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SUCCESS STORY
Dispatch Support and Annual Maintenance Contract for DC Assets

Scope

Dispatch Support and Annual Maintenance Contract for DC Assets

Number of Sites

11+ sites globally, across 10 countries

Number of devices

22
(for AMC)
About the Client

European Leading Private equity firm

Challenges

  • Execute the project under strict governance and maintaining full transparency on the resources that were deployed on the site, in-sync with the sensitive nature of customer’s business. The project was spread globally, across 10 countries.
  • End to end support and spare part availability of multiple OEM assets for Data Center spread across multiple sites in UK and USA, in adherence to the strict SLAs and 24×7 support commitment.
  • Multiple adhoc requests, including case specific on replacement of assets that were beyond the scope of work.

Solution & Visible Results

  • Carefully planned deployment requirements of the customer, categorised into primary, secondary and tertiary engineers and initiated registration with the customer. Planned and structured approach enabled compliance to governance and adherence to SLAs with impeccable User Experience.
  • Aligned roster-based resources, specifically for Senior Management, including CXOs, to support critical IT needs, leading to efficient business operations.
  • Integrated Total IT Global’s Warehouse as a Service solution to address customer’s needs for comprehensive maintenance contract and spare management with near shore warehouse access, thereby enhancing availability of spare parts of multiple OEMs, especially for low failure rate parts with high-risk impact, leading to enhanced flexibility and faster service execution with 100% adherence to SLAs.
  • Total IT Global’s single line of accountability proved advantageous and provided complete flexibility and addressed the adhoc requirements of the customer for varied range of services such as replacement of batteries, IT Asset Disposition and Lift and shift requirements.

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