DCS First Line

DCS Global is a company that values providing exceptional support to its clients. Our approach to support is based on our core principles of value, partnership, innovation, and excellence.

We believe in providing value to our clients by offering them cost-effective and efficient solutions to their collaboration and AV support needs. We understand that every client is unique, and we strive to develop a partnership with each of them to ensure that we are meeting their specific needs.

Innovation is at the heart of everything we do at DCS Global. We are always seeking new and creative ways to enhance our services and provide our clients with cutting-edge solutions.

Our commitment to excellence is evident in the high-quality support we provide, and we constantly strive to improve and exceed our clients’ expectations.

Customers choose DCS Global because we are their “first line” of support for all their collaboration and AV needs. Our dedicated team of experts is available to provide prompt and effective solutions to any issues that arise, ensuring that our clients can focus on their core business objectives without any disruptions. We build lasting partnerships with our clients, and our commitment to providing exceptional value, innovation, and excellence is what sets us apart in the industry.

There are 5 core reasons to entertain a support plan with DCS Global

  • Peace of mind: With a support agreement, you can be confident that any issues with your audiovisual and conference room equipment will be promptly addressed and resolved. You don’t have to worry about downtime or missed opportunities due to malfunctioning equipment.

  • Preventative maintenance: Regular maintenance is crucial for prolonging the life of your equipment and ensuring it is working at optimal levels. With a support agreement, you can schedule regular maintenance visits to keep your equipment in top shape.

  • Expert support: When you have a support agreement, you have access to a team of experts who are trained to troubleshoot and resolve any issues with your equipment. They can also provide guidance on how to use your equipment effectively, which can save you time and money in the long run.

  • Cost savings: A support agreement can save you money in the long run by minimizing downtime, preventing major equipment failures, and reducing the need for expensive repairs. It can also help you budget for your audiovisual and conference room needs by providing a fixed cost for support.

  • Customized solutions: Every organization has unique audiovisual and conference room needs. With a support agreement, you can work with your provider to develop customized solutions that meet your specific requirements. This can help you maximize the value of your investment in audiovisual and conference room equipment

DCS First Line – how can we help you? The industry standard Service Level Objectives (SLOs)for AV and Video Conferencing Support may vary depending on the organization and its specific needs. However, some commonly used SLOs are:

  • Availability: This SLO measures the percentage of time that the AV and video conferencing system is operational and available for use. The industry standard is typically 99.9% uptime.

  • Response time: This SLO measures the amount of time it takes for the support team to respond to a user’s request for assistance. The industry standard is usually within 15 minutes for critical issues, 30 minutes for high-priority issues, and 60 minutes for low-priority issues.

  • Resolution time: This SLO measures the amount of time it takes for the support team to resolve an issue. The industry standard is usually within 4 hours for critical issues, 8 hours for high-priority issues, and 24 hours for low-priority issues.

  • Mean Time to Repair (MTTR): This SLO measures the average time it takes to repair or restore the system to its normal functioning state after a failure. The industry standard is usually within 2 hours.

  • Capacity and scalability: This SLO measures the system’s ability to support a specific number of users and devices simultaneously. The industry standard varies depending on the organization’s needs, but it typically includes support for at least 50 users or devices at a time.

It’s worth noting that these are just general guidelines, and we work with organizations to customize and determine our own SLOs based on their specific needs and requirements. Here are some examples of Service Level Agreements (SLAs) or Service Level Objectives (SLOs) that an organization might establish for AV and Video Conferencing support:

Availability: The AV and video conferencing system will be available for use 99.9% of the time during business hours, excluding scheduled maintenance windows.

  • DCS Global and our First Line team will provide live answers during business hours, a 4-hour response time to an email sent to support, and an immediate tracker via a ticket portal or email into our support platform.

Response time: The support team will respond to critical issues within 15 minutes,high-priority issues within 60 minutes, and low-priority issues within 8 business hours.

DCS Global First Line standard response.

  • Live answer during business hours

  • Ticket Tracking

  • 4 hours (business hours) call back and troubleshooting.

  • 12-hour path to resolve. For example- if an issue arrives at 4 PM local time, it tracks into the following business day.

  • 24-48 business hour path to resolve, providing root cause has been determined and customer contacts remain available during this sequence and timing.

Resolution time: Critical issues often will be resolved within hours, high-priority issues within a business day, and low-priority issues within 24 –48 business hours.

DCS Global First Line assumes:

  • Location contact access

  • Remote access provided.

  • The warranty on the hardware has been maintained.

  • Spare inventory may be available.

  • Client Staff is proactive and responsive.

Mean Time to Repair-Warranty (MTTR): The average time to repair or restore the system to its normal functioning state after a failure will be no more than 2-3 days, faster if the root cause does not require replacement or onsite dispatch.

Standard AV – Video Conferencing SLO understanding, all based on local time, M-F, and during business hours (8-5). These can be customized:

  • 4-hour cycle to respond and troubleshoot, tracked with a ticketing system.

  • 8-hour cycle to identify root cause and a path to fix, replace, dispatch, or repair

  • 2-3 days to document any RMA or warranty shipping events.

  • 1-2 days to plan for on-site billable dispatch, if applicable based on the agreement.

  • 1 week to ship and deploy any spare standby gear, if applicable based on the agreement.

  • 2-3 weeks if resolution requires a new replacement purchase and shipment is needed. Again, these are just examples, and the specific SLAs or SLOs that an organization establishes will depend on its unique needs, resources, and priorities.

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