Field Service Agreement extended until 2023
telent GmbH and Colt Technology Services have extended their partnership with a new Field Service Agreement (FSA) for an additional five years. Telent GmbH, a company of the euromicron Group, provides installation and 24/7 maintenance services based on agreed reaction times in Germany and in the CEE countries Poland, Czech Republic, Slovakia, Hungary and Romania as well as in Austria and the Netherlands.
Colt delivers agile, on-demand, high bandwidth, connectivity solutions across Europe, Asia and North America. Colt offers network and voice services for enterprise and wholesale customers, with the Colt IQ Network spanning more than 850 data centres and 27,500 on net buildings across the globe. Their main clients include companies with high requirements regarding infrastructure performance. The FSA covers installation and corrective maintenance services in the backbone, access network and Customer Premises Equipment (CPE) area.
The partnership started in 2007 when telent took over Colt’s field services department in Germany as part of a Business Process Outsourcing (BPO) deal. To deliver carrier-grade telecommunication services, Colt and telent have agreed on a sophisticated Service Level Agreement (SLA). To achieve these and execute service orders, telent established service points co-located in Colt offices, which sees a team of highly skilled telent ICT experts being dedicated to Colt’s business. Thanks to an advanced B2B workflow platform, customer tickets are being managed efficiently in common. The solution is flexible and therefore appropriate to adapt to changes in business processes and new requirements. It allows high transparency to Colt. All service assurance activities are centrally coordinated by telent’s SCC (Service Competence Center) department. Thus, telent supports Colt to achieve short service delivery times and high network quality with its countrywide presence and efficient B2B interface and processes.
By extending this partnership with telent, Colt has reduced the risk of changing provider and performance drop due to missing capacity or skill, at the same time achieving savings in OPEX. Together, telent and Colt optimised and established processes creating optimum efficiency and now have the proficiency to cover continental Europe with their service offer.
“We are proud to have even exceeded our SLA targets. We look forward to working closely with Colt for another five years. Colt is one of our first-tier customers and represents a significant share of our service business”, said Dieter Cuntz, Senior Account Manager at telent. “Thanks to eleven years of cooperation, telent has an in-depth understanding of Colt’s network, locations and technologies and is flexible to cope with non-standard projects and jobs. telent is a key partner for us to fulfil the promises of performance and reliability we made to our customers”, said Süleyman Karaman Managing Director for Colt Germany.