Our Customers Come First!

Our Customers Come First!

Are you tired of having to chase multiple vendors to troubleshoot issues or paying too much for customer support? Then you haven’t experienced the customer obsessed culture at Aryaka and a service team that goes “above and beyond,” delivering the highest Net Promoter Scores (NPS) in the managed service provider industry.

Our service delivery encompasses 360° of end-to-end customer management including:

  • Design, implementation and provisioning
  • Service management and assurance
  • Continuous improvement with Analytics-driven Proactive Problem Management (PPM)
  • 24×7 monitoring and support
  • Cloud services connectivity and troubleshooting
  • Industry leading SLAs
  • Customer self-service

We take a lifecycle approach to deployment, assigning a dedicated program lead and project management to handle all implementation details and design, through planning, scheduling, tracking, communicating, and delivering.

Through the provisioning process – design, deployment, and verification – our team ensures that the solution design, the hardware configuration, and connectivity all accurately reflect the customer’s requirements.

Once deployed, our mantra is continuous process improvement, spanning change management, proactive problem management, event management, incident management, and quality assurance.

Our TAC continually monitors the network and
our customer support team offers:

Monitoring and Reporting

  • 24x7x365 Monitoring of Aryaka Service Network, Device and Links
  • Last mile Link Quality – Packet Loss and Latency
  • Customers Services & Network Uptime

Management

  • Impact Analysis – All provider planned maintenances are proactively reviewed and addressed
  • Service Impact Analysis – All unscheduled disruptions are reviewed, discussed with the providers until RCA is received

Communication

  • On-going notifications (for maintenances and unplanned outage)
  • Resolutions for identified issues
  • Help with troubleshooting

Prevention

  • Work towards preventing or avoiding disruptions for future outages.
  • Ongoing review, analysis of link stability, issues and consumption

Given the importance of the cloud, we continually monitor our native multi-cloud connectivity, ensuring any issues don’t impact customer connectivity.

Industry-leading SD-WAN SLAs span implementation and disruption of service. The implementation phase includes service and cloud provisioning as well as SSL optimization.

Once live, any disruptions, be it latency, packet loss, or downtime will result in compensation.

A key Aryaka support component and part of SmartInsights is the MyAryaka Cloud Portal, an intuitive self-service configuration and visibility portal to the customer’s SD-WAN.

Finally, key to customer success are the internal processes and priorities.


Key to Customer Success

01.

ITIL Framework

Support center functions on ITIL framework

02.

Employee Engagement

Activities to inspire and motivate employees -motivated employees translates to happy customers

03.

Content Management

Documented processes, procedures, and responsibilities to ensure process adherence, efficiency and consistency

04.

Learning & Development

Periodic technical and process training, access to recorded training sessions, and backing for internal and external certifications

05.

Problem Management

Automated proactive Problem Management system highlights problematic SPOF (Single Point of Failure) based on Incident patterns and trends

06.

Knowledge Management

Robust Knowledge Base that is managed, authored and updated periodically. Monthly Knowledge Check (KC) assessments to gauge employee knowledge level and identify training needs (Training Need Analysis)

07.

Integrated Quality Management System (QMS)

Well-defined quality standards to provide world-class service, regular quality auditing, feedback & coaching, DSAT & escalation analysis with corrective actions and preventive measures

08.

Customer Experience

Transactional CE surveys sent to customers to gather feedback for cases handled

09.

Performance Metrics for Employees

We are a meritocracy company where good work is rewarded with benefits, promotions and the like

10.

Data Analysis

Dedicated Data Analysis team to manage, retrieve, analyze and interpret data related to employee performance, network performance, customer health,etc.


Key to Customer Success

  • 01/10

    ITIL Framework

    Support center functions on ITIL framework

  • 02/10

    Employee Engagement

    Activities to inspire and motivate employees -motivated employees translates to happy customers

  • 03/10

    Content Management

    Documented processes, procedures, and responsibilities to ensure process adherence, efficiency and consistency

  • 04/10

    Learning & Development

    Periodic technical and process training, access to recorded training sessions, and backing for internal and external certifications

  • 05/10

    Problem Management

    Automated proactive Problem Management system highlights problematic SPOF (Single Point of Failure) based on Incident patterns and trends

  • 06/10

    Knowledge Management

    Robust Knowledge Base that is managed, authored and updated periodically. Monthly Knowledge Check (KC) assessments to gauge employee knowledge level and identify training needs (Training Need Analysis)

  • 07/10

    Integrated Quality Management System (QMS)

    Well-defined quality standards to provide world-class service, regular quality auditing, feedback & coaching, DSAT & escalation analysis with corrective actions and preventive measures

  • 08/10

    Customer Experience

    Transactional CE surveys sent to customers to gather feedback for cases handled

  • 09/10

    Performance Metrics for Employees

    We are a meritocracy company where good work is rewarded with benefits, promotions and the like

  • 10/10

    Data Analysis

    Dedicated Data Analysis team to manage, retrieve, analyze and interpret data related to employee performance, network performance, customer health,etc.

“Aryaka’s support team is second to none. I’ve been doing this for a long time,and I have not seen a company drive excellence in support like Aryaka. That has transcended across many management changes. Aryaka has a great product and vision that’s supported by the best engineers. Give yourselves a pat on the back and feel proud of what you do –it means a lot. You are the best of the best!”

Ben Warner, IT Infrastructure Manager at Henny Penny