REACT^® problem investigation & diagnosis

The Challenge

A recurring problem can be difficult to diagnose, particularly when it may not be clear which technology is to blame, and so it bounces from team to team - or from team to supplier and back again. What's needed is an impartial expert to identify the Root Cause of the problem so that the correct team can be engaged to solve it.

The Service

Our Problem Analysts can be on-site within hours with tools and skills to work with your people to:

• Structure the problem diagnosis work around our RPR method
• Gather high quality diagnostic data in difficult situations
• Analyse the data and identify the Root Cause
• Annotate the diagnostic data ready for your specialists and suppliers
• Communicate across your specialist disciplines

To demonstrate our commitment, we won't submit our invoice before we find the Root Cause of the problem^*.

^* - Subject to our standard REACT Terms & Conditions.
 

Optionally, we can take full ownership of the problem in which case we will also:

• Research a possible fix
• Report bugs and exceptions to your suppliers
• Liaise with your suppliers and escalate as necessary
• Identify or obtain a fix
• Coordinate the application of the fix with your technical support teams and CCRM function

Any advice we give is totally impartial.

Benefits

• Dramatically cuts IT downtime
• Avoids wasted IT spend
• Increases user satisfaction
• Puts you in control of the problem
• Minimises delay in IT project delivery
• Reduces the pressure on the support staff
• Helps IT staff achieve personal performance KPIs