GLOBAL IT SUPPORT SERVICES

Supporting your infrastructure, your applications and your people around the globe

Optimise your IT setup to unlock sustainable business advantages

For global organisations, maintaining the communications infrastructure is critical. Unfortunately, it’s also a complex undertaking. Companies face an array of communications technologies, spanning numerous sites, all delivered and supported by multiple vendors. The result is a huge headache for internal IT – a challenge our Avaya IT support network can help you manage.

 

At Aura Alliance, we help global organisations maintain complex communications solutions. We provide expert guidance – from design through to deployment – to ensure our bespoke global IT support solutions are effective and efficient. From unified communications and contact centres to voice and collaboration applications, our expertise spans a wide range of technologies.

WE ADAPT TO YOUR UNIQUE IT SETUP

Just like your business, your IT setup is unique. We will design and deploy a global IT support model that keeps your communications up and running effectively.

ALWAYS AVAILABLE, ALWAYS RELIABLE IT

Improve the performance and reliability of your IT operations, resulting in higher service levels and the accelerated implementation of technology solutions.

YOUR COMMUNICATION IN SAFE HANDS

Whether your communications systems are situated on-site, in the cloud or a combination of the two, we can ensure they continue to run smoothly.

WHAT WE OFFER

24/7 Service Desk

Our flexible and reliable 24/7 Support Desk is equipped with a toll-free number (local or regional) for all operational support. From Tier 1 Incident Management Single Point of Contact (SPOC) to Tier 2 Specialised Support and Tier 3/4 Escalation Group.

Feet on the Street – On Site Support

Ensure your global IT is fully supported and managed centrally. With local resources on hand to provide on-site assistance, all operating in line with your SLAs, you’ll get rapid support when you need it most.

Problem Management

We manage the lifecycle of all problems to help prevent further complications, and eliminate recurring incidents. As a result of our problem management procedures, we’re able to minimise the impact on the business.

Vendor Management

Need help managing multi-vendors? Aura Alliance will manage your vendors and service providers globally, providing coordination and ownership of incident resolutions. We can also consolidate vendor contracts and SLAs globally.

Change Management & MACs

We can provide a Change Manager to help align your change process on a global scale. We also provide MACs to help resolve specific situations in your communications environment.

Bespoke Global Support

Whether you require a centralised or regional support desk, our service support can be tailored to suit your needs, including the different languages and skills per country and site.

OPERATIONS CENTRE

The heart of our global support service

ADVANCED IT SUPPORT

From first fix to resolution of complex, business-critical incidents and escalation, help is just a phone call away. We can provide you with the exact level of support that your business needs.

FLEXIBLE AND ALWAYS AVAILABLE

We can provide you with a complete Support Desk solution, from ticketing to problem management and escalation. You can choose to have it centralised or regional to suit local languages or skills.

EFFECTIVE MANAGEMENT

Benefit from our ITIL, ITSM and ISO best practices and a team with vast technical expertise whenever you need us.
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Achieved SLA for T1/T2
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Remote Resolution
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In-house Resolution

GET IN TOUCH

If you’re searching for a seamless global support with broad capabilities, we can help. Contact us today.