MSP Today Expert Feature
February 21, 2013

Spanlink Communications Unveils New Support and Managed Services Offering, OnGuard

Spanlink Communications provides Cisco (News - Alert) Collaboration and Contact Center solutions, giving companies the tools they need to maximize the full capabilities of virtual unified communications networks for evolving businesses.

The right advice with more than two and a half decades of experience gives Spanlink (News - Alert) the knowledge to integrate, manage and support in providing the technology and expertise to increase productivity, efficiency and customer satisfaction. The firm is a Master-certified Cisco partner for mid-size and large enterprises.

The unveiling of OnGuard will increase Spanlink’s managed services offering for Cisco.

Spanlink created OnGuard especially to introduce proactive monitoring and maintenance of Cisco solutions, as well as applications from third-party vendors that can integrate with Cisco. These collaborations will result in contact center solutions for longer uptime with minimum risk.

Solutions OnGuard provides include:

  • Continuous Support – The Spanlink support addresses Level 1 severity issues within an hour of the call. As a single provider, engineers that answer the call stay with the customer until the problem is fixed.
  • Clear and timely communication – Keeping everyone in the chain line informed when there is an open ticket results in issues being addressed to completion. OnGuard has an automated system to keep all interested parties informed.
  • Prevention – While it is important to have great customer service, Spanlink goes one step further and has technology in place to catch errors before they cause downtime and outages – the only Cisco integrator offering this technology.
  • Optimization – Based on OnGuard’s recommendation, the system can be improved to manage capacity, plan ahead and make improvements.

The OnGuard managed services solution comes at a base-level and at an a-la-carte level. The base level is Maintain, and is composed of products and services designed to work together so the customer’s communications solutions are always running. OnGuard can be used with other add-on options to create the needs of unique customers who have needs that might be beyond the scope of set constraints.

By combining Maintain and a la carte, it is possible to increase or lower IT personnel and operating expenses.

"OnGuard is a culmination of our technical expertise and acute understanding of the customer experience. We are fully invested in the success of our customers' Cisco solutions, and OnGuard helps us protect this investment. Less than one percent of Cisco partners have achieved the Cisco Master Service Provider Certification for cloud and managed services. This expertise, combined with the Spanlink Guarantee, provides our customers with unparalleled confidence in the support we provide," said Mark Langanki, Spanlink's executive vice president of engineering and operations.

Edited by Braden Becker