At DCS Global, we take pride in being your First Line of Support for all your collaboration, AV, and IT challenges. Our approach to customer service is built on the pillars of Value, Partnership, Innovation, and Excellence, ensuring that we provide cost-effective, efficient, and customized solutions that meet your unique business needs.
When you partner with DCS Global, you’re not just purchasing a service—you’re gaining a dedicated team that serves as your first call when challenges arise. Our First Line Support ensures that your organization can operate smoothly without unexpected downtime, giving you the confidence that expert assistance is only a phone call away.
Peace of Mind
With a DCS Global Annual Maintenance Agreement (AMS), you can be confident that any issues with your audiovisual and conference room equipment will be addressed promptly. No need to worry about unexpected failures or extended downtimes—our team ensures seamless system performance.
Proactive Preventative Maintenance
We believe that preventative maintenance is key to ensuring long-term system stability. Our scheduled maintenance checks keep your equipment functioning at optimal levels and reduce the likelihood of critical failures.
Expert Troubleshooting and Technical Support
Our First Line team consists of certified professionals trained to diagnose, troubleshoot, and resolve complex issues with collaboration and AV equipment. Whether you encounter hardware malfunctions or need assistance with software updates, our experts are ready to help.
Cost Savings Through Proactive Management
Investing in a support plan with DCS Global helps to minimize operational costs by preventing major equipment failures, reducing emergency repairs, and maintaining predictable budgeting with fixed support costs.
Customized Solutions for Unique Needs
We recognize that no two organizations are the same. Our First Line Support is tailored to fit your organization’s specific requirements, ensuring that you get the most value from your technology investments.
Step 1: Kickoff and Onboarding
· We conduct a comprehensive initial assessment to understand your infrastructure and support requirements.
· Your Support Plan is customized based on your Master Services Agreement (MSA), Statement of Work (SOW), and other purchase agreements.
Step 2: Opening a Ticket
· Live Answer Support: Our First Line team provides immediate responses during business hours.
· Ticket Portal Access: Clients can open a support ticket through our online portal, which tracks each issue in real time. · Email Support: Emails sent to support@dcsglobal.com are logged and assigned to the appropriate support specialist.
Step 3: Rapid Response Times
Our standard Service Level Objectives (SLOs) ensure rapid response and resolution:
· Critical Issues: Response within 15 minutes, resolution within 4 hours.
· High-Priority Issues: Response within 60 minutes, resolution within 8 hours.
· Low-Priority Issues: Response within 8 business hours, resolution within 24-48 hours.
Step 4: Diagnosis and Resolution Path
· Root Cause Identification: We conduct a thorough analysis of the issue to determine the root cause.
· Corrective Action: If the issue requires hardware replacement, repair, or RMA (Return Merchandise Authorization), our team initiates the necessary steps for resolution.
· Path to Resolution: We provide a clear timeline and next steps for getting your systems operational again.
Step 5: Follow-Up and Continuous Improvement
· Post-Resolution Review: We assess the success of the fix and identify opportunities for further system optimization.
· Customer Satisfaction Survey: We value client feedback and use it to improve our services and processes.
Availability and Uptime
· 99.9% uptime for AV and video conferencing systems during business hours.
· Scheduled maintenance windows are pre-approved to minimize disruption.
Response and Resolution Timeframes
· Critical Issues: 15-minute response, 4-hour resolution.
· High-Priority Issues: 60-minute response, 8-hour resolution.
· Low-Priority Issues: 8-hour response, 24-48 hours resolution.
Mean Time to Repair (MTTR)
· Average time to repair or restore system functionality is 2-3 days.
· Faster resolution if the root cause does not require equipment replacement or onsite dispatch.
Customized SLAs Based on Your Needs
Our Service Level Agreements (SLAs) can be tailored based on your organization’s unique requirements. Examples include:
· 4-hour cycle to respond and troubleshoot, tracked with a ticketing system.
· 8-hour cycle to identify the root cause and determine the appropriate path to fix, replace, dispatch, or repair.
· 2-3 days to document any RMA or warranty shipping events.
· 1-2 days to plan and dispatch for on-site service (if applicable).
· 1 week to ship and deploy spare standby equipment.
· 2-3 weeks if a resolution requires a new replacement purchase and shipping.
Partnership and Value
Our clients trust us because we are more than just a service provider—we are partners who understand the unique challenges you face and work to deliver solutions that provide maximum value.
Innovation and Excellence
We constantly refine our processes and incorporate the latest advancements in technology to enhance the quality of service we provide.
Mean Time to Repair (MTTR)
· Average time to repair or restore system functionality is 2-3 days.
· Faster resolution if the root cause does not require equipment replacement or onsite dispatch.
