We offer a “one-stop solution” by providing a single point of contact (SPOC) for all telecoms network support issues, globally.
Indigo Telecom Group provides 24x7x365 field operations, maintenance and support for fixed and wireless network operators, network equipment vendors and enterprises. All activities are co-ordinated from our Global Support Centre (GSC) based in Magor, South Wales.
Operating to strict service level times, Indigo manages both the dispatch of engineers to site and the required spare parts to ensure SLA adherence. Should the need arise, SLA jeopardy management is owned via the shift team leaders with defined escalation paths to the GSC Manager and senior management.
Indigo Telecom Group operates our field services on an emergency and planned/pre-arranged basis, allowing customers the flexibility to decide and schedule the dispatch of our engineers based on the criticality of the fault/issue.
Our Operation and Maintenance services
- 24x7x365 engineer dispatch
- 2hr/4hr/pre-arranged response to site
- Restoration and fix times
- Full spare parts management, including storage, dispatch, materials return authorisation (RMA) and repairs
- Network testing (from 2Meg to 100Gig)
- Preventative maintenance programmes
- Maintenance site visit reporting
- Monthly reporting and trend analysis
Our maintenance and support services can be tailored to meet bespoke requirements depending on the nature of services, location and equipment type. The multi-vendor/multi-technology expertise and experience of our maintenance engineers means network/equipment issues are resolved quickly and professionally.
All call outs by Indigo Telecom Group field service engineers are recorded electronically on our industry leading Salesforce Field Service Lighting fault/resource management system. It identifies and records the nature of the fault, the times of every activity on site and details of any spares used for audit and reporting purposes. Fault reports are available in real time via customer portals/APIs and can be produced on a daily, weekly or monthly basis for the purpose of analysis and review.