Service and Support
Hermes’ approach to service and support aims to maximise the reliability of your system, to quickly deal with any problems, and to learn lessons.
Design and Installation
The support process starts with the design of the system: we design the system 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 we will train key staff in basic diagnostics and troubleshooting, so that they are able to quickly see if there is a problem.
Monitoring and Management
Once a service goes live, we monitor it remotely 24/7/365, using monitoring tools which include:
- physical monitoring of all satellite signals so we can immediately tell if there is a problem
- SNMP/IP monitoring of key devices so we can respond to outages and alarms
- traffic flow into and out of each port
The same system also allows us to manage the remote site and gives us early warning of capacity issues.
Web-based Access
We will provide you with secure web-based access to our monitroing system so that you can see any time how your network is performing.
Troubleshooting
Our monitoring system often allows us to identify and eliminate problems before they are visible to users.
We also operate 24-hour English and Russian language helplines for fault reporting.
All faults and problems are dealt with through a ticket system, to which you have web-based access. You can also use the system to raise tickets.
Within one hour of a fault being reported either by phone or by the web, the reporting person will receive a call from the Hermes duty engineer who will own the problem from then on.
If a fault is not resolved within the SLA time period (this depends on the service and support package you choose), the ticket is escalated to a Senior Manager who will then report to you on the problem.
Site Attendance
If site attendance is required by a Hermes engineer to resolve a problem, they will come to site within the time set out in the SLA, typically 4 hours to site or to pickup point.
Monthly Reporting
We will report to you monthly on the service including:
- Performance against SLA
- Site visits
- Problems experienced
- Service recommendations
