Service and Support
Hermes’ approach to service and support aims to maximise the reliability of your system and to deal quickly and efficiently with any problems.
Design and Installation
The system is designed so that:
- remote access and management is built-in
- SLA and break-fix expectations are clear and realistic from the outset
During the installation phase, Hermes will train key staff in basic diagnostics and troubleshooting, so that problems are identified quickly.
Monitoring and Management
Once a service goes live, it is monitored remotely 24/7/365, using monitoring tools which include:
- monitoring of all satellite signals
- SNMP/IP monitoring of key network devices
- traffic flow into and out of each port
These systems allow management of the remote site and give early warnings of capacity issues.
Web-based Access
You will have secure web-based access to Hermes monitoring system, so that you can see at any time how your network is performing.
Troubleshooting
Hermes monitoring system often allows identification and elimination of problems before they are visible to users.
Hermes operates a 24-hour helpline for fault reporting.
All faults and problems are dealt with through a ticket system. You can receive e mail notification for fault tickets and have secure web-browser access.
Monthly Reporting
You will receive a monthly service report including:
- Performance against SLA
- Site visits
- Problems experienced
- Service recommendations
