Qualified technicians man the ONI Help Desk facility during office hours and 24 hours a day for those customers with relevant contracts. Network faults are detected and rectified as quickly as possible via telephone diagnosis and if necessary by accessing the customer's network remotely via secure VPN.
To deliver a proactive and efficient support service, ONI has invested heavily in the HEAT Help Desk system from Front Range solutions. This system is used to log all help desk calls and keep a detailed inventory of all equipment located at central and remote sites. Trend analysis reports show if a pattern has emerged. Has it occurred before? What caused the problem? How was it solved? This significantly improves fault resolution times for each customer.
ONI's escalation procedures are embedded within HEAT. All calls are subject to SLA escalation via automated alarms.
In addition customers are able to log calls online using iHEAT, a system tailored by ONI to allow fault calls to be logged via Web access.
Click here to visit the HEAT helpdesk.
