Our Approach

Business is changing and so is the technology that drives it. Claranet's approach is built around four key elements:  Design, Build, Manage and Evolve. We focus on the customer life-cycle so that your service is up to date with new developments and changing requirements. 

This methodology is based on Information Technology Infrastructure Library (ITIL) framework and use 'Projects in Controlled Environments' (PRINCE 2) methodology.

Design

At the initial technical consultation, a Solution Architect works with you to design a bespoke service, balancing business requirements against budgetary considerations.

Our service designs are backed by industry-leading Service Level Agreements (SLA) to ensure a high quality service and continued uptime.

For complex Managed Services, we provide a detailed Statement of Works (SOW). This document ensures that your services are well defined and documented.  

Build

Service Management (SM) team manages the build, liaising with the customer, Solution Engineering and the provisioning team to ensure that the service fulfils requirements is delivered on time and handed over to our Support Team.

Manage

All customers are managed by one of three Support Teams; Solution Support, Corporate Support and Shared Web support. Support is provided on 24/7 basis, though this is dependent on the type of service you have. With a single-point of contact you receive simple and fast Incident resolution. One business relevant SLA supporting your managed networking and hosting solutions saves you time and money. A technical person is always available should any issue arise.

Evolve

A clear understanding of your business requirements and structured design process means that we are able to plan for the evolution of your requirements. Your Account Manager will re-engage with you and a Solution Architect to redesign and evolve your service when your needs change.