NetSure Third-Party Maintenance Buyers Guide:

Transcription

1 NetSure Third-Party Maintenance Buyers Guide: What to know & why you should consider NetSure as your third-party maintenance alternative Integrity is our differentiator Curvature Knows: 1. Global Delivery Technical expertise and 500+ Forward Stocking Locations (FSLs) span the globe Follow-the-sun technical support offering 24x7, 365 days a year Networking, server, and storage support on devices in more than 70 countries worldwide

2 2. 100% Sparing Spared 100% locally for all customer hardware under contract. Our sparing policy sets us apart- 100% spared prior to contract, 100% tested prior to staging, 100% owned by Curvature. We utilize a 3-step strategy to maintain this exceptional SLA: Specs, Sparing Analysis, and Testing & Deployment. STEP 1. SPECS: Determine customer s specifications Our dynamic and sophisticated sparing analysis system comprised of proprietary tools, equipment and training can determine exactly which components will be placed under contract ensuring your equipment is spared correctly. STEP 2. SPARING ANALYSIS: Utilize specs to ensure 100% spare availability Our sophisticated Sparing Analysis System compares stock in local parts depots with the required customer equipment coverage, ensuring 100% local spares all the time, every time. Our analysis can be done by system, location or customer. It is built from decades of testing and itemizing known failure rates on millions of devices, allowing us to predict product lifecycles and plan for replacement needs. Tracks every deliverable that leaves each of our global Forward Stocking Locations (FSLs) Calculates the best geographic locations for FSLs based on customer SLAs Facilitates adding new FSLs based on the customer s growing global needs STEP 3. TESTING & DEPLOYMENT: Ensure quality and deliver quickly All service parts are subject to thorough testing in Curvature s distribution centers. Our Spirent test center enables us to replicate real-world environment, traffic, device behavior, and router peering relationship emulation. Spirent testing is one of our many quality checks, and it s the last step before equipment goes into inventory. Tier 1 testing (all visual inspections of physical gear) eliminates any broken components and Spirent testing s rigorous process uncovers any hardware failures. After thorough testing, parts are prepared for storage and shipped to Curvature s forward stocking locations worldwide.

3 3. Certification Curvature holds both ISO 9001:2008 and TL 9000 certifications for all of our distribution centers and is among an elite class of networking equipment providers that have achieved this level of quality control. TL 9000 is a comprehensive QMS that requires robust controls for organizations involved in telecommunications. Curvature s TL 9000 process controls encompass internal auditing, receiving, inspection, equipment testing and configuration, refurbishment, inventory, packaging and shipping Highest international standard for telecom industry suppliers Fewer than 1,500 companies hold TL 9000 certification Curvature is a Customs-Trade partnership Against Terrorism (C-TPAT) certified partner. Led by U.S. Customs and Border Protection, C-TPAT is focused on improving global supply chain security with respect to terrorism. ISO 27001:2013 certification is for Information Security Management Systems and is one of the most widely recognized and prestigious security standards available. By achieving this certification Curvature has confirmed that our ISMS is compliant and in line with the latest industry standards and best practices. The International Standards Organization and the Quality of Excellence for Suppliers of Telecommunications (QuEST) Forum are the governing bodies for these certifications. This prestigious recognition serves to validate Curvature s demonstrated ability to provide the highest quality levels of procurement and refurbishment services for the telecommunications industry worldwide. ISO Registered Information Security Management ISO 9001:2008 Certified

4 4. Flexible Contract Multi-generational, multi-vendor, multi-national, whatever equipment you have in your IT infrastructure can be managed under one global contract All ticket submissions, SLA product depreciation, EoL updates, contracts can be tracked through our Netsure portal Flexible comprehensive support solutions with an unprecedented focus on quality and customer satisfaction Equipment is 100% spared at a strategic location to ensure that your Service Level Agreement (SLA) is met for every component under contract 4 HOUR (4HR) 24x7x365 technical support with 4 hour delivery Replacement Equipment arrives within 4 hours of delivery approval 4 HOUR (4HR) + FIELD SUPPORT Service technician dispatched to remove faulty equipment and install replacement NEXT BUSINESS DAY (NBD) 24x7x365 technical support with NBD delivery Replacement Equipment shipped for next business day arrival NEXT BUSINESS DAY (NBD) + FIELD SUPPORT Service technician dispatched to remove faulty equipment and install replacement SAME DAY SHIP (SDS) 24x7x365 technical support with same-day shipment of the spare Replacement Equipment shipped same day as delivery approval NETSURE SPARE Rather than shipping Replacement Equipment when there is an issue with covered equipment, replacement equipment is stocked and on hand at customer s location

5 5. In House Engineers Our troubleshooting team is there 24x7, 365 days a year to respond to your technical support issues. Our troubleshooting team is backed up by our subject-matter experts who have decades of networking and IT service delivery experience. Based on your SLA, a member of our team familiar with your platform and environment will contact you within 15 minutes of call initiation. An immediate problem diagnosis and formulation of a resolution plan will begin. 6. Quality Guaranteed Curvature s suite of testing tools combined with our Spirent testing center guarantees consistent, thorough, repeatable procedures for every piece of equipment that enters our warehouses worldwide. All equipment is stored in a Curvature facility, under our control. This means we have received it, tested it, and packaged it for shipping. Equipment used to spare on maintenance contracts is full line rate load tested. From tools, to processes, to people, we are able to meet your technical needs. Our less than 0.5% hardware failure rate is the result of our 30 year history in testing, configuring and shipping hardware around the globe. Gartner has identified Curvature as a top performer Competitive Landscape Report Third-Party Maintenance Providers, North America. Click here to read North American 6500 Hollister Avenue Santa Barbara, CA USA T F European Merchants Court - Amsterdam Singaporestraat RA Lijnden The Netherlands T +31 (0) from UK, DE & FR F +31 (0) Asia-Pacific 1 Changi Business Park Crescent #02-04 / 07 Plaza 8 Singapore T from AU F curvature.com