Support Services
Sigma Wireless have been providing the Irish and international markets with Mission Critical Communications systems and the associated engineering support for 30 years. We have a proven ability to deliver and support critical communications systems and continually deliver on KPI obligations, and more importantly, our customer requirements.
Our customers demand, and we deliver the highest standards of support and maintenance services. We achieve this by having engineers placed strategically throughout the country and on call after hours to meet and exceed our SLA obligations.
We have strategically placed engineers throughout the country, which, uniquely allows us to meet strict SLA obligations (E.g. 4 Hr on site repair nationwide 24/7/365)
Services include:
Customer Tailored Service Level Agreements
On Call Engineers 24x7x365
System Repair within Agreed Timeframes
Telephone Support
Remote Call Logging and Ticketing
Product Repairs
Terminal Provisioning and Engraving
International Support is provided remotely via, telephone and remote dial-in and is available 24/7/365. On-site international support is available in emergency and planned instances as required. To date, we have delivered and support systems in over 20 countries, such as Denmark, Sweden, Botswana, Central African Republic, Sudan, Sierra Leone to name just a few. The map below shows a graphical representation of where Sigma Wireless have delivered and maintain communications systems.
SLA Support Model The Sigma Wireless ITSM, ISO20000 service support model provides our customers with the highest level of on-site and remote support to meet and exceed our customer requirements. Support is available 24/7/365 provided by Sigma Wireless’s first line skilled engineers.
Functional escalation to equipment manufactures and Hierarchal escalation to senior management is built into all our SLA packages and ensures that escalation paths are always available to support our field engineering teams.
Warranty is typically offered for 12 months from acceptance, however further warranty and support periods are available and can be discussed on a per case basis.
SLA Service Offerings While we are flexible in devising support packages that specifically meets our customer needs, we do offer standard offerings of service packages and will is almost all cases suite the customer requirements. Outlined below is a summary of packages available as standard offerings to all our customers: Our Bronze package is the most basic package available, with our Platinum package the most comprehensive.
