Remote engineering is the partner product to our monitoring service. The Provista remote engineering service gives you full access to our skilled engineers who will be able to immediately access your network to complete adds/moves/changes and to assist and troubleshoot any IP related problems. We provide Remote Engineering services covering IP Telephony (including IP Contact Centre, Voicemail, Meeting and Collaboration applications), LAN, WAN, Security and Wireless.
Our Remote Engineering service gives significant business benefits. As well as a superior level of support, significant cost savings are experienced as organisations no longer need to pay for expensive training or recruitment of engineers who command very high salaries. Provista can provide immediate access to skilled engineering resource using the Remote service at a price that is favourable.
Hardware is very reliable today and many suppliers now offer life time warranties on hardware. When systems fail it is usually caused by software and configuration anomalies. To quickly and effectively resolve these problems our engineers can access your network and systems and be investigating the problems using our secure and resilient Airgap service portal. The problems are usually quickly identified and resolved by re-configuration / restart of service or identifying a software problem. In the event hardware does fail our engineers will assist in restoring service by ensuring the software and configuration are restored from our backup to ensure quick return to service.
IP Telephony deployments yield significant benefits from our Remote Engineering Service. The everyday management of the converged network proves challenging for many. The reason for this being IPT combines two very different specialities: voice and data, which are both complex technologies. Whereas in the past, separate administration and network teams have been required, today they are merged. One option is to hire personnel with these skills or to look towards training and certification but this can prove time-consuming and very expensive and can cause significant operational issues for a business.
Provista provide highly trained specialists who are qualified in both voice and data technologies and are experienced in the deployment and management of IPT. Our vast experience is at your disposal through the Remote Engineering Service. Furthermore, we provide 24/7 IPT support which means Provista will prevent many common problems occurring before they result in downtime on your systems. As a result, our customers free up their IT resources to focus on other business needs without being distracted by the everyday management and administration of their IPT infrastructure.
Daily operational support assistance by Provista’s staff is included. Adds, moves and changes can be requested using our change control procedure, thus releasing your key staff for more important tasks. When your key staff is on holiday or busy with important projects Provista engineers can be vital backup for you.
Remote Engineering provides the following services to our customers:
- Fault triage and alerting
- Operational cost savings as no need to train/employ a number of skilled IP Telephony resources
- Faster resolution to problems using our experience and support escalation structure
- Configuration - Moves, Adds, Changes & Deletions (MACD)
- Access to Provista skilled engineers for technical assistance and advice
- Provista and Customer secure portal remote access to your systems
- Fault management and escalation to suppliers such as Cisco & Nortel
- Software and patch monitoring
- Automatic configuration backup and restore
- Backup monitoring
