Core2Africa offers a multitude of Network Maintenance & Support Services under the Core2Care brand.
Core2Care Packages:
Core2Africa provides additional support services, complementary to normal OEM support services:
- Core2Care Reactive
- Core2Care Enhanced
- Core2Care Proactive
- Core2Care Optimised
<Each Core2Care package builds on the previous one>
Core2Care Reactive
- Provide Initial Response
- Provide Workarounds
- Remote Support
- Software Releases
- OEM TAC Case Management
- Extended Warranty
- Online Case Management
- Return Manufacturer Authorization (RMA)
- Provide 24x7x365 Remote assistance
Core2Care Enhanced
All Core2Care Reactive +
- Application of workarounds
- Software Upgrade Support
- Validation of Network Changes
- Quarterly Remote SLA Reviews
- Validate System Backups and Restores
- Configuration Management Support
Core2Care Proactive
All Core2Care Enhanced +
- Onsite Support (Case Dependent)
- Proactive health checks
- Risk analysis and Mitigation Recommendations
- Preventative maintenance
- Implementation of software releases (incl. creation and delivery of MOP’s)
- Testing MOP in C2A LAB
- Follow Customers change control
- Analyse Captures/Traces
- Quarterly Onsite SLA Reviews (Country Dependent)
Core2Care Optimised
- Optimised or tailored support contract according to customer-specific requirements
- Requires definition workshop and scoping to fully understand requirements.
Bolt-On Services Available:
Each of the below options are selectable as a bolt-on to a Core2Care contract
Enhanced Sparing
- Sparing – according to clients requirements
Professional Services
- Professional Consulting Hours
- Day-to-day system enhancements/configuration changes
Knowledge Transfer
- Knowledge transfer to customers team members
- Aimed to supplement formal training and focusses on customer-specific aspects of implementation
Network Baseline Updates
- Network documentation or as-built diagrams and documentation kept up-to-date
- Validating documentation is correct
