Most companies employ an escalation-based service process: once a service level has been breached, escalation begins. Conn3ct’s view is that by this stage, it is already too late to escalate. That’s why we operate a strict jeopardy management process. By breaking the service level down into key milestones, we can ensure that within 15 minutes we will have diagnosed the fault, and within one hour we will either have fixed the fault remotely or dispatched a skilled engineer.
By utilising our proprietary jeopardy management software, you can benefit from:
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Proactive, Preventive, Predictive
As a managed service provider, our helpdesk is truly 24/7 and is complemented by our fifty-strong team of in-house
engineers, enabling us to provide exceptional round-the-clock remote support.
We only send an engineer to site 4% of the time (compared to 22% where customers are supported on a reactive,
break-fix basis). Using our latest alarm monitoring technology and our proprietary jeopardy management processes,
we achieve over 95% of a service level for our managed service customers.
Conn3ct delivers continuity and security through a range of best-in-class vendors, all managed by our dedicated
service delivery team. Our service delivery managers identify, implement and manage backups, security
vulnerabilities, and any OEM updates on behalf of our clients.
We understand our clients’ business needs, which is key to us providing the essential managed services they
require with the service they demand.
