Global on-site coverage

To complement our centrally based NOC support services in those situations where on-site intervention is required to resolve your problem, we have an extensive network of field-based engineers. With more than 40 fully trained and experienced field engineers in the UK alone and further field engineering resources sited in major business regions of most countries across mainland Europe and the Middle East, you have a truly EMEA wide on-site capability at your disposal.

Should your support requirement include field-based services in APAC or the Americas, we are able to provide these through our active and proven partner alliances in those regions.

Proven operational processes

As you would expect from a services provider at the forefront of the industry, the field maintenance activity is driven by a framework of defined processes conforming to the ISO 9001 quality standard. Management responsibilities for resolution of a customer’s problem are clearly defined and understood, as are management and technical escalation paths, including ongoing communication with the customer.

These rigorous processes are designed to be flexible however, to enable us to address customer-specific requirements. This ensures that your staff are not required to adopt or adapt any change in their in-house procedures, providing ease of service implementation.

Service levels to reflect business criticality

You can specify appropriate service levels to equipment or networks based on the criticality that an outage of that network represents to your business’s operation. In this way, the value of your support investment is maximised as you could specify an 8hr x 5day, next business day fix agreement on a minor system, allowing a greater proportion of your investment to be apportioned to 24hr x 7 day, 4 hour fix agreement for mission critical elements.

Your assigned COMMPETE Account Manager will work closely with you to determine the most cost-effective service level profiles for your business and to ensure that the levels provided continue to meet your needs.

Spare parts and logistics

Critical for the successful delivery of field based services is the availability of high quality spares in a suitable timeframe. We source all new spare parts through official channels and recover existing parts through manufacturer approved repairers.

To ensure optimum spares availability, we work with our clients to establish any on-site stockholding along with stock and replenishment levels across country and region of our global logistics network.