Insight OneCall

Insight OneCall is a technical support service provided by Insight. According to the vendor, it offers real-time assistance and issue resolution for compute, network, storage, and cloud products. The service is suitable for businesses of any size and caters to various professions and industries, including IT professionals, technology companies, healthcare organizations, financial institutions, and education institutions.

Key Features

Real-time support: According to the vendor, U.S.-based support engineers respond directly to service requests within 60 seconds or less, providing immediate assistance 24/7/365 without any triage process. The aim is to ensure quick issue resolution and minimize downtime.

Single-source accountability: Insight OneCall claims to offer comprehensive support for complex multivendor systems, contracts, and warranties. It also enables escalation to other vendors as needed for efficient problem resolution, simplifying management with a single point of contact.

Full visibility: The service provides a web-based ticket management system for easy tracking and documentation of issues. According to the vendor, users can receive real-time updates on ticket status and progress, ensuring complete visibility from issue identification to resolution.

Solution-level support: Insight OneCall claims to provide a single point of contact for support services and products from various vendors. The team consists of certified engineers with advanced-level certifications and specialized expertise in a wide range of technologies and solutions.

Expertise and proficiency: According to the vendor, Insight OneCall's engineers have extensive training and experience in IT support. They possess advanced certifications and specialized knowledge in specific technology suites, enabling them to provide Level 3 and Level 4 support for complex issues.

Team breadth and depth: The service offers dedicated advanced and field-based engineers specializing in defined technology suites. According to the vendor, Level 3 and Level 4 support is available for in-depth problem resolution, and users have access to a large team of support services engineers for prompt assistance.

Preventative support: Insight OneCall claims to take a proactive approach to IT operations with audits and assessments. The aim is to identify potential issues before they become major problems and provide recommendations for optimization and improvement of IT operations.

Three client support services: According to the vendor, Insight OneCall has three fully staffed support centers, ensuring comprehensive coverage. Different tiers of support cater to various needs and requirements, and specialized incident handling and exceptional accessibility are provided for clients.

Guaranteed 15-minute response for critical (P1) issues: According to the vendor, critical issues receive priority response to minimize impact on operations. Insight OneCall offers rapid assistance within 15 minutes to address urgent problems, ensuring timely resolution and minimal downtime for critical incidents.