14 June 2018
GÉANT is boosting the performance and availability of its pan-European data network for the research and education community with the help of Intercity Technology.
The two companies have been working together since 2014 and have recently renewed their contract.
This will see the enterprise communications and IT specialist offering a round-the-clock service desk from its Intercity Secure Operations Centre (ISOC) in Bolton for a further four years.
Intercity Technology will continue to run GÉANT’s round the clock first-line network support services by handling customer problems, troubleshooting problems, generating tickets and escalating issues where needed.
It says this will ensure the smooth running of GÉANT’s 12,000km of network cabling across Europe, as well as freeing up resources for its team to focus on other complex customer queries.
There is now potential for GÉANT to extend its current contract with Intercity to cover its first-line support for the eduroam service, a global Wi-Fi roaming service for research and academic community.
Intercity says its ISOC has the potential to take on the first-line tier for the eduroam core infrastructure.
Tony Barber, head of GÉANT’s head of operations centre, says: “We can be quite demanding when it comes to our SLAs, but Intercity has proven its ability to meet this demand and has adapted to the needs of our customers.
“Through open and honest communication, monthly evaluation and reporting, and a robust transparent quality management system we have created a trusting and collaborative working environment between our two tiers, and a genuine partnership between our two organisations.”