Total Solution Support for Mission-Critical Systems

Mission-critical data management from Kanatek is far more than a mere collection of connected technologies from different vendors. KCS solutions are precision-engineered solutions that integrate best-of-breed hardware and software to deliver strategic business advantages and bottom line results. That's why Kanatek customers take comfort in the fact that when it comes to supporting the total solution, they can rely on the same people who architected and deployed it for them in the first place.

KCS Professional Maintenance and Support

• Faster Escalation & Resolution of Infrastructure Problems
• Reduce employee "problem-solving" time and chance of compounding errors
• Systematic management of HW/SW service contracts, current status of support calls, and call trends by your system names, available to your staff by secure Extranet

Single Point of Contact (Multi-Vendor & 7x24)

• Level 1 & 2 Technical Expertise (Symantec TSPP & SUN Maintenance Manager)
• KTI Help Desk Performance (95% of Symantec & 70% of SUN SW) before escalation
• Dedicated Escalation Resource
• Unique, Web-Based Information Access and tracking tools for Customers

A Single Point of Contact

Kanatek Client Support take the hassle out of support, providing a single point of contact for any problem related to any aspect - hardware, software and configuration of the solutions we deliver. For customers, that means no time wasted trying to identify the source of a problem or contacting multiple vendors in the process. Just one call to our 7x24 support service and our expert and experienced Client Support team takes ownership of the problem until it is resolved.

True Multi-Vendor Solution Support

Data management solutions from Kanatek integrate best-of-breed hardware and software to deliver mission-critical strategic business advantage. That's why our clients take comfort in the fact that Kanatek Client Support's comprehensive portfolio of customer support offerings extends to true multi-vendor support for all Kanatek-architected solutions. Put simply, our in-depth knowledge of the software, hardware, and configuration of those solutions enables our Client Support group to identify and resolve problems more rapidly and effectively than could any single vendor.

Personalized Service, Single Point of Contact

Kanatek Multi-Vendor Solution Support provides a 7x24 single point of contact for all supported clients, saving the time and hassle of communicating with a myriad of vendors when problems occur. With one phone call any time, any day, our Client Support team swings into action, assuming full ownership of any problem until it is completely resolved. Instead of competing with thousands of others for the attention of a single vendor, Kanatek supported clients get immediate, personalized attention from support people they know - and can have their call immediately escalated as required, to ensure mission-critical systems are up and running with minimal disruption.

Enhanced and Personal Technical Support

As part of Kanatek Client Support's evolution we have added Second-Level Technical Support Specialists (TSS), fully trained experts on products sold by Kanatek, in order to provide our customers with the type of expertise that is required for a complex solution. All Support Specialists are familiar with the client's specific environment have access to all deployment documentation and can communicate with the original installation professional services team.

Problems Solved Quickly & Efficiently

In-depth knowledge of our supported client's systems, components and configurations means Kanatek Client Support can resolve most software problems quickly and efficiently. When problems require a site visit by a vendor or service organization, we coordinate their efforts through the necessary levels of escalation until the problem is resolved. With Kanatek Client Support's Second Level Support, problems can be resolved faster and most times without vendor involvement. If required, our Second Level Technical Support Specialists can also escalate problems with vendors, faster and to the appropriate specialist due to prior troubleshooting involvement.

Customer Satisfaction

Kanatek operates a Customer Satisfaction process with a difference. It involves a formal face-to-face interview between a Kanatek executive and a carefully selected person in the customer organization that has specific knowledge about the solution under investigation. Although more time consuming and costly to implement than telephone and paper surveys, this process provides valuable and precise feedback on Kanatek's performance in the direct words of knowledgeable customers. Key questions relate to how satisfied the customer is with Kanatek, and the solution, during the most recent engagement. However, it is the discussion, rather than any quantitative measure, that provides the actionable ideas and therefore provides the most value to Kanatek and its clients.

Customized Web Reports

Kanatek Client Support provides each supported client with secure access to detailed and customized reports on the sales and service status of their account via the Web. These reports can be accessed and reviewed at any time, and cover:

• Outstanding open support calls
• Specific customer problem report
• Supported customer equipment list
• Specific order information
• Customer open orders report

Trend Analysis

Performance data on a client's infrastructure is available to be reviewed in a detailed and structured fashion. Kanatek Client Service Managers are able to sit down with clients and compare infrastructure performance and trends, against industry standards, to help clients get the best return from their investment technology.