Installation and Maintenance

Both directly and through a worldwide network of partners, Teneo provides a wide range of services including installation and maintenance. All of our service partners can install and maintain our key products providing a next business day service and, in many cases, a 24×7 × 4 response.

Currently our service arm covers over 120 countries, with more locations being continually added.

Maintenance

Teneo will help you maximise your Network Management investment by providing you with a dedicated support service. Our vendor trained engineers have vast experience of supporting the Teneo customer base, which extends to over 1000 customers.

Engineers have access to test equipment and a knowledgebase of information, to help you solve your technical enquiry in the minimum amount of time.

Calls are logged and allocated to a technical support engineer. In most instances we can deal with the issue immediately, but in all cases we will respond within 8 hours.

Should first level support be unable to resolve the support issue within the first 24 hours it will be escalated to second level support for immediate attention. They will then establish whether this is a “known” issue or a “bug”. If it is a “known” issue advice will be given accordingly.

As a supported customer, during the period of your maintenance contract you will also receive:

• Software Updates containing new features and functionality
• Bug fixes and workarounds
• Technical Alerts/Advisories
• Product Updates
• Access to online customer knowledgebase

Additionally Teneo offers project management services, managing an entire rollout with a dedicating individual for larger projects.

Installation

Teneo offers a specialist installation service to ensure that new customers get value from their solution in the minimum amount of time. Our trained engineers will ensure that the solution is installed and configured to vendor specifications and can also fine tune the product to provide the customer with the management information that is required. In most cases some knowledge transfer to the customer on best practice and core functionality can also be carried out.