Technoserv signed the service contract of the equipment Cisco in national network of Rostelecom

The Technoserv company announced in July, 2011 signing with JSC Rostelecom, the largest telecommunication company of Russia, the contract for service maintenance of the equipment of the production of Cisco company installed on national network of the operator. Within the agreement Technoserv within a year support will provide to the operator such services of service maintenance as abnormal support at elimination of emergency situations, on demand when holding planned actions of maintenance of the equipment and at connection of new services and also repair and replacement of the equipment. The geography of the project covers practically all territory of Russia and nearly 3 thousand objects include.

Rendering services in the agreement will be performed with observance of requirements of SLA with strict requirements on time of response to an incident. So, according to classification of level of priorities of requests, 4 types of priorities - from critical to low are selected. At the same time the recovery time of operability of the equipment at emergence of a problem with a critical priority is no more than 4 hours that taking into account remoteness of many serviced objects is a high-quality indicator of outsourcing services.

"To the conclusion of contact it was important to us to be convinced that the integrator has an opportunity to support the stated SLA level, – Evgeny Fedonin, the Chief of the Center of technical operation of multiservice networks of JSC Rostelecom noted. – Therefore we got acquainted with opportunities of the test laboratory analyzing causes of failure of network equipment and also in advance with work of service Service Desk of Technoserv which is "single window" for the address on all questions of technical support 24 hours a day 7 days a week, including festive and the days off, and is responsible for support of the service request from the moment of its registration until closing".

According to the agreement, having received a request for support from the client by phone, the fax or e-mail, specialists of Service Desk define a problem priority, register a request and transfer him for further processing to the relevant technical division. Then engineers of Service Desk coordinate work of operating units, control runtime of works, request and fix the client's estimates characterizing degree of satisfaction with quality of execution of works according to the problem resolution.

Depending on complexity of the arisen problems, their priority and agreed time frames of service of service maintenance will be different methods and methods: in the form of telephone consultations, using remote access to the equipment of the operator or directly on an object with departure of the specialist. At the same time the specialists of Technoserv certified by Cisco will be engaged in service, and in case of need the integrator will provide participation of specialists of producer.