Basic Support Services – ZT Technology Solutions

Our Basic Support Services portfolio includes the following:

Vendor Management

In a typical MVN environments, it is necessary to audit the performance of external vendors. Critical score cards are developed to address quality and performance metrics for all repair and technical support services. ZT has significant expertise to address this and improve vendor’s performance and improve overall quality of support.

Single Point of Contact

ZT Technology Solutions provides a single point of contact multi-vendor, multi-technology maintenance solution. We can replace multiple contracts across existing support vendors realizing significant cost savings over the life of multi-year contracts. By utilizing a standardized support infrastructure we are able to drive further internal efficiencies for our customers. Plus our customers benefit by the significant commitment we put forth in improving Key Performance Indicators (KPIs) and the reduced complication inherent in providing a single Service Level Agreement (SLA).

As your company’s single point of contact vendor we can

♦ Improve network operations by

◊ Reducing the number of outages, length of down time and blocked calls/transactions

◊ Shortening problem resolution turnaround

◊ Having fewer trouble tickets

◊ Increasing first call resolution rate

♦ Reduce Operating Expenses/Capital Expenses by

◊ Reducing the number and cost of internal staff necessary to support the network

◊ Reducing the percentage of Operating Expenses out of Total Revenue

◊ Keeping system infrastructure costs fixed

◊ Eliminating spares inventory carrying costs

◊ Increasing inventory utilization

Remote Technical Support

ZT provides access to knowledgeable engineers to trouble shoot and resolve problems. Our engineers adhere to the strictest confidentiality regulations when accessing your network and will adhere to your security standards to protect the integrity of your proprietary information. Our engineers have extensive experience in resolving technical problems, especially critical system outages and emergency recoveries. The goal to minimize network downtime .We will work with you during maintenance windows to make sure systems upgrades do not jeopardize the network and develop and document recovery procedures in the event of any catastrophic failure.

Engineering Consultation and Customization

Our staff of electrical, physical design and computer software engineers allow us to address all obsolescence issue associated with hardware, software and firmware.

Our use of “high-value” engineering talent enables us to effectively deal with the replacement or substitution of system components that are no longer available as well as provide quality re-engineering support for repair services. We can reverse engineer hardware, if necessary, to address legacy issues. Our software engineers can provide services ranging from bug fixes/patch to maintenance releases to feature development.

With our lab infrastructure and diagnostic equipment we can deal with more in depth FMA, NEBS compliance, and MBTF and obsolescence issues.

Repair and Exchange Service

ZT has partnered with major repair companies to repair and replace defective equipment. We can also provide advanced exchange services on certain products, if requested. We have also partnered with qualified secondary market suppliers to provide certified “used “equipment.

Project Management

ZT can provide Project Management resources to develop Project plans for any network deployment, consolidation and migration implementation strategies. We can augment your existing resources to help you effectively manage critical projects.

Training

We can provide suit cased customized training for your staff at any level of experience (novice to expert) in all areas of system support and troubleshooting.

On-Site Support

Our engineers, if requested can provide field maintenance support as well as customized training and services.