Delivery

Ontrack Globalrecognises that our customers demand cost-effective, value added and timely support and want a single trusted point of contact as and when they need it; this is what Ontrack Global delivers. The services are delivered by:

» Ensuring our IT service delivery teams work hand in hand with our sales teams to deliver solutions according to the customer’s business drivers and requirements. This also ensures that there is a smooth transition from the sales team to the service delivery teams.

» Providing the best available people to do the job, regardless of the global location, thereby offering every customer our best possible service

» Having strong communication at the core of all our operations, ensuring that both the internal teams and the customer have visibility at every stage of the service being delivered, which also means that any potential problems get flagged well in advance and a solution can be found before the problems can take serious effect

» Believing that success lies in a joint effort where the customer stays as involved as the Ontrack Global service delivery team, since the customer can provide invaluable inputs from the knowledge of their own business domain

» Conducting regular internal team meetings with the objective of improving on services delivered, which also ensures that our delivery is not person-dependent and that our teams work seamlessly as a unit

» Conducting regular customer meetings and sending regular reports

» Endeavouring to ensure customer delight, not just customer satisfaction

Our Service Delivery processes include those for:

• » Configuration Management
• » Problem Management
• » Change Management
• » Service Desk
• » Software Control and Distribution
• » Service Level Management
• » Capacity Management
• » Contingency Planning
• » Availability Management
• » Cost Management for IT Services