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A.R.T. Large Scale Projects
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| Each of the following components have proved to be an integral part of the successful management and deployment of maintenance and support services for any large scale project (LSP) rollout. | |||||||||||||||||
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| 24/7 365 Technical Support Immediate access to knowledgeable repair and troubleshooting professionals for end-user problem solving to ensure maximum equipment up time. All A.R.T. employees are required to have extensive knowledge regarding the equipment used in the LSP and are available via phone/pager/email 24/7. Program Incident Response Processes and Actions A.R.T. is responsible for the methodology and processes to allow end-users immediate service while working in conjunction with their program managers and event supervisors. This includes receiving incident calls, processing repairs, contact management, hot-swap equipment replacements, and program reporting. Hardware Maintenance and Repair Onsite and/or off-site service and repair of program equipment (as needed). Most equipment repairs are completed in-house to reduce downtime and repair costs. Only those repairs that cannot be completed in-house are sent out to the manufacturer (or preferred service center). The A.R.T. in-house repairs are responsible for increasing uptime in 2002, over 85 percent from previous years when service programs are in place. Includes hot-swap replacements as necessary for all end-users and ancillary equipment shipments (as needed). Secure Extranet for Incident Tracking & Management Service request tracking and reporting to all project participants (as needed or requested). Communication & Contact Management Periodic and --as needed-- communications to event managers (and/or field reps) regarding notices, trends, procedures, and/or status updates regarding use of the project equipment. Includes organizing and regular updating of all contact information for program participants to ensure timely and informative contact access. Service includes tracking receipt of communication and certification of program changes Warranty Management A.R.T. works with the manufacturer(s) of the preferred hardware utilized in the LSP to ensure off-site repairs are submitted via warranty processes to reduce or eliminate repair costs (when available). Distribution and Handling A.R.T. is responsible for the safe handling, distribution, and tracking of all hardware components to end-users, off-site repair professionals, authorized project participants, and managers. When required, this includes all steps necessary to replace lost or stolen DVDs (if utilized) via FedEx overnight services (per our contract, all shipping expenses are reimbursable and billed monthly or quarterly, as needed). Inventory Tracking and Storage As a component of the service offering, A.R.T. holds all unused LSP equipment in-house for hot-swap emergencies and program down time (as needed). This includes securing proper environmental storage conditions, tracking, and insurance. Expert/Domain Program Knowledge A.R.T. has been servicing end-users with equipment and usage problems for LSPs since 1999. We have extensive experience in the promotional marketing industry and have created systems that capture, track, and distribute solutions for the LSP. |
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