All these resources are managed by well-designed escalation processes supported by parts logistic handling processes to meet the SLAs for the customers and on-site support engineering despatching processes, that leads to incident closing with customer satisfaction and agreement.
IR (Instant Response)
Technical Support and Advanced Solutions
IR is a provider of a continuum of innovative, support services that create a competitive advantage and exceptional profitability for our customers, focusing on High Availability Solutions and Services.
Instant Response delivers Robust support and regional customer care by well trained, certified and industry experienced engineers. Consistent, high service quality through common processes, tools, systems, measurements and organization; monitor the service delivery by customer services management, Remote support management tools, and On-site best practices. Instant Response have the infrastructure and resources that support scalable services solutions including basic maintenance, high availability services and complete managed solutions carried out via teamwork efforts between account support management, performance management, business value measurements and customer support planning.
Based on Juniper Networks deeper understanding of the particular needs of the customers in the region, Juniper decided to establish a PTAC (Primary TAC, L1 / L2) team in Jordan. To accelerate this deliverable, Juniper Networks signed an outsource partner agreement with Instant Response. Juniper Networks consider Instant Response as an ideal partner because we understand the challenges of providing the right level of support services in Arabic speaking countries to include language support, and local time-zone support.
Instant Response as a Juniper Networks Regional Support Provider will be providing Juniper customers with Level 1 and Level 2 support (PTAC) services in order to meet the coverage needs and provide the required business level support to the Juniper customer base. Instant Response understands the need to ensure highest quality post-sales support for Juniper customers, and will complement Juniper service and support capabilities. Instant Response team will focus on customers in the META region, and will be part of the EMEA JTAC support ecosystem, and will support cases from across the region.
Instant Response Customer Care has one seamless process driven operation that provides:
Remote Services functions
Call handling, problem resolution, resources coordination, knowledge creation and proactive network management.
On-Site Services functions
On-site problem resolution preventive maintenance, asset management, user training, installation, implementation, modification, project management and specialized services.
Parts Logistics functions
Demand planning and forecasting, integrated parts management, and outsource services.
Instant Response focused on building a successful remote support services call flow integrated delivery model by creating bidirectional high-way bus between its three major pools of resources:
Customer Center Agents
Who take care of call acceptance and ownership until resolution, capture customer information entitlement verification, and capture description of problem/question.
Built on extensive database of proven solutions.
Technical Support Experts
To respond to escalations, isolate and resolve problems that require deep knowledge, create and maintain knowledge base of proven solutions, maintain high level of expertise, and maintain problem recreation/replication lab.