NEC Maintenance and Managed Services · NEC Corporation of America delivers one of the industry’s...
Transcript of NEC Maintenance and Managed Services · NEC Corporation of America delivers one of the industry’s...
NEC offers a comprehensive portfolio of maintenance and managed services and can provide you with flexible solutions to help you meet almost
any networking challenge. All of our service offerings are backed by NEC’s reputation for quality and supported by a highly trained team of
technicians and engineers who are committed to giving you the support you need, when you need it.
Overview
Solution
Enhanced Reliability and Reduced Costs
Network downtime can have a significant financial impact on your
business, so maintaining network availability is clearly a top priority for
any business. Unfortunately, routine maintenance and monitoring can
impose a high burden on your IT department and prevent you from
focusing your limited IT resources on other key projects. Just obtaining
and maintaining the numerous essential networking certifications is
frequently a challenge for many IT departments.
By turning to a trusted partner to help manage your network and
telephony applications, you can enhance your network performance,
lower your management costs, and free IT resources to focus on other
key initiatives.
NEC has the skills, resources and experience necessary to help you
maximize your IT resources, reduce expenses, and deliver optimum
network availability.
Customers are our top priority, so we minimize long waits for support to ensure that your business operations run with minimal disruption.
At a Glance• Enhanced reliability and reduced costs
• Highly skilled and certified support professionals
• A wide array of service options
• Remote monitoring
• NEC Secure
• NEC Secure Advantage
• NEC Remote Managed Services
Highly Skilled and Certified Support Professionals
NEC’s support team answers calls in an average of thirty seconds
and resolves 92% of those calls without escalation. Customers are
our top priority, so we minimize long waits for support to ensure that
your business operations run with minimal disruption. Our support
professionals are highly qualified and ready to assist you with any
network hardware and software needs, and we are proud to have
consistently achieved high customer satisfaction ratings for our support
services. Additionally, our web-based Customer Connection portal lets
you track the status of your support activities in real-time.
A Wide Array of Service Options
Maintenance for network systems and peripherals includes software
support and defective parts replacement as well as remote and
on-site support. In addition, we offer NEC the added benefits of
multiple contract consolidation, co-termination of contracts, contract
conversion and spot-level upgrades.
Whether it’s monitoring or on-site support, NEC provides complete
coverage for NEC, Cisco and other products with responsive, flexible
solutions to meet every need. NEC’s maintenance and support
offerings include:
• Maintenance for NEC and 3rd Party Hardware and Applications
• NEC Remote Monitoring Services
• NEC Secure
• NEC Secure Advantage
• NEC Remote Managed Services (RMS)
See the NEC Maintenance and Managed Services Comparison table to
see a comparison of our offerings.
NEC Remote Monitoring
NEC’s Remote Monitoring Service provides 24/7 remote monitoring
of your network infrastructure, applications, and servers. Our highly
trained and certified Network Operations Center (NOC) professionals
can immediately notify your IT staff of critical alarms, help identify
and isolate failures using root cause analysis, and expedite parts
replacement -- efficiently and cost effectively. We can provide
monitoring services to meet whatever challenges your business
faces. Network, Application and Server Monitoring are all available.
NEC Secure
NEC Secure provides managed support for all Cisco products
through parts replacement as well as remote, on-site and software
support. As a longtime Cisco Gold partner with multiple Advanced
Technology specializations, NEC has consistently achieved high
customer satisfaction ratings for its Cisco support. Our certified
technicians and engineers can provide expert diagnosis and
resolution of your equipment issues quickly and knowledgably. Our
Technical Assistance Center engineers maintain a target service
response time of less than 30 seconds, helping ensure a quick
resolution to a network interruption.
NEC Secure goes beyond standard support to provide customers
with a single point of contact for both technical and management
escalations. Issues can be resolved seamlessly without you having
to keep track of multiple contacts.
NEC’s Customer Connection web portal provides 24/7 access to
network information, so we are always available to provide the help
that you need.
