In-country support center

Iniks provides a set of services to deliver a professional and thorough tier one in-country support center.

Iniks engineers are either based at the customer Network Management Center or in Iniks facility. This is typically an ongoing Service which aim is to maintain the integrity and "grade of service" of the covered equipments.

In Q4 2009, an Iniks customer based in Nigeria, was looking for a solution to support its equipments installed in a country with various geopolitical and security challenges.

The selected solution had to provide the final customer with dedicated trained and accredited Maintenance & Support team.

The equipments supported 24/7 in Lagos and Abuja, were used in Signaling, Monitoring and Messaging environment running on both proprietary and open platforms.

Our team was responsible for:

  • Carrying out routine maintenance procedures on a pre-defined schedule
  • Opening, managing, closing customer trouble tickets and RMAs
  • Troubleshooting product hardware, firmware and software
  • Providing advanced network protocol troubleshooting assistance
  • Escalating problems which cannot be resolved to next support level
  • Periodically verifying remote access used to remote support and spare management
  • Building weekly status reports and attending on-site ORM
  • Technical assistance on site or/and from remote during out- of-hours
  • Supporting deployment projects

Iniks is a creative open-minded company that is able to bring ingenious solution in all circumstances. We focus on our professional skills to maximize our efficiency and workaround any technical barrier.

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Testimonials

  • "We have been very impressed with Iniks ability to support us in such a complex country and deliver such a good service in this challenging environment"
  • - a regional Sr. Support Manager
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