Datalec certified engineers/technicians are available on a 24x7x365 basis, to assist with unplanned, scheduled, or routine work within data centres on behalf of the customer. Datalec can provide 24hr reactive response and dedicated onsite engineers where required.
Critical business impact
4 Hour SLA to attend (24/7)
Significant business impact
4 hours SLA to attend (Business hours or next working day)
Limited business impact
Within 2 normal Business days
Minimal/No business impact
Planned Activities In Hours
Structure cabling or port faults, repairs, and testing (including patching)
Receiving deliveries or packaging media in preparation for customer collection
Visual inspection of equipment and reporting observations
Manual power cycle or reboot of equipment
Cable tracing as apart of break fix
Customer Support Services
In today’s data-critical environment, where your data centre is a crucial component in your operational success, there’s simply no upside to downtime. So our solution-led, SLA-driven 24x7x365 on-call customer support service has been designed to be fast, flexible, responsive and tailored to your needs to give you complete peace of mind.
Once a customer raises a trouble ticket through the service desk an engineer will respond within 15 minutes.
Based on the support levels, our reactive service will ensure that your ticket is dealt with within agreed SLA’s to ensure all incidents are dealt with in the correct manner.
Additional connectivity planned services are available to our customers at an additional cost:
- Cross connect installations
- Structured Cabling
- Rack and Stack services
- Hardware Support
- Diagnostic tools or Specialist equipment
- Scheduled Maintenance Window Support
- Server Migration
DPI’s on call service engineers are available 24x7x365 processed through our automated Cloud CRM system. All DPI engineers are based around various points of the M25 as well as having fixed based locations at both DPI HQ at Buntingford and our strategically located Slough Office Location.
DPI Connectivity operatives are equipped with company branded vehicles which are mobilised across the south east with operatives on call 24/7 365.
Our Slough facility has our customer needs at the centre of its purpose, being located on the west corridor of the M25 it allows us to stock materials & specialist tooling close to our customers for rapid response when a ticket is logged as well as providing resilience.
Monthly reports can be generated and provided from our CRM Dashboard to allow our customers to receive usable data about all cases raised:
- Open / Closed Cases
- On Hold Cases
- Case Open time
- Time spent on site
- Usage per Month