Proact Premium Support is designed to offer an enterprise quality level of support that will help you achieve the service levels that your end users demand.
Across Europe, Proact provide support to more than 3,500 customers. We offer a single point of contact and support across multiple vendors, giving our customers access to our knowledgeable, multi-skilled and certified technicians.
This single point of support eliminates “finger pointing” between different suppliers, allowing our customers to achieve their service level goals through faster diagnosis and problem resolution whilst reducing risk. Our services levels can be tailored to meet your needs, delivered 24x7 and in local languages across 13 European countries.
We have designed our support service to offer our customers an extremely cost effective, high quality service, which places an emphasis on ownership and successful fault resolution. An independent survey completed in 2011 rankedProact as the leading NetApp support partner in Europe.
Local Language Support
We believe that having local support teams operating in your territory with the ability to speak your language that understand your environment iscrucial to the delivery of reliable IT services.
It is important to our customers that support services are flexible.Support can be provided on a 24x7 basis, or just in business hours - with response service levels of 1-2 hours through to next business day.
Proact can provide services for a single vendor, or offer a “single point of contact” support contract across multiple vendors.
Our support is designed to make your life easier – our support teams are trained to take ownership of a problem from the outset, whatever the reason and whatever the root cause. Acting as a single point of contact, Proact work with the vendors to identify the fault and provide an effective resolution.
If the unthinkable happens – we know how to respond. Based on our experience of delivering support services since 1994 we understand more than most that critical support situations need to be treated differently from normal support calls. When asystem is down and a production outage occurs Proact follow a series of proven, well-defined steps designed to minimise downtime and ensure that your critical services can be delivered back into production quickly and without risk. Proact appoint an internal incident owner with full access to all resources including a defined crisis team with only one goal – to get production systems back running as soon as possible.