The Path to Operational Efficiency, Greater Visibility, and Faster Time to Resolution
IT maintenance support can be difficult and time consuming to manage—not to mention expensive. Many organisations fail to realise a comparable return on their investment. Triaging issues, especially in a multi-vendor environment, adds to the complexity.
Most importantly—IT downtime can have a severe financial impact.
of outages resulted in a Direct Revenue Loss
15% of outages cost
Source: Reports by IDC Worldwide & Uptime Institute
of outages led to Brand Reputation Damage
The Solution: IGXGlobal Enhanced Maintenance Support
IGXGlobal Enhanced Maintenance Support (EMS) is a seamless and simplified alternative to standard manufacturer support. A true win-win, for the same price you pay for standard manufacturer support you’ll benefit from added perks of personalised and dedicated service, greater visibility and proactive AI analytics, and lower risk. Our offering is certified and backed by our leading partners, with fast escalation to their Level 3 experts when complex issues arise requiring their support.
Flexible Options, Your Choice
IGXGlobal EMS has two convenient options for 24x7x365 support to best fit your environment and needs. Our service is delivered by hundreds cross-trained engineers holding advanced certifications and anchored by our unique methodology:
IGXGlobal EMS Standard
- Proprietary toolset with proactive alerts and insights
- Customer Success Professional
- Seamless escalation to manufacturer Tier 3 support (when needed)
IGXGlobal EMS Premium
- Multi-vendor, architectural support in Cisco environments
- Co-Delivered model with Cisco, Smart-Bonded ticketing system for joint visibility
- Proprietary toolset with proactive alerts and insights
- Customer Success Professional
- Seamless escalation to Cisco Tier 3 architectural specialists for complex issue resolution (when needed)
The IGXGlobal Difference
Expertise – IGXGlobal EMS leverages highly-skilled delivery and customer experience professionals with deep technical knowledge and proven support experience. Included with the offer is an assigned Customer Success Professional dedicated to understanding your environment, escalating and expediting issues, and delivering ticketing insights through business reviews (also provides Cisco Enterprise Agreement Software Adoption, Activation, and Telemetry support with EMS Premium).
Dynamic Service Orchestration – Embedded instrumentation delivers real-time insight, run book automation, and predictive foresight, resulting in agile decision making for continuous support and optimisation with our partners and third-party vendors.
AI Reporting & Analytics – Advanced toolsets and knowledge databases across heterogeneous platforms provide actionable insights to accelerate problem resolution and proactively mitigate potential issues. This includes the IGXGlobal Propriety Executive Dashboard, a multi-vendor platform that delivers proactive visibility into device health and availability, inventory install base and contract support timelines, end-of-life/end-of-support alerts, and security/field notices via manufacturer best practices.
Proof Points
- Independently-certified company expertise including Cisco Managed Services Master Certification and SSAE 18 Type II
- CRN Managed Services Provider 500 & Tech Elite 150 (2018-2026)
- Escalation rate of <5% to manufacturer Tier 3 engineers
Annual customer retention
CSAT score
Overall customer satisfaction (CSAT) score
We recently surveyed 300+ customers globally to gather their feedback on how we are performing as their technology partner. We were delighted with the positive responses—using it to find ways to further improve our service and elevate their customer experience.
CSAT score
Overall customer satisfaction (CSAT) score
We recently surveyed 300+ customers globally to gather their feedback on how we are performing as their technology partner. We were delighted with the positive responses—using it to find ways to further improve our service and elevate their customer experience. Read the full survey findings.
Outcomes You Can Expect
Any IT department knows that maintenance isn’t just a question of fixing devices when they fail. IGXGlobal Enhanced Maintenance Support helps you stay one step ahead on operational issues and keeps your environment up and running for optimal efficiency.
You’ll benefit from:
- Improved Operational Efficiency: An assigned Customer Success Professional means one number to call, no more finger pointing or starting from scratch.
- Faster Time to Resolution: Leverage technical expertise of cross-functional engineers for reduced mean time to resolution with seamless escalation to level 3 manufacturer support for complex, highly-technical issues.
- Greater Visibility: The IGXGlobal proprietary Executive Dashboard provides proactive analytical insights and historical data as well as better insight to financially plan for future maintenance support renewals and required device refresh purchases.
- Reduced Risk: Achieve increased service level performance and lower your risk of downtime.
- Maximised Value: Enjoy a better customer experience and elevated level of service at no added cost as compared to your standard manufacturer support.
Put your organisation on the path to operational efficiency, greater visibility, and faster time to resolution with IGXGlobal EMS. Complete the fields below and a member of our team will be in contact with you shortly.
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