When you speak to any Savvis customer, one of the first things mentioned is the level of customer support we provide and how our staff behaves as an extension of their team. We go above and beyond to help our customers, whether they're a large enterprise or companies just getting started.
Our support model is designed to build a relationship with you. We’re there for you from day one, for as long as it takes to get the job done – and then even after that. Since we approach our customer relationships the same way that we do our service model — built on a foundation of adaptability, scalability, and expertise — you can rest assured knowing you have some of the most talented and accommodating people in the industry to back you up.
In addition, we’ll provide you with our SavvisStation online portal to give you detailed insight into the performance of your infrastructure, as well as significant self-help capabilities. You can even place orders for new services to quickly scale your infrastructure – for your rapidly evolving business needs. SavvisStation provides instant online access giving you more control and reducing the need for you to call customer support for many of your day-to-day needs.
Peruse the tabs below to learn more about the processes we’ll go through together to continually monitor, assist, and improve your suite of IT infrastructure solutions. We focus 100% on IT infrastructure so that you can focus on what’s really important — improving your business.
Your Savvis Account Team.
Through business assessment, you’ll meet your Savvis account team, a tailored task force of business and technical advisors. The team, which is assembled based on reviews of your business objectives, priorities and current IT architecture, will work with you to recommend an optimal mix of solutions to fulfill your business needs. Since our infrastructure model allows for ultimate flexibility, we can leverage any of your current assets to develop a solution that combines our collective infrastructure components, or leverage a completely new infrastructure. Whatever your need, you can rest assured we’ll find an efficient infrastructure model to support your business objectives.
After your business assessment, solution engineers begin designing an infrastructure road map, specifically built to scale and evolve with your business. Simply provide performance requirements for the different infrastructure solutions you require, and we’ll do the rest.
We’ll start by determining which portions of your solution are better fulfilled by Savvis-owned assets, and which you should retain until a technology refresh is due. Whether the decision is to utilize your assets, Savvis’ assets, or a hybrid, we’ll implement various levels of management capabilities.
Savvis Transformation Methodology (STM)
We understand that migrating from your current infrastructure model can be a daunting task. You want to remain in control and ensure a transparent migration. For this reason, we developed the Savvis Transformation Methodology (STM). To ensure the most seamless transformation from your current model to a new optimized model, we gather a team of professionals with years of experience to plan and execute the transformation with your business’s stability as the main priority.
Our implementation process is focused on timing and minimizing excess costs. Since the delivery date of your new infrastructure solution can have significant impact on your IT budget, we try to help minimize cost overlap by staying true to our delivery date commitment and ensuring the phases that make up your solution’s foundation are the first to begin. This process methodology enables us to adopt a “ready when you are” approach for delivery.
Service Desk
Our Service Desk is made up of your Incident and Change Management “pit crew” that ensures you maintain your lead on the competition. They minimize interruption when incidents or changes occur so that your can remain focused on your business. The major component of the Service Desk involves helping you identify a protocol to follow when such events occur. Your prearranged set of rules can involve everything from determining who we engage during the resolution process, to the steps of the technical solution – even how we communicate with your organization. This protocol is attached in a step-by-step text format to the actual events that arrive in our technician’s browsers. Due to the collaborative nature of our business, if there are any questions about steps concerning applications you manage, we immediately launch a conference call to discuss resolutions making your business success the top priority for our team.
Change Management
Successful change is paramount to ensuring your infrastructure does not inhibit your business evolution or affect any of your customers as you scale your IT applications.
We have a near-perfect customer change success rate for a reason. Every day, Service Desk Management leads our Change Advisory Board to ensure customer change windows are planned, coordinated for success, and executed on schedule by our service engineers. Each successful execution of infrastructure change allows your business to reach its performance targets quicker and more efficiently.