The Challenge

United States Navy contacted Arch Technology Solutions looking for an alternative to OEM support while aging equipment was transitioned out, and new equipment brought online. 

The US Navy required streamlined access to the highest levels of support and round the clock coverage of equipment that had aged-out of the OEM's support window. To ensure network reliability, the US Navy required access to parts replacement coverage. This coverage provides for minimal network interruption by replacing a failed piece of hardware with an identical, functioning unit.

Additionally, the US Navy wanted to increase the quality of support received across all levels of the network while reducing costs. 

The Solution

Arch Technology Solutions started by performing an expert review of the US Navy's coverage needs. The team then reviewed existing service agreements and equipment and developed an SLA that meets every performance and operational requirement without exceeding budgetary limits. 

The Results

As a result of their work with Arch Technology Solutions, the US Navy successfully transitioned to new equipment and maintained coverage throughout the entire period. Additionally, the US Navy has elected to continue receiving support from Arch Technology Solutions on its new hardware. 

The support provided by Arch is 50% less than OEM support and offers superior maintenance performance. The engineers employed at each level of support in the Arch Technical Assistance Center (TAC) are not only OEM certified; each is highly experienced at each certification level. For example, the requirement for a Tier 2 Cisco engineer is CCIE +5years of experience. Until the experience requirement is met, the Arch TAC engineer may only provide Tier 1 support. As a result, many Arch clients who access Tier 1 support are accessing a CCIE certified engineer. 

Partnering with Arch Technology Solutions has allowed the US Navy to receive superior support during and after the equipment transition, at half the cost.  

Data Points

• 50% reduction in the cost of support
• Consistent support and equipment replacement during hardware transition
• Superior network maintenance at all support levels