Our broad range of services
Broadreach provides a comprehensive suite of service products and strategies.
Vendor Support Services
Broadreach operates as the single point of contact for all service related matters. It can act as vendor manager to ensure appropriate and timely management of any matters affecting its customers’ environments and will deliver appropriate reporting to support the service.
Areas typically covered by a vendor support service include:
- RMA management – ensuring that equipment is identified as needing replaced under warranty or service packages to meet with relevant service level expectations.
- Remote or onsite configuration of equipment and installation of replacement equipment where necessary.
- Liaison with other service providers to ensure delivery to agreed service levels and reporting as agreed.
- Testing in the lab of firmware upgrades or identified fixes prior to making recommendations to customers.
- Providing customers with up to date knowledge about matters affecting equipment, such as vulnerabilities, and working with the vendor to ensure workarounds/fixes are made available.
