Broadband telecommunications services company RequestDSL has signed a $1.8 million support and maintenance contract for its network.
The three-year contract with Getronics Australia will expand in line with Request's anticipated 25 to 50 per cent business growth over the next 12 months.
Paul Logan, general manager of service operations at RequestDSL, said the telco required an IT services and support partner with national reach, since Request's national network coverage is provided from centralised points connected between Melbourne, Sydney, Brisbane, the Gold Coast, Adelaide and Perth.
Logan said Getronics is responsible for maintaining all Cisco equipment, routers and switches installed in Request's exchanges and points of aggregation in each capital city.
Request launched an upgraded service level agreement (SLA) based on a 99.9 per cent service level commitment. Also, to ensure that it can continuously deliver on these performance goals, stringent measures have been built into the SLA with Getronics.
"In choosing our maintenance partner, we considered Cisco themselves, Logical and VoIP, but chose Getronics because of their extensive Cisco product knowledge and breadth and depth of experience in enterprise network maintenance environments. They also offered a very competitive price for their services," Logan said.
On when he expects to see any return on investment for this partnership, Logan said maintenance is like an insurance policy, "you hope you never have to collect, but when you do, you want it fast and speedy".
"We believe we get a high level of assurance for a reasonable cost. It's a cost of doing business, but we expect the maintenance fee to return in customer satisfaction rather than money. The money comes from our customers because they are a lot more happy," Logan said.