Technical support

Your company

Your issues

Incidents are part and parcel of the life of complex technological solutions. Your challenge is to ensure continuity of service for your internal users, whatever the situation, and guarantee a rapid return to normality in the event of a major incident.

 

Your needs

Need a team dedicated to proactive in-service maintenance to anticipate the occurrence of incidents?

 

Need reactive support technicians to reduce the duration of incidents?

 

Need backing from external experts to support your own intervention teams?

 

 

Our solutions

Advanced in-service maintenance services

A Hub One team of more than 35 people is at your service to ensure the in-service maintenance of the solutions deployed. We offer you:

  • Maintenance contracts suited to your constraints
  • A 1200 m² repairs workshop
  • Remote supervision solutions for the radio and network infrastructures
  • A remote distribution solution for centralised administration of your equipment fleets and mobile terminals
  • A front office available 24/7
  • Technical customer support with diagnostics and immediate attempt to restore service online
  • A customer space to track your activity online

 

A single point of contact: the hub one front office

Hub One provides you with a single point of entry for receiving and fielding calls, and forwarding and monitoring incident notifications: the front office.

This service is accessible 24 hours a day, 7 days a week:

 

The front office monitors the incident and serves as the interface between you and the service production organisation. It triggers, if necessary, the on-site interventions and handles communication between you and the field technicians.

 

It is tasked with:

  • Processing the incident opening requests made online
  • Receiving calls and ensuring a quality call reception service
  • Conducting a pre-diagnostic of the incident
  • Transmitting the incident ticket to the appropriate technical service
  • Chasing up technicians to determine the state of progress of interventions
  • Following up the troubleshooting and escalating if necessary
  • Informing you of the resolution of your incident

 

The front office follows clear and efficient procedures:

  • Answering 90% of calls in a maximum of 20 seconds
  • Rapid analysis of your request
  • Technical diagnostic online (certain solutions)
  • Taking account of your operational constraints and your service contract
  • Instantaneous delegation of incident tickets to technical teams
  • Tracking requests and incidents
  • Systematically informing you of any major action relating to your file
  • Information on the Hub One solutions, their features and their prices
  • User assistance on familiarisation with and configuration of mobile terminals, and what to do in the case of lockout, loss, theft or malfunction

 

During normal working hours, the front office transfers certain calls to customer technical support with a view to immediate service restoration.

 

Level 1 customer technical support (stc1)

Available during normal working hours, STC1 technical support receives the call transmitted by the front office once the incident ticket is created. It is tasked with:

  • Immediately fielding the caller’s query
  • Remotely conducting a technical diagnostic of your equipment and backbone
  • Immediately restoring service where possible
  • Scheduling a field intervention if necessary: internal teams, subcontractors or suppliers
  • Escalating the incident ticket to the next technical level (STC2) if necessary
  • Monitoring compliance with the SLA lead times
  • Validating the return to normal service

 

Level 2 customer technical support (stc2)

STC2 is customer technical support level 2. Its expert status allows it to:

  • Take charge of incidents transmitted by STC1 or the front office
  • Remotely conduct a technical diagnostic of your equipment and backbone
  • Schedule a field intervention if necessary: internal teams, subcontractors or suppliers
  • Assist the internal teams and service providers through to incident resolution
  • Monitor compliance with the SLA lead times
  • Validate the return to normal service

 

What can we do for you?

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