Field Services for Deployment & On-Site Field Service Maintenance
National in Scope
Every day, intelliNet performs IT Services work in every Province and Territory throughout Canada. Our Field Service Technicians & Network Engineers can perform On-Site IT Services Everywhere in Canada Within Two Hours.
Installs, Moves, Adds or Changes
The intelliNet Team of Technicians are local everywhere throughout Canada and are your feet-on-the-street to partner with, for your deployment projects. Whether your current projects involve Installs, Adds, Moves or Changes (IMACs) intelliNet has the expertise and experience to execute your IT deliverables.
All deployment projects have an intelliNet Team working with you including an Account Manager and a Project Manager, as well as a designated Team Lead for the Service Dispatch personnel assigned to your account. As a result, your intelliNet Team are familiar and focused on performance management and any necessary escalations needed to keep the work on budget and on time.
Our resources are available to you on either a Time & Materials basis or on pre-determined Fixed-Fee basis.
With in excess of 460 insured Field Service Technicians and Network Engineers across the country, we have the personnel to be your IT projects partner.
Service Level Agreements
The service has well-defined, documented and refined Service Level Agreements (SLAs) to govern the performance of limited downtime for your end user communities. Strict adherence to the SLAs have your organization benefit from the rapid on-site service delivered to perform your Break/Fix repairs or product replacement strategies.
You are in Control
Different than most Service Level Agreements, we do not determine the Severity level of each call. You do. You select the speed of our initial response, the commencement to start the work and the goal time to remedy, based upon how the malfunction affects your business, in your opinion. Please see our Service Level Agreement Severity Levels chart.
Where appropriate, our Help Desk commences a Level-1 assessment of each ticket issued early in the process to determine if the malfunction can be immediately resolved remotely prior to the arrival of the on-site Technician.
Integration of our Teams
Your IT Department authorized personnel may have on-line access to intelliNet’s Field Service Management System Portal and they can enter and create new tickets, integrating with your ticketing systems, or alternatively using ours, as well as tracking and monitoring service issues throughout the lifecycle of each call.
Period reporting can be used to track trends and isolate areas in need of focus. Further, the Field Service Management System generates notices of SLA Jeopardy advising our personnel when action is needed to avoid an SLA Breach.
For IT products and components which are low in financial value or if the client’s environment requires minimal disruptions, our Smart Hands program provides the right solution. Covered items can be exchanged with replacement products more quickly than the time it takes for an on-site repair, by using our Smart Hands program.
On-Site Enterprise Field Service Maintenance is available in one year, three year or five year terms and each can be optionally upgraded to include SLA Breach financial Penalty Credits.
All of this is provided for a predetermined fixed price which includes all parts and professional time to keep your people up and running with a fixed budget no matter how often or infrequent your equipment malfunctions.
Experience & Industry Best Practices
The intelliNet Management Team has been providing comprehensive On-Site IT Services throughout Canada for more than three decades. Comprised of industry veterans, the company continues to use accepted Industry Best Practices based upon the Information Technology Industry Library (ITIL) and related endorsed leading edge software tools, methodologies & Knowledge Bases in the areas of Service Management and Service Delivery. This includes membership and participation in:
- itSMF The Information Technology Service Management Forum of Canada
- HDI The Help-Desk Institute
The Right Partner
From Servers to Desktops, Smart Phones to Email, Halifax to Vancouver, SMB to Enterprise, intelliNet supports any portion of your entire IT Infrastructure where we can make a positive contribution that fits within your needs and plans.
You can consolidate multiple Manufacturers’ service coverage for all brands of products which comprise your systems with a single point of contact and a single relationship.
intelliSupport Enterprise SLA Agreement
IT Services . . . Powered by intelliNet.