COSNADH ASSIST
Supporting critical infrastructure
Cosnadh Assist is a service designed to support your critical IT infrastructure when things don't go to plan. Our aim is to simplify IT, but complexity still exists, not least because no one has a single vendor environment. Even in the most organised environments, things go wrong and invariably involve multiple vendor products or providers. When your internal IT team have exhausted their knowledge and the vendors/providers are busy blaming each other, who can you call? Utilising a wealth of experience in designing, supplying and delivering critical infrastructure projects, Cosnadh has designed Assist - the support service for your support service.
CHOICE OF SERVICE TIERS
Choose from -
-
Gold (24x7)
-
Silver (business hours)
INCIDENT MANAGEMENT
All incidents, logged via telephone, email, or the customer portal, will be managed to resolution. You choose the priority level according to the impact of the incident. Our service desk will respond according to the SLA, communicate with you on a regular basis and ensure that the incident is closed off to your satisfaction.
VENDOR CONTRACT MANAGEMENT
When the contract is set up, we will work with the you to identify all vendors in scope. The details of each vendor or third-party support/maintenance contract will be entered into the customer portal to allow us to manage the renewal of the contract and act on your behalf.
VENDOR ESCALATION & RESOLUTION MANAGEMENT
When an incident is logged, if required, we will create a ticket with the vendor and ensure it is managed to resolution under the terms of the vendors’ SLA. During this process, the incident in the customer portal will be updated and updates pushed automatically to the your team.
THIRD PARTY SUPPORT COLLABORATION
During the on-boarding process, we will work with the you to identify any third-parties that either need to log incidents directly with us, or that we may need to log tickets with. If required, selected contacts from the third-party can be given access to the customer portal. The objective is to remove the burden from the you of relaying information between us and the third-parties to speed up incident resolution.
REMOTE SUPPORT
As part of the on-boarding process we will agree a secure, simple way to connect to your infrastructure remotely in-line with any security policies to ensure that, when required, we can remotely connect to troubleshoot and collect any required data (such as logs).
SERVICE REVIEWS
You will have a report pack automatically generated in the customer portal. A link/copy of this will be emailed to you and your account manager on a regular basis. Throughout the year, your account manager will be responsible for hosting a service review (either face to face or via an online meeting).​
ANNUAL HEALTH CHECK
Once in each calendar year, we will arrange to send a senior engineer to site to perform a health check. The results of the site visit will be issued in a report with findings (highlighting areas of concern) and recommendations (highlighting opportunities for service improvement).
CUSTOMER PORTAL
During the on-boarding process, we will work with you to identify the list of people who will need access to the customer portal for –
-
Incident logging/tracking
-
Knowledge base
-
Incident reports –
-
By status
-
By type
-
By owner
-
-
Performance reports against SLAs
-
Contract management
-
Knowledge base