IPnett have a Nordic support organisation of 50 specialists to help resolve issues to any customer in the Nordic countries. The organisation is distributed over Denmark, Norway and Sweden and there is always someone on duty in any of the covered countries as well as within any competence areas. The competence areas are currently defined as Infrastructure, Security, Application (voice) and Management.
All engineers have extensive experience within design, implementation and support of complex networks, security and telephony solutions.
The support organisation have two main functions, the Service Desk and the TAC.
The Service Desk receives all requests for support. The function is manned by the TAC 1 team why the person responding will be skilled in one of the competence areas. The person will collect the necessary information a route the issue to the correct competence team, which might be himself.
The TAC is a team of specialist within a specific competence area. The TAC is responsible to resolve the customer issue and will be responsible for all communication with the customer. The TAC will also escalate issues to the supplier and initiate hardware replacement and/or repair.
For on-site technical resources and for managing spare depots and distribution of spares IPnett is using a sub-contractor. The sub-contractor for on-site engineer is used for simpler tasks such as to replace or install parts on IPnett request but always with support from IPnett expertise. Configuration is in such a case done remotely by an IPnett engineer. For more complex tasks IPnett will use its own personal.
