NET currently provides nationwide, best-in-class service for data networking infrastructure, audio/video marketing and display equipment for a large discount retailer. Backed by 17 years of time and materials service ticketing, this work is accomplished in tandem with the ongoing installations that NET completes for the retailer’s paging, in-store music systems, point of sale terminals (POS) and more for their new store openings, rollouts, remodels and expansions.
The retailer uses CAT5e cabling and a series of fiber optic paths for connectivity; both of which the service contract specifies NET to service, replace and keep in operating condition. All work completed by NET must be verified to the complete satisfaction of site management and according to the retailer’s stringent guidelines that govern all structured cabling work performed at each store.
All store locations assigned to NET by the retailer’s headquarters are to be serviced with respect to CAT5e, CAT6 and fiber optic cabling for a flat monthly fee that was predetermined and agreed to by the retailer. NET monitors the retailer’s database and updates service tickets for all NET’s assigned business units within 60 minutes of the ticket being assigned to NET. All tickets must be resolved within the following guidelines or service level agreement (SLA).
- 4 hours to have a qualified technician onsite for CRITICAL requests
- 24 hours to have a qualified technician onsite for Priority 1 requests
- 48 hours to have a qualified technician onsite for Priority 2 or 3 requests
To date, NET has met this criteria, thanks to transparent reporting, timely communication and cost-effective resolutions to service needs.