 Best-to-SupportServices
CNS has the most complete and impressive services portfolio in the Middle East. With a team of over 250 filed, help desk and site based staff we cover the reactive and proactive support of your complete or selected ICT systems throughout their lifespan. With over 500 CNS customers you know you are in the right hands. We deliver Advisory, Professional, Support and Managed services across all products that CNS is a partner for. Our solution centers are located in Abu Dhabi and we have satellite offices in various locations within the UAE. Wherever you are whenever you need us we are available, 24x7. 
All ICT solutions need proactive and reactive support. Equipment fails, technical upgrades are required, feature enhancements need to be added, users need support, locations move, applications become more critical. You will also redeploy and relocate your systems and eventually retire them. This puts even more tasks on your in-house ICT team. You must mange the total cost of ownership of which services can be >125% of the capital investment based on a typical 4 year lifespan. 
  We operate under ISO9001-2008 as the core quality system and operate using ITIL v3 standards for ITSCM. Our solution centers are located in Abu Dhabi and we have satellite offices in various locations within the UAE. Our staff hold the required technical accreditations and more. The CNS Technical Academy ensures that staff are regularly updated on technical and non technical requirements to perform their roles successfully.   CNS uses leading ICT monitoring and management tools from HP, Axios and Kaseya. These tools enable local and remote management of your ICT infrastructure from lights out data centers to remote branches to head office locations. This enables CNS to know when there are problems before they become critical, implement proactive changes to prevent issues, limit user access, diagnose problems remotely, and much more.    CNS offers Service Level Objectives (SLO) and Service Level Agreements (SLA) to define the relationships and service responsibilities between CNS and the customer. An SLO is standard with Advantage!CNS i.e. response times, etc but an SLA is additional as it enhances the service.  CNS is able to offer a SLA to all customers who qualify
Why a SLA? Key requirement for HA solutions Drives processes improvement Reinforces CNSÂ and customers commitment to service improvement Enhances effectiveness and creates a measure of service performance
SLA key considerations Metrics must be well defined, measurable and achievable Must fit into overall service plan and have reasonable limits A SLA is offered only when CNS can meet delivery commitments Areas of improvement can be identified and a willingness to execute exists from both parties
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