Network Support Services

Indigo's network support services cover first line reactive/preventative maintenance, second line remote technical support and third line support.  The scope of the Indigo service offering also extends to pre-maintenance inspections, site audits and escorted access services as well as network audits to ensure optimum network utilisation.

Strategically located across mainland Europe to meet and exceed demanding service level agreements (SLAs), Indigo's pan-European first line field service engineers are skilled in a wide range of voice, data and networking technologies. Should a service fault be reported via the Indigo NOC, Indigo's rapid response, comprehensive footprint and maintenance spares logistics means minimum downtime and disruption to partners' networks.

Indigo's support and maintenance services are all backed by defined service level agreements, ranging from a 4 hour response with attendance during the next business day through to 24x7 network support with a 2 hour fix. Indigo also provides dedicated on-site engineering resources, should the demands of partner networks and service delivery dictate the need.

All of Indigo's SLA's are measured against agreed key performance indicators and are reviewed regularly with partners at service operations and executive level meetings.

Indigo's network support services are complemented by the capabilities of its carrier class Network Operations Centre (NOC) where Indigo first and second line NOC engineers manage the end-to-end support, diagnosis and maintenance process. Full autonomy allows them to dispatch a field service engineer; to call upon further second/third line technical support engineers at any time or escalate to senior management, should the need arise.

All of Indigo's second line technical support engineers are fully trained to expert level in a range of multi-vendor voice, data and networking products, including Cisco CCNA, Alcatel-Lucent ACSE or equivalent. Located in part within the NOC, they also work very closely with equipment vendors' third line support staff to diagnose and clear down any faults in the shortest possible time.

With state of the art pre-staging and laboratory facilities across numerous locations throughout the UK, all of this adds up to peace of mind. Partners are safe in the knowledge that the depth and breadth of Indigo's experience means they can be assured that all network support and maintenance requirements will be delivered on time and within the agreed SLA.