At NCA, we design and implement solutions that are built to maintain maximum network up-time, however, when an outage does occur, we understand its critical nature and impact to you and your organization. As a result, we back our support programs with Service Delivery Guarantees to ensure that we respond quickly to the incident at hand, work to resolve your issue swiftly, and keep you informed of progress.
Our Support program offers flexible windows of support for help-desk assistance, equipment replacement, network monitoring and on-site technical engineering support. Based on the critical nature of certain locations and components, you can choose specific windows of support coverage to ensure maximum up-time of your network. And we guarantee that we will meet these response times!
The Call Response time is the window of time it takes for an NCA engineer to validate your service request and respond back to you in order to begin the troubleshooting process. When you enter into a Support Agreement with NCA, we guarantee that we will meet your call response times!
Once a service request ticket is opened and an NCA engineer begins the troubleshooting process, you are provided regular status updates on the progress of the issue at hand and an estimated time of resolution. Status Update times are defined in Support Agreement and we guarantee performance to keep you updated.
Our internal escalation procedures ensure that if a problem is not resolved within specific time intervals, senior-level engineers take action. Based on the critical nature of the issue, escalations can be immediate as well. For situations when call tickets are opened with the manufacturer of the equipment at hand, NCA completely manages the vendor escalation process in working toward resolving the problem swiftly.
Our goal is “to be the best” and so your satisfaction with how we respond when you need us most is our measuring stick. Your on-going feedback in our Customer Satisfaction Surveys is critical in ensuring that our support programs remain aligned with your requirements and that we strive to represent our goal everyday. NCA is dedicated to supporting your network for the life of the technology that we have implemented.
