Client SLA Performance

Maximising your network availability

CCT specialises in maximising the availability and dependability of business-critical IT and Telecoms infrastructure.

We give our clients the confidence they need to concentrate all their energies on the best quality service to their customers, without being distracted by time consuming and potentially costly operational issues. To achieve this, we offer a full range of support services, from access to the technical expertise on our responsive service desk, to 24/7/365 monitored and managed services.

The majority of our clients have specific Service Level Agreements around fault fix times. As a snapshot of our performance against these SLA's, over a 12 month period to March 2010, CCT has achieved a 100% adherence against all customer SLA's.

While that consistency is to be expected from a contracted agreement, consider also that during that time, CCT grew the value of our contracted service base by more than 30%.

ITIL Best Practice

CCT uses best practice 'sense and respond' operational procedures goverened by ITIL-qualified staff, adapting the ITIL processes and procedures to ensure we put the needs of our clients first. These policies ensure a structured approach to fault detection and management, fix and root cause analysis. They also deliver a continuous cycle of improvement that ultimately delivers increasingly improved response times and fewer incidents.

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CCT Alert

The real-time, proactive monitoring of networks can deliver fault prevention, reducing the need for fault correction. CCT has developed tools to maximise system performance and availability.

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Proven Service Quality

We are proud to hold BS EN ISO 9001:2000 certification. The certification process involves a fully independent bi-annual audit, so you can be sure of the quality of our service offering.