 With offices in San Diego, USA and Calne, Wiltshire NCE is able to deliver services on both sides of the Atlantic.
Decisions about achievable SLA’s however, are made on a case-by-case basis as we believe it is important not to promise anything that we cannot deliver.
Our main spares stock holding for both the repair centre and on-site services is housed in Calne in the UK along with a large array of complete working systems used for training, fault replication and swap out capability. The quality of original manufacturer parts and equipment is carefully assessed, bar-coded and monitored by our quality and service delivery team to ISO 9001 standards. Spares are also distributed throughout the country for use by engineers covering our customers on service levels up to 24 x 7 x 4 hr fix contracts. All parts are tested as they are receive and prior to being despatched to site or stocking locations, NCE engineers also have test equipment to ensure remote stocks are maintained at a high level of readiness and this is how NCE maintain a high SLA Fix performance level.
By special arrangement NCE is happy to allocate spare hardware options, or complete Data Storage systems to client sites as long as suitable secure storage can be provided.
Where short SLA’s are requested and there is employed personnel on-site at the end-user IT environment, NCE can provide an agreed stock of fast-moving spares that the can be swapped out under the direction of NCE technical support team, and then back-fill as required.
We are also happy to arrange flexible but competitive contracts that allow companies wishing to keep their used/faulty drives/tapes when we replace them after breakdown so that efficiency and performance of the hardware is maintained at all times.
No cost site audits are a feature that few companies will undertake, but NCE see this as an important part of our on-site package, allowing us all to ensure that we know the full and correct configuration of systems is known and the correct spares and logistics are in place. This information is shared with the client and helps to create the most thorough record of your customer systems for our in-house CRM data base and for the client to view real time on-line via the web portal tool, NCE Live, this allows you to view all contract details and the status of all fault calls from notification through to fix.
Data Storage systems analysis, health-checks, firmware audits and updates can be carried out by request through our professional service team. These additional services allow the end user to be fully aware of
their IT hardware, it’s optimal performance and gain major cost savings in capacity re-claim.
Please see our SLA Table to request the correct level of Support and Maintenance service for your customers needs and additional services we offer.
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