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Network Build Support – UK’s largest alternative provider of wholesale fibre network infrastructure

“Indigo-Belcom is an integral part of our support organisation, delivering a high quality 24×7 Remote
Fault Management Service and providing excellent standards in on-site support.”

Background
Our customer is the UK’s builder of Gigabit Cities and the national alternative provider of wholesale fibre network infrastructure. It has major Metro duct and fibre footprints in 42 cities across the UK and a national long distance network that connects these cities to major data-centres across the UK and to key peering points in London. The company has an extensive customer base spanning service integrators, enterprise and consumer service providers and mobile operators. Providing a portfolio of active and dark fibre services, their networks address 28,000 public sites, 7,800 mobile masts, 280,000 businesses and 4 million homes.

Our challenge
With a requirement to provide an outsourced service desk to support the aggressive network growth, our customer sought a national partner to front their Operational Support model. The requirement specifically required a partner that understood the 24×7 demands of a service provider, using the latest fault management systems backed up by a network of 24×7 engineers to assist with customer faults.

Our solution
Indigo-Belcom’s 24×7 support organisation were able to offer a comprehensive solution to the customer demands in providing a carrier class GSC and Incident Management service handling customer faults. With a fully manned 24x7x365 operation, Indigo’s multi-vendor trained GSC support engineers guarantee to diagnose and solve even the most complex of faults within committed response times and service levels.

Where required, Indigo-Belcom’s GSC staff not only manage the dispatch of the field service engineers, they also manage the escalation to second and third line support in addition to owning the repairs, logistics and spares management processes.

Value
Indigo-Belcom have demonstrated flexibility in developing a tailored support solution to allow our customer to provide carrier-class level support to its customers. Indigo-Belcom provide a professional “one-stop solution” for a key customer providing a single point of contact (SPOC) for all network support issues.
 
If you are interested in the advantages working with Indigo-Belcom can offer, please contact us.

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