POST-SALES FAQ
How do I contact the ONI Technical Assistant Centre (TAC)?
ONI TAC can be contacted on 01582 420999 during its core hours 7:00am to 7:00pm. Alternatively it can be contacted via email at support@oni.co.uk or through the Customer portal found on the ONI Web site.
How are my issues logged and tracked?
All issues that come into the ONI TAC are logged onto our help desk package; HEAT from Frontrange solutions. Each issue is acknowledged by email within 15 minutes then passed to a TAC Supervisor whose role is to monitor and manage the issue through to a timely and satisfactory resolution.
How will my issue get escalated?
Every issue logged by the ONI TAC is given a priority, as agreed by the Customers. ONI maintains the same issue priority system as Cisco. P1 for a major system outage to P4 for Adds, Moves, Changes and Questions. The priority of the issue will dictate the level and speed of escalation which is monitored and completed automatically.
What type of remote access can ONI support?
Remote access is key for a swift and timely resolution to network issues. As such ONI can accommodate all typse of remote access (VPN, Webex, Meetingplace, etc) and will work with its Customers to achieve a safe, secure and auditable method of access.
What happens if I have a major incident?
If a Customer experiences a major incident, it can be very quickly escalated to a CCIE level resource. A CCIE qualified engineer is always available to the ONI TAC. As ONI works the same priority system as Cisco, an escalation can be easily dovetailed into their strucure with no ambiguity or loss of content. ONI TAC can also convene a Major Incident Management team, drawing members from all areas of the business to gain and a full issue resolution.
Who will be dealing with my issue?
As a Cisco Gold partner, the ONI technical team hold numerous qualifications, covering the Cisco product set and specialisations. ONI also retains Microsoft qualified engineers along with first and second line coverage for the 3rd party products sold and supported.
What change control methods do you use?
Using the ITIL framework ONI works with all its customers and will fit in with the Customers own change control systems.
How do you cover 24hr support?
For Customers with a 24hr support contract who experience a major issue outside of the TAC’s core hours. Cover is provided by ONI’s own engineering resource. The first level of technical support is at Cisco Professional level and this is backed up by a CCIE qualified engineer. Two levels of management are also available to make sure any issue is correctly covered.
Can ONI give the level of Service I am looking for?
ONI Customer Services prides itself on its can-do attitude and ‘work through’ policy. As a Cisco Gold Partner for a number of years and holder of the Cisco Customer Satisfaction Excellence award. ONI’s Customer Service team are a highly qualified group who continually strive to deliver both best practise technical solutions coupled with excellent Customer Service.
How else can ONI help me?
ONI Customer Support can help in a number of different ways. With a highly skilled technical team. ONI engineers can be used fill the skills gap within your team, or working with your team, allow them to concentrate on other business tasks. The ONI TAC can also offer proactive monitoring of networks from basic up/down state to in depth device/interface monitoring and trend analysis.
ONI PROJECT MANAGEMENT FAQ
How does ONI manage projects?
ONI has a specialist Project Team which manages projects using an approach based on and consistent with PRINCE2, an internationally recognised industry standard methodology for project management. This allows ONI to bring the necessary degree of planning and preparation to the implementation of complex projects, thereby reducing potential risks and enhancing the likelihood of success.
Who will manage my project?
The Project Team consists of a Programme Manager, 4 Project Managers and 3 Project Coordinators. Seven members of the team are qualified to PRINCE2 Practitioner level. Qualifications in a number of other, more specialised, areas of Programme and Project Management are held within the team. These include Managing Successful Programmes, Management of Risk and Programme and Project Support Office. Between them the Programme and Project Managers within the ONI Project Team have nearly forty years of Project Management experience. Project Managers manage more complex projects, Project Co-ordinators manage less complex projects.
How will I know what my project will look like and how it is progressing?
You will meet with an ONI Account Manager and Sales Engineer who will elicit information about the products or services you require and let you know how much your project will cost, how long it will take and the deliverables you can expect to see. This information is passed to the Project Team in the form of a Project Scope.
You will meet with and ONI Project Manager, often in the company of an ONI Project Engineer, to negotiate the details. The Project Manager will draft a Project Initiation Document PID based on this discussion. This document will set out the expected deliverables, the timescales and the standards to be achieved. It will define the responsibilities of both parties, escalation paths and any risks associated with the work. Implementation cannot begin until both parties have agreed the content of this PID and signed it.
Any major scope changes which may be identified as the project progresses will be dealt with using the ONI Change Management Process. Progress of the project will be reported using either regular or exception reporting.[/toggle_content]
How does ONI control and govern projects?
The ONI approach to delivering projects is defined in the ONI Project Management Approach, supported by the ONI Project Quality Review Plan. Projects are defined as Projects, Work packages, and Work orders. The definition applied to each piece of work is based on the value and complexity of the work.
These factors influence the level of control and governance applied to each piece of work. Projects receive full control and governance with regular reporting, work packages and work orders are governed using exception reporting only. Project deliverables, resources, key personnel, terms and responsibilities and risks are all captured in a Project Initiation Document (PID). All work related to Projects and Work Packages are captured in a Project Plan using MS Project Professional 2010.
If a project doesn’t go to plan how will any issues be escalated?
ONI Project Managers and Project Co-ordinators report to the ONI Programme Manager who reports to the Technical Consultancy Services Manager. In the first instance any issues with project delivery should be raised with the Project Manager or Coordinator who is dealing with your project. If your issue is not addressed to your satisfaction you should raise it with the Programme Manager. IF he cannot resolve the issue then you can escalate it to the Technical Consultancy Services Manager.
