Support

BIOS offers customers a range of support services to match your business needs. We have offerings from remote telephone and dial-in support, to full 24/7 managed service and most things in-between.

BIOS recommend BIOS Support providing a "single point of contact" to the CUSTOMER. The experience BIOS experience with dealing with major Vendors such as VMware, NetApp, Cisco, HP and Microsoft for example allow BIOS to bypass many of the issues faced by Customers and expedite resolution with the vendor, sometimes outside of Standard Channels due to the relationships we hold.

All customers receive a pre-defined target response SLA and we utilise incident management practices as guided by ITIL. Incident Management is focused on restoring the service availability by handling incidents occurring in the infrastructure, and/or reported by users. This process seeks to minimise disruption to the end user; it manages the day-to-day support interface between end users and service providers. Call management and efficient first-level support are encompassed in this process.

BIOS Support is independently audited at the request of Cisco each year to ensure the defined process is followed and Customer satisfaction is maintained.