Case Study – Architectural Design Consultant Server Warranty Support

Case Study – Architectural Design Consultant Server Warranty Support

Over the course of the last six decades, this client has become the world’s leading design
consultant for the hospitality, leisure and entertainment industries. Having worked in 160
countries and territories across six continents, they have designed more great hotels and
resorts than any other firm on the planet. Many of their projects have become international
landmarks, renowned not only for their design and sense of place but also for their bottom-line
success.

This client is an international company, with projects all over the world. The IT department keeps
busy working on time sensitive projects with critical deadlines. A server going down is a major
interruption to their business. They cannot commit resources towards the long arduous
troubleshooting and diagnostics the manufacturer requires. To add insult to injury, the
manufacturer requires that an employee be in front of the equipment. This was
unpractical and frustrating. They sought out a company to manage their server support.
Coincidently, the IT manager had worked with TIGER for 5 years at a previous
employer and made the recommendation to give TIGER a try. TIGER continues to deliver
excellence.

Recently this client had a critical server shut down at a secured COLO in Southern California. TIGER
was immediately contacted and within 2 hours a TIGER technician was at the COLO with
replacement parts in hand. The server was up within the hour. This situation is unique because
the manufacturer keeps you waiting for an entire day unable to tell you who is coming and
when. To make matters worse parts may or may not be delivered until the following day. In this
case a familiar TIGER employee arrives with security clearance and parts in hand at the COLO
because they have been pre-authorized to be there. They have our employee’s cell phone
number so they know where we are and when we’re coming every step of the way.
This client has been a customer for over 10 years.


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