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About the client:-
Solid Tech by now has been a great player in the global market. The business bonds with customers have strengthened over time. This case study is about a 25-year-old SI, a leading Global Technology service company.
Requirements:-
Their primary requirement was the maintenance of 1500 Cisco assets across 52 Locations of India Including 18 Coastal areas. Quarterly PM activity needs to be carried out across all locations. A specific mentioned SLA as below :
- Tier 1 Cities 2 Business Days
- Tier 2 Cities 5 Business Days
- Tier 3 Cities 7 Business Days
- Tier 2 Cities 5 Business Days
Key Challenges:-
Customers required support at extreme locations i.e. coastal areas where it was very difficult for stock spare at their location. In order to reduce the engagement of multiple vendors for a single project, customers demanded us to provide support for Non-IT assets such as UPS etc. Also, a penalty clause would be applicable on missing SLA.
Solutions:-
In order to gain confidence from customers, our team came up with a few out-of-the-box solutions. A dedicated project manager was assigned for this contract and spares were also stocked at customer premises. Frequent health check-up of the assets along with detailed monthly SLA achievement report and review was carried out to avoid penalty clause from the customer.
Benefits:-
The customer was highly satisfied with the services provided by our skilled engineers and team. Our partner gained industrial recognition for the smooth functioning of the project. When it comes to renewal, our partner has full faith in our services and we have received them for 3 consecutive years. Since then, Solid Tech has been the one-point contact for all their IT needs.