Keltec is a leading IT infrastructure services company, helping its customers to address the issues they face in designing, implementing, managing and supporting IT infrastructures. A key component of Keltec’s multi-vendor hardware and software support services is how it manages legacy systems that are no longer covered by vendor warranties but remain critical to the organisation’s day to day activities.
Simon Pemberton, Sales & Marketing Director at Keltec, comments, “We deliver a single contract for our customers’ IT infrastructure through contract consolidation and a defined vendor management process. In the last few years we have increasingly found a need to bring in third parties to deliver services on the infrastructure that is no longer supported by the vendors, and that’s why we decided to start working with Maindec.”
Maindec was originally brought in to deliver a three month support contract on a DEC platform that the vendor was no longer interested in supporting. But that contract remains in place to this day and the two companies have worked in partnership ever since to an ever growing portfolio of customers.
Pemberton adds, “We class Maindec as a true engineering organisation. The skill sets they have in house are second to none in the market place and extend across a range of products and solutions. Maindec’s engineers will always go above and beyond to ensure customer issues are resolved in a timely and professional manner. And because of Maindec’s agility and flexibility, they are able to turn around quotes in a very short timeframe which is particularly important when we then need to present that quote back to our clients.”
Pemberton goes on to say, “The feedback we receive from our customers on Maindec’s services is very positive. The service level agreement (SLA) reporting that we carry out demonstrates that they consistently deliver against SLA requirements, and whenever there are any escalations in a case that is logged, they remain in close contact with the customer throughout and are able to close the case satisfactorily and with a minimum of fuss.”
Sam Ford, Account Manager at Maindec comments, “The partnership with Keltec is an extremely trusted one and very valuable to Maindec. There are a huge amount of similarities between the two companies in terms of size, ethos and heritage, which has served both companies well over the time we have worked together.”
Ford concludes, “But we don’t rest on our laurels, and have worked hard to keep ahead of the competition. Keltec rely on us to deliver best of breed services to their clients and we thrive on providing the best support possible.”
Andrew Beaumont, Sales Manager at Maindec, concludes, “All the resources Maindec relies on to deliver our service belong to Maindec. We deliver our service locally using our own engineering teams and we own our spares and don’t rely on third parties to bring spares to the site. Our SLA delivery is the best in the market because we manage our calls closely. Customers such as Keltec appreciate our commitment to service and the experience we deliver, which is reflected in our renewal rates. They particularly like the fact that the clock starts ticking as soon as they call us, and if we say we’ll have an engineer on site within eight hours to effect a fix, that’s what we deliver – a qualified engineer with the right tools and the right spares.”
Tags: BC/DR, Compliance, Deduplication, Disk/RAID/Tape/SSDs, Ethernet Storage, SAN/NAS, Tiered Storage, Virtualization