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Case Study - Diligent

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Case Study - Diligent

Posted by Arch Technology on May 27, 2019 11:55:06 PM

A Short-Term Agreement Develops into a Long Term Partnership

The Challenge

Diligent Corporation approached Arch Technology Solutions when their OEM equipment was approaching an end of support date. Diligent Corporation and its clients rely on this hardware to deliver critical services. Without the proper support, the company could not guarantee the level of service their clients expect.

The Solution

Arch Technology Solutions experts assessed the client’s coverage needs. To ensure accuracy, Arch’s experts reviewed the client’s in-house hardware, business processes, and operating procedures.

With a comprehensive understanding of the client’s coverage needs, Arch Technology Solutions experts developed an SLA to provide bridge support during their equipment refresh. This agreement enabled Diligent Corporation to continue to provide consistent service levels to their clients while implementing new hardware solutions.

Arch Technology Solutions provided Tier 1 through Tier 3 support delivered by engineers with exceptional certification and experience. Each engineer must have a minimum of five years of experience in his or her certification before providing support in the applicable Tier. For example, to provide Tier 2 support for Cisco equipment, an Arch Support Engineer must have held the certification and operated as a CCNP for a minimum of five years. Merely holding the certification is not enough.

Arch Technology Solutions supported Diligent Corporation and its clients throughout the transition and simultaneously reduced the company's support costs. 

The Results

As a result of their work with Arch Technology Solutions, the Diligent Corporation realized more than 55 percent savings compared to their OEM-provided support.  The company was so happy with the service and savings provided by Arch Technology Solutions that they have elected to renew their contract. What started as a bridge service agreement has grown into a long-term partnership in which Diligent Corporation can expect an additional 5 percent savings during the term extension. 

Partnering with Arch Technology Solutions allowed Diligent Corporation to maintain the highest levels of service without compromising critical client functions or their budget. Their decision to continue to partner with Arch Technology Solutions stands as a testament to their satisfaction.

Topics: Bridge Support During Refresh Schedules

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