Akibia’s Approach to Mission-Critical Multivendor Support

24x7 Technical Support

All Akibia’s customers are backed by our 24x7 call center which provides telephone and online technical support for all hardware, operating system and systems management software issues. Our call center is staffed by experienced technical support engineers who are OEM and industry–certified in the server and storage hardware and software they support. Our call center staff does not use scripts or answering machines and the average time–to–answer a service call is under 19 seconds – expediting the problem diagnosis and resolution process.

Akibia’s Web–based portal, eSupport, allows clients to create service requests online and track the status of open cases in real–time. Our "Think Like a Customer" services philosophy and solution–oriented culture means we assume total accountability for isolating and resolving our clients’ technical issues as efficiently and effectively as possible.

Best-in-Class Field Engineering and Logistics Support

Akibia’s advanced logistics planning and parts inventory management expertise combined with our best–in–class field engineering team ensures that an experienced engineer arrives at the client site with the right parts to efficiently repair the customer’s system – ensuring minimal downtime.

Real-Time Hardware Failure Notification

Akibia offers Real-Time Hardware Failure Notification or "Call Home" capability on certain systems which provides clients with 24x7 monitoring of their environment. This secure and encrypted service enables all failure alert messages to be sent from the client’s monitored systems to Akibia’s 7x24 call center – accelerating the troubleshooting and remediation process, and lowering downtime.

The Akibia Difference

• Focus on Service – Founded as an independent services provider in 1988, Akibia’s cumulative knowledge, expertise, experience and best practices supporting mission-critical data centers enables us to deliver the highest quality of service and support.
• Cost-Effective Alternative – Akibia’s hallmark flexibility enables us to deliver cost–effective solutions that are tailored to the unique requirements of each client, combining On-site Support and Service Partner – Akibia’s Self–Maintenance Service, with customized SLAs. Akibia's goal is to enable clients to leverage their existing infrastructure by providing support for all the systems in their environment, including end-of-life systems.
• Customized Approach - Rather than offering pre-packaged plans, our customized approach, which includes customer–specific coverage options, response times, call flows, consigned parts, training and advanced diagnostics and monitoring, ensures clients only pay for the level of support they require and realize considerable cost savings.
• Customer-Centric Services Philosophy – Akibia’s service philosophy is premised on enabling and empowering our clients and delivering a solution that meets their needs. Everything we do at Akibia emphasizes providing exceptional service and an excellent customer experience. Our TLC² philosophy motivates every employee to always ‘Think Like a Customer,’ promoting Trust, Loyalty and Commitment.
• Our Data Center Expertise – Akibia’s deep technical knowledge across a wide range of server, storage, network and software platforms ensures we provide best–in–class support for our clients’ multivendor data center environments.
• Single Point of Contact - Akibia will support all our clients' infrastructure including their server, storage, network and security infrastructure, providing a single point of contact.
• Account Management, Reporting & Trend Analysis – An Akibia account team is committed to ensuring the highest levels of client satisfaction, providing SLA performance reports as well as overall systems performance and utilization reports and trend analysis.