Dataquest Channel Partners provides a Work Unit Voucher Scheme (WUVE), which offers a flexible way for your clients to access the support they need for a wide range of issues, without worrying about investing in their in-house team, recruiting, training or the associated costs of employment.

The scheme requires an initial investment from your clients, which guarantees access to our highly experienced team of technicians, ready to provide ‘support as required, on a global scale. By outsourcing to Dataquest, your clients achieve a highly flexible, cost effective solution to IT support.

The service has many of the characteristics of time and materials repairs, but has none of the typical disadvantages of poor service levels and high individual repair costs. Choosing the WUVE service model benefit from a choice of responses, used across a wide range of support needs.

Offering our WUVE service to your clients will enhance your relationship with them and deliver a range of important benefits, including:

  • More cost effective than a full maintenance contract.
  • Better value for money than time and materials.
  • Fixed labour rates.
  • Equipment lists do not have to be supplied.
  • Guaranteed response times.
  • Can be used for loan equipment.
  • Flexibility and choice.
  • Call priority can be decided when logged.
  • The scheme can be used for other services not normally part of a support agreement.

Flexibility comes as standard

Once a customer’s helpdesk has established a need for additional support, it will place a call with CCE’s call centre, choosing the service level that is most appropriate to the urgency and nature of the incident. The following service levels are available, depending on the urgency of the call:

  • Telephone remedy – free for hardware queries
  • Courier replacement – for low urgency turnaround
  • 4 hour response – for urgent repairs
  • Hire of loan equipment.

The service level required can be chosen at the time of the call. In addition to the standard hardware support above, the WUVE can be used as a ‘managed resource fund’ for purchasing additional support services including:

  • Remote site assistance
  • Additional engineering resource
  • Equipment hire
  • Consumable items
  • Ad-hoc installation assistance
  • Damage repairs
  • Software support hotline
  • Ad-hoc on-site network support
  • Off-site repairs
  • Preventative maintenance.

Please note, some services may not be available at short notice and may require advanced planning, like a senior technician visiting site. With this scheme your administration time is significantly reduced.

Changes to equipment, warranty or expiry dates do not need to be notified and vouchers can be applied to any equipment. In addition, the location of equipment can be moved to different offices and locations.

All we ask is that you keep us informed of the position at the regular account management meetings, to ensure that equipment remains within our support capabilities and that the chosen locations can be supported.

More control built in

The monthly reports we provide, enable customers to maintain complete control of their voucher fund. Opening and closing balances are clearly shown on the reports together with individual repair details for identifying equipment resilience issues.

Dataquest recommends customers choose a standard, default service and that key personnel have the authority to raise the response level for more urgent repairs or other services.

A ceiling to individual repair costs can also be established, enabling customers to decide whether a specific item is worth repairing or not, which can be particularly useful with hardware nearing the end of its useful life.

Value in every pound spent

The WUVE is not intended to be a low-cost alternative to traditional maintenance, but is extremely cost efficient because it is targeted at a company’s specific needs. It is also in our interests to ensure your client receives value for money, to help us build long-term relationships with you.

For hardware maintenance, the call-out and hourly attendance rates are fixed in advance. Low urgency repairs can be packaged together, so that an engineer only visits a customer’s site once, spreading the call-out fee across the individual items.

Our work is guaranteed for 90 days, so in the unlikely event a repair requires further attention, there is no additional charge during this period, although in some cases, manufacturer’s spare parts are warranted for 12 months.

The WUVE scheme provides further flexibility, by allowing the fund to be used for consumables and repairs caused by accidental damage, which as you know under a traditional contract, would normally incur extra charges.

If the fund is not fully used during the initial term, the outstanding balance does not expire but remains valid for 3 years from the moment of deposit. In addition, if the fund is used up faster than anticipated, additional vouchers can be purchased at any time during the contract term.

On renewal a customer only has to restore the fund to the amount used within the previous 12 month period. Therefore if a customer has experienced excellent reliability from its hardware, it will benefit from lower maintenance expenditure the following year.

Level 1 / Installation Engineer

Physical installation of hardware and basic configuration

Level 2 / Working to CCNA or equivalent

Follow Install script to connect devices to network

Level 3 / CCNA or equivalent

Installation and basic fault diagnosis of entry-level switching/routing devices

Level 4 / CCNA/CCNP or equivalent

Installation and fault diagnosis of switching and routing devices, basic system design

Level 5 / CCNP/CCVP/CCSP/CCIP or equivalent

Advanced installation, fault resolution of complex issues and Pre-sales support and system design

Level 6 / Senior Consultant CCIE or equivalent

Advanced installation, fault resolution of complex issues and Pre sales support and system design

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