TSC overview

The TSC, based in our UK Technical Centre in our Wokingham, Berkshire UK, is the hub of support services operations.

Resourced 24x7 by trained and experienced staff, our TSC team are responsible for managing any issue or problem you may have, to a successful conclusion as quickly as possible, and most importantly, ensuring that the appropriate contacts in your organisation are updated regularly with progress to the resolution.

The TSC also plans, resources and manages all scheduled activity including installations, equipment moves and changes.

Once notification of a fault, issue or planned activity is received by the TSC, ownership remains with the TSC until sign-off of success from you, the customer.

Incident management

When you report a fault or problem to us directly, the TSC staff will log the details in our class-leading Matrix32 Service Management System and, after an initial, structured diagnosis, immediately assign the call to the optimum technical resource for analysis.

When any faults or issues on your network are proactively identified within our Network Operations Centre, (NOC), the same process applies, with calls requiring intervention outside the NOC being routed and monitored by the TSC.

If resolution requires a field engineer to attend site, the TSC will identify, brief and dispatch the most appropriate resource to site and ensure that any spares likely to be required will be available at site for the engineer’s arrival.

Progress against contracted fix times are closely monitored within the TSC, supported by system alerts, against strict escalation parameters, based on problem severities. When any escalation point is reached, technical and management escalations are triggered by the TSC member owning the incident, although the team are empowered to escalate at any earlier point if it is considered necessary.

Fault simulation

At any time during the course of any open problem, 2nd level technical support staff and 3rd level specialists, co-located at the Wokingham site, have access to fully resourced equipment laboratories containing supported equipment from over 20 manufacturers.

By enabling rapid simulation and testing, we can deliver to you drastic improvements in accuracy and reduction in causal analysis time for complex or new problems.