Service Delivery

NWIX builds and operates its network to suit its customers’ needs. As a specialist provider of high performance networking services NWIX is unquestionably committed to service. Our 24x7 Customer Management Centre (CMC) is always on hand to monitor and ensure issues are dealt with swiftly and efficiently when they arise.

To ensure the ongoing performance of our solutions following installation, our service management team operates according to strict processes and agreed SLAs. In defining the service for our customers we also agree service availability targets and commitments which cannot be changed without the agreement of both parties.

• Customers receive a detailed Operational Support Pack (OSP) which defines the standards and NWIX responsibilities to customers as well as areas where the customer is accountable
• The OSP becomes the basis for managing all change control processes with all changes being agreed by both parties
• The OSP outlines details of service fault reporting processes, issue management and escalation procedures
• Contacts within customer sites are agreed and documented so security is upheld at all times and site access and emergency processes are agreed as required
• Customers receive advance warnings of all scheduled maintenance and planned outages
• Once a fault is detected, or reported by a customer, NWIX initiates all necessary action and contacts  customers using the pre-defined methods
• NWIX calculates and reports availability for the customer’s network on a monthly basis. Report formats for service levels and technical performance are agreed on a per-customer basis