BT Ignite Content Hosting Provides Tiered Service Offerings

📅 January 23, 2002 - BT Ignite Content Hosting (ignitecontenthosting.com) today announced a three-tiered suite of customer service initiatives that gobeyond standard service level agreements. The new suite, incorporatingPlatinum, Gold and Bronze Service Management, will provide customers withhigher levels of personal service, the company stated.

Stephen Crisp, VP customer relationships, BT Ignite said, "It is clear fromour own customer research that service is a key differentiator in choosing ahosting provider. We are committed to improving industry service standardsby providing customers with a superior service that recognises theirchanging business needs. This moves us beyond SLAs which, whilst important,tend to be rigid with their focus on technical requirements."
"We operate a unique and highly complex business and our needs go beyond thestandard SLA," said David Laurie, Chief executive, Brightview, a privatelyowned company aiming to provide fast access to the Internet, which has beentrialing Platinum Service Management. "Having a proactive and dedicatedservice manager who thoroughly understands both the complexities of ourbusiness and the hosting market is essential to the future growth of ourcompany. Our relationship with BT Ignite is so crucial to our businessoperation that we regard them as our most important strategic partner."
The highest tier of the suite, Platinum Management Service, will be providedto customers that require high-end, complex hosting solutions. It comprisesof a range of new support services including exclusive access to a dedicatedcustomer service manager who "owns" all service-related issues and who hasin-depth understanding of the customer's business drivers and key componentsof their platform. Comprehensive monthly service reviews, a customer definedscorecard and a service development plan ensure service is regularlyreviewed and tailored to the needs of the customer.
The middle tier in the suite, Gold Management Service, focuses on high-endbespoke solutions for high-end customers with less complex needs. Thisservice provides consistent support through a dedicated service managementteam, quarterly service reviews and detailed performance reports againstservice level agreements which consolidate the quarterly activity against anongoing review of the management of the customer's assets. The final tier inthe suite, Bronze Service Management, is currently being developed forcustomers that need less hands-on support.
Platinum, Gold and Bronze Service Management all feature money back servicelevel guarantees and are backed by 24x7 helpdesk support. From today thePlatinum and Gold services will be available to customers in the UK with theBronze service to be introduced in March 2002.