The Service

Intellident offer a comprehensive range of support and maintenance packages, including access to our helpdesk and onsite service engineers. When a support call is received, the helpdesk will log a call in our Case Management system and allocate a case tracking reference number and a severity classification. Each case is managed as a series of activities associated with the tasks required to resolve the case. For each activity, automated emails can be sent to two nominated users at the customer site in order to provide clear visibility of progress; examples include confirmation of the call reference, case progress updates, scheduling of onsite engineers and confirmation of call closure.

Helpdesk staff will perform further diagnostics when required, by telephone or preferably by remote access to the affected system. Where possible the case will be resolved by, for instance, reconfiguring software, restarting services or providing user guidance. Intellident’s standard remote access tool is TeamViewer though we can also support technologies preferred by our customers. Further details are provided on the FAQ page. Based on the detailed investigation already undertaken, our workshop engineering team will dispatch the correct parts overnight via one of our 60+ Pick-Up Drop-Off (PUDO) points to ensure spare parts are directed to our engineers more effectively and efficiently. It is important that Intellident field service engineers will attend service calls with all the necessary swap-out parts to ensure immediate fault resolution.

Where an escalation is required for a software issue, our 2nd line Helpdesk will take over the call. These software experts will remotely connect to the system where possible using pre-agreed connection protocols, for instance TeamViewer or VPN connection, and work to a resolution. Where remote connection is not possible, they will work with local IT or management staff via telephone or email to diagnose and fix the problem. Where a fix is not possible due to a software bug or enhancement, the call will be escalated to our software development team.

Intellident have a range of management controls in place in order to monitor the overall levels of service and to highlight specific cases which are not progressing to plan. Our VP Customer Care, Helpdesk Manager and Helpdesk Supervisor receive automated alerts from the Case Management System for day to day management, have a range of reports used for weekly reviews and hold a monthly debrief to identify system and performance improvements. Intellident staff have a detailed training plan consisting of scheduled new product & service training as well as refresher training and a range of self-study online courses. Ongoing training is mandatory for all staff and is tied to personal remuneration. Software upgrades are offered Free of Charge under a support and maintenance agreement. The software is made available along with a detailed Installation Guide, User Guide and Configuration Guide. Intellident installation support can be provided and is chargeable at the standard daily rate.

Service Level Agreement (SLA)

The Intellident Support and Maintenance Service is measured against 3 key performance (KPI) targets. The 3 KPIs have been selected as they are direct, fact-based measures of performance and the combination is an effective way to minimise resolution times and increase solution up-time and customer satisfaction. Intellident set challenging but achievable targets in order to promote high levels of performance and to drive continual improvement for our customers and within our own business.

KPI 1 Helpdesk Response in less than 1 hour
Description Intellident Helpdesk engineers will contact the customer, supply a case reference number and begin the diagnosis process within 1 hour of receipt of a support call by telephone or email.
Commentary As a case is logged in the Case Management system, an activity is created which requires the Helpdesk to initiate and complete the initial diagnostic for the call. Where this activity is not completed within 1 hour, it will count as a failure against the KPI. It is important that the initial diagnostic is completed within that first hour. Where the fault can be resolved by the Helpdesk this means that the system has been returned to normal working order with minimal downtime. Where the fault requires escalation to either the 2nd line helpdesk for a software investigation or to the onsite engineering team for a hardware fix, a swift handover inclusive of initial diagnostics will result in a much faster resolution time.

KPI 2 Onsite Visit Next Working Day
Description Where an onsite visit is required by a field engineer for a hardware issue, the Intellident field service engineer will attend site on the next business day Monday to Friday during our normal working hours of 09:00 - 17:00.
Commentary As soon as it is identified that a call requires a hardware engineer to attend site, an activity is created to measure the attendance of the engineer as part of a visit. Once the visit is completed, the completion date and time is recorded and the KPI measured to confirm that the visit took place next working day. Additional activities are created to book all relevant parts, schedule the engineer with directions and instructions and to provide communications to the customer. Attendance next working day is important in order to minimise resolution times. Please note that the Intellident workshop operates Monday to Friday, excluding Bank Holidays. As a consequence, calls logged on a weekend requiring an onsite engineer visit will be scheduled for the day after the next working day to allow for parts to be picked and shipped.

KPI 3 First Fix Time
Description The Intellident field service engineer will resolve any hardware fault related to the logged case during the first visit.
Commentary The First Time Fix KPI is a simple measure based on checking that where an engineer attends site to complete a hardware fix that the case has been resolved with only one onsite activity. Where multiple onsite activities are recorded for the same case, the KPI will be recorded as a failure. It is important that hardware issues are resolved on the first visit as this will allow the system to return to working operation at the earliest opportunity. There is also a financial imperative for Intellident as this will reduce our costs of operation by minimising revisits.