systems (single point of contact) for service and maintenance requests with 30 minutes or one hour* initial response time;

● On-site interventions with or without spare parts* to replace faulty hardware all over the country. Several time options for on-site response time are available:

Ø In Bucharest and 100km vicinity: 2 hours, 4 hours, Next Business Day (NBD)

Ø At a national level: 4 hours, NBD; (*= according to the client’s contract option)

● Software updates for minor and major versions during the contract period;

● Advanced technical assistance for maintenance and support (CCIE, CCNP, CCDP level);

● Fault isolation and reproduction in the DATANET SYSTEMS laboratory, the supply of workarounds and patches;

● Escalation of the problems related to hardware/software failures to the manufacturer;

● Technical assistance for network development and optimization;

● Service coverage: 8 hours x 5 days per week and 24 hours x 7 days per week.

● Service contract for 1-3 years extendable on an annual basis.

Customer Satisfaction

Datanet Systems has implemented a system for the management of quality of the products and services in accordance with the ISO 9001:2000 standard. The external audit of Datanet Systems in respect to this standard is ensured by TUV CERT. The methodology used in solving the support problems complies with the Cisco Systems guidelines for troubleshooting, service and maintenance.

As a result of processing the client feedback received from the Customer Satisfaction survey organized by Cisco globally, Datanet Systems achieved the “Outstanding Customer Satisfaction” award for EEMEA at the Cisco Partner Summit 2001 and the “Silver Partner of the Year” award for Central and Eastern Europe at the Cisco Partner Summit 2003.

In 2006 Datanet Systems achieved the “Cisco Channel Customer Satisfaction Excellence” distinction, the highest distinction a partner can achieve within the Cisco Channel Partner Program.

Cisco Systems appointed Datanet Systems as „Enterprise Partner of the Year” in 2007 for Central Eastern Europe.

Cisco Systems appointed Datanet Systems as „Technology Excellence Unified Communications Partner of the Year”, „Gold Partner of the Year” in 2007 for Romania.

Datanet Systems received the „Customer Satisfaction Award” from Cisco Systems in 2007 for Romania

Case Tracking System

For enhancing the quality and responsiveness of the customer support provided, Datanet Systems implemented a web-based Case Tracking System. Behind the interface with the customer, the application has a complex engine for case tracking, logging, and internal escalation schedules.

The web case tracking application help our customers to:

  • maintain an accurate log of the technical support received from Datanet Systems;

  • benefit of the automatic escalation functions insured by the application;

  • upload and download files using the web interface during the communication with our Technical Support team;

  • security of the client data, using https protocol.

Datanet Systems customers with active service contracts can contact our Dispatchers as follows:
Between 09:00 - 18:00 Monday to Friday, except Romanian official holidays:

Between 18:00 - 09:00 Monday to Friday, during weekend and official holidays:

When opening a new case, the user should include the following information in the case description:

  • Detailed problem description

  • Equipment involved
  • Telephone number where Datanet Systems Dispatcher can call back within max. 30 minutes.