We also offer managed contract services, including:
• Contract consolidation
• Co-termination of contracts
Additionally, we provide:
• Technical phone and e-mail assistance
• Access to on-line resources
• Troubleshooting & parts replacement
• On-site response
• Technical and management escalation
• Contract administration
With NEC Secure remote or onsite service, you can choose from
the support level that best fits your business. Choose a level that
guarantees next business day response, two hour onsite
replacement of defective parts or from a level between the
examples. NEC Secure puts the choice in your hands.
NEC Secure Advantage
NEC Secure Advantage is an extension of the NEC Secure
maintenance program. It offers all of the features and benefits of NEC
Secure and also provides your business access to NEC’s Core Team
of CCIE-certified senior network engineers.
Additional benefits of NEC Secure Advantage include:
• Core team network support from an assigned point of contact
• Detailed network analysis
• Simplified issue escalation and resolution
NEC Remote Managed Services
NEC’s Remote Managed Services (RMS) are designed to help you
streamline the task of managing and maintaining your network. RMS
provides 24x7 monitoring and incident notification for network and
wireless devices, servers, applications, and IP telephony platforms.
And with RMS, you receive NEC’s highest level of customer care. Our
comprehensive support offers a host of monitoring, management and
support services including configuration management, trend analysis,
and dedicated support resources.
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About NEC Corporation of America Headquartered in Irving, Texas, NEC Corporation of America is a leading provider of innovative IT, network and communications products and solutions for service carriers, Fortune 1000 and SMB businesses across multiple vertical industries, including Healthcare, Government, Education and Hospitality. NEC Corporation of America delivers one of the industry’s broadest portfolios of technology solutions and professional services, including unified communications, wireless, voice and data, managed services, server and storage infrastructure, optical network systems, microwave radio communications and biometric security. NEC Corporation of America is a wholly-owned subsidiary of NEC Corporation, a global technology leader with operations in 30 countries and more than $42 billion in revenues. For more information, please visit www.necam.com.
Europe (EMEA)NEC Unified Solutionswww.nec-unified.com
Corporate Headquarters (Japan)NEC Corporationwww.nec.com
Oceania (Australia)NEC Australia Pty Ltdwww.nec.com.au
North America (USA & Canada)NEC Corporation of Americawww.necam.com
Asia NEC Corporationwww.nec.com
Feature Maintenance Monitoring Essential Management
Comprehensive Management
Advanced Parts Replacement X
Software Subscription X
24x7 Remote Technical Support X
Onsite Break/Fix Support X
NEC Customer Connect Online X
Contract Administration X X X
IPT & Data device discovery (Inventory List) X X X
Incident Management X X
Single Point of Contact & Third Party Escalation X X
Assigned Delivery Manager X
Assigned Primary & Secondary Engineer X
Escalation Management X
Critical Patch Management X
Change Management X
Software Updates & Upgrades X
Moves, Adds and Changes (unlimited) X
Monthly Operational Meetings X
Quarterly Analysis Meetings X
Software Release Management (IPT & Data) X
Performance and Capacity Management X
Problem Management X
Availability Monitoring X X X
Performance Monitoring X X X
Event and Alarm Monitoring X X X
Voice Quality Monitoring X X X
Root cause analysis monitoring X X X
Automated Notification and Escalation X X X
Configuration Backup on Data Devices & Management Every 24 hours X X X
Web Portal w/On-Demand Reports & Live Network View X X X
To find out more about NEC Maintenance and Monitoring Services, visit www.necam.com
NEC Maintenance and Managed Services Comparison
NEC RMS is our most comprehensive network monitoring and management service. It offers all of the features and benefits of NEC Secure and
NEC Secure Advantage and enhances those services with the addition of:
• Defined change management processes to reduce configuration errors
• Continuous trend analysis, problem identification and resolution
• Certified, knowledgeable support providers
• Fast third party incident escalation when necessary