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.
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
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
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.