When your business depends on your network, you can count IPnett Technical Support.
IPnetts vision is to be the leading company in Scandinavia for innovative communications solutions.
To be able to fulfill the vision IPnett spend extensive resources to stay updated and educated on products and solutions that we promote.
Support is seen as a crucial part of the vision and is treated with highest priority. This includes a close relationship with our vendors to enable best possible supply of products and support.
By using IPnett Technical Support you will have access to skilled, industry-seasoned experts, on-call or on site to help you out with any issue or problem.
IPnett Technincal Support is reached via the Service Desk. The Service Desk is manned 24/7 and is always able to respond and act on support requests or questions. The Service Desk will create a support case in IPnetts trouble ticket system and dispatch the issue or request to the appropriate resource within IPnett.
The Service Desk is also the focal point for coordinating activites between the Technical Engineer, Field Engineer and Logistics for spare parts distribution.
IPnett have about 50 highly skilled, industry-seasoned experts to which all support requests are dispatched. The engineers are organized in competence groups, each group always having an engineer on-duty, based on the needs from support agreements. Each engineer is also a product expert for one or several products, which means he is deeply specialised in a product range and typically have the highest certification from that vendor.
Competence areas:
- Optical (WDM)
- IP (switching and routing)
- Security (firewall, encryption and VPN)
- Application (telephony)
- Management
The support engineer is responsible for manging a support case and will always try to resolve the problem remotely. If the engineer cannot resolve the problem himself he or she may request support from the vendor by opening a case with their TAC.
If an on-site action is required a Field Engineer may be dispatched to site. IPnett have availble 100’s of FE’s troughout the Scandinavian countries to help customers resolve quickly.
If the problem is hardware related and requires swap of a part, a spare part may be distributed to site from a depot nearby. IPnett currently holds 15 depots and can quickly set-up additional depots as required.