Infrastructure support, anywhere in the world.

70+ regional stock locations. 180+ countries covered. Local engineers on every continent. When your infrastructure fails, we are already there — not managed remotely from a central office, but delivered by in-country, in-language field engineers with certified expertise across every major OEM platform.

How service delivery works

• Enterprise SLA Management — flexible, customer-specific SLA models across parts dispatch, field response, and escalation, configured to match your operational requirements. 95% SLA achievement across our global delivery footprint.
• Parts before the crisis — 100K+ inventory parts pre-positioned across 70+ regional stock locations eliminate the logistics delay that turns a 4-hour fix into a 4-day outage.
• One partner, one contract, every country — instead of managing dozens of regional vendors, enterprise customers consolidate IT infrastructure support under a single global agreement with consistent SLAs, unified reporting, and one escalation path.
• Compliance ready — local regulations, customs clearance, and in-country data-residency requirements are fully managed on your behalf.
• 24×7 Operations Center — no time-zone gaps, with 760+ certified field engineers on call worldwide.

Field Engineering Network — Certified engineers. Every timezone.

• OEM-certified across HPE, Dell, Cisco, IBM, Sun/Oracle, and 40+ vendors.
• In-country engineers — no reliance on contractors or remote management.
• Local language support in 40+ languages for in-person troubleshooting.
• Three-tier escalation with defined response-time SLAs: L1 remote diagnosis and resolution within 1 hour, L2 certified field engineer dispatched on-site within 4 hours, L3 expert/OEM-liaison escalation engaged within 8 hours for critical infrastructure failures.
• Secure site access credentials and compliance clearance in regulated industries.

Regional footprint

• Europe — Derby, Dublin, Frankfurt, Warsaw, Vienna, Budapest, Rome, Madrid, and Denmark, spanning Western and Central Europe.
• Middle East & Africa — Riyadh and Dubai for the Gulf, plus 9 African cities from Casablanca to Port Louis.
• Asia-Pacific — Tokyo, Bangkok, Manila, Colombo, Kuala Lumpur, Singapore, and Jakarta, spanning 9 countries across the region.
• Australia — 4 stock locations in Sydney, Melbourne, Perth, and Adelaide, with 20 field engineers across Sydney, Melbourne, Brisbane, Perth, Adelaide, and Canberra.

Common Questions

How does the L1-L3 escalation model actually work in practice?

L1 remote diagnosis targets resolution within 1 hour for the majority of hardware incidents. If a fix requires a physical part or advanced diagnostics, the ticket escalates to L2 (certified field engineer dispatched within 4 hours) automatically — the resolution type triggers escalation, not a manual decision. L3 expert/OEM-liaison escalation (within 8 hours) is reserved for genuinely novel failures L1 and L2 can't resolve with existing playbooks and stock.

Are the response-time SLAs the same in every country, or do they vary by region?

The L1/L2/L3 hour targets are the global standard, achievable because engineers and spare parts are pre-positioned close to customer sites across 70+ regional stock locations rather than dispatched from a central hub. Genuinely remote locations outside the existing regional footprint are scoped individually during contract setup.

What happens if the required spare part isn't in stock at the nearest location?

Concurrent dispatch means the nearest qualified engineer and the nearest Regional Stock Location holding the required part are both engaged the moment an incident is raised, in parallel with diagnosis. With 100K+ inventory parts pre-positioned across the network, this is the exception rather than the rule; where it does occur, the SLA clock and escalation path account for it rather than silently extending resolution time.

Is the 24×7 Operations Center staffed globally, or only during specific hours per region?

Globally, continuously — the Response Centre network is positioned so regional coverage overlaps across time zones, with structured shift handover that carries incident context forward rather than restarting the diagnosis when a ticket crosses a shift boundary.

How is service delivery performance reported back to the customer?

Through a dedicated service manager and regular reporting cadence covering SLA performance, asset health, and open tickets — the same model used across our enterprise engagements, giving IT leadership visibility per site rather than a single aggregate number.