On the 26th July, 2016, Brocent help desk received the emergent service request to break-fix for one critical IBM servers in Beijing suburban area. Before technical departs to the site, the service expert made the analysis of the incident, and identified several resolutions and prepared some parts (Spare Servers, Motherboard and PSU).
This server is critical for client which provisioning service for production department. Hardware failure will stop the production and definitely cause production loss.
Help Desk Response Time: 7:24 A.M, 26th, July
Onsite team response Time: 7:55 A.M, 26th, July
Parts &Resolution Preparation till: 8:30 A.M, 26th, July
FE presents onsite till: 9:30 A.M, 26th ,July
First onsite feedback: 10:00 A.M, 26th, July
First time of resolution: 10:20 A.M, 26th, July.
Congratulation to the team. Your expertise wins time for client's production, and wins the respect of your quality service. BRAVO!!
