Whitepapers

Deploying hardware, software and services from multiple vendors in your communication environment is accepted today
as best practice.

The multi-vendor communications environment also poses a number of challenges to businesses. Managing the different support and maintenance contracts linked to each vendor solution is complex.

It requires careful management to ensure optimal efficiency, however most organisations’ communications teams do not have the time and resources required to manage this non-core function effectively.

Some of the challenges associated with managing multi-vendor support include:

• lack of local support
• unpredictable support costs
• responsibility/accountability is unclear
• inefficient, reactive system management.

To alleviate the burden of managing multi-vendor support contracts, some organisations set up an internal group dedicated to managing the function. While this may be effective, it is also very expensive.

There is growing demand for a single point of contact for support and maintenance contracts. As such, many Australian
organisations are now outsourcing the management of multivendor support contracts to dedicated multi-vendor support
service providers (MVSSP).

Using the multi-vendor support service delivery model, all of your organisation’s network equipment is covered under one maintenance contract provided by one maintenance vendor (or MVSSP).

A fixed price agreement covering all costs for technical support and maintenance, helps you control annual support costs that, up until now, were unknown and unpredictable.

It is necessary for a multi-vendor support service provider to provide quick, unified access to specialist technical, change management and maintenance resources along with delivering local 24/7 integrated multi-vendor support services for all your new, legacy and specialised communications equipment.