 Many people confuse the term service. OneSG's believes service falls into three major categories: Professional, Change and Problem. The type of service being requested dictates the level of response by a service provider. Each of these service categories have different levels of criticalness to the business, response criteria, and outcomes or results.
 Click on the Service Timeline to view services relationship to a product's life cycle.
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Pre-Sale |
Post Sale |
Production |
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Professional Services -
Required during the Pre-Sale
process. Clarify customers
requirements and identities
best solution.
Assists sales team.
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Change Management -
Required during the implementation cycle. Insures timely and accurate delivery of solution to meet the customers business requirements.
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Problem Management -
Ongoing support of the implemented solution.
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 Professional Services
Generally applied during the pre-sale process, Professional Services are used to clarify customer requirements and identify the best solution to meet the customers’ business needs. By applying knowledge and experience we can help you address these business issues with technology solutions. This step is many times over looked but is invaluable in ensuring the proper solution. Our engineers are available for conference calls and customer meetings to assist you.
Engineering and Design
The roots of OneSG are in-depth engineering and design. Even if an Avaya Business Partner or Reseller is fortunate enough to have its own in-house technical department, there is still a dearth of expertise with the emerging VoIP technology and inability to engineer and design many large Avaya business solutions.
Using Avaya certified engineers, we offer our services as an outsource option to the Business Partners and Resellers who at present, have little or no access to their own engineers. We offer the same solutions as Avaya direct, with equally qualified engineers, in a fraction of the time, allowing you to fulfill your customers’ needs more efficiently.
Click here to see sample Design Diagram 
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Project Management
Most Business Partners and Resellers are not equipped to effectively manage their current projects. This task is generally left to the sales person, sales assistant, or another under qualified staff member. This essential function is often overlooked, and the impact can cost the Business Partners and Resellers valuable time, margin, and customer satisfaction. OneSG offers a comprehensive, efficient, and proven project management methodology to ensure the success of any commitment. Our Project Managers are available as a standalone offering to manage your project or as a component of our Change Management services.
Click here to see sample MS Project Plan
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Consulting
Through the Business Partners and Resellers, OneSG offers an array of consulting services. Without brand bias, we can evaluate the end users’ voice and network systems to find the solution that best supports their business requirements. OneSG offers both high-level and low-level network and voice recommendations for existing and future technologies. Along with performance studies and tuning, we perform security audits, and disaster assessments and recommendations for voice and data networks. OneSG also evaluates and confirms design layouts for configurations as an independent source.
Consulting Services currently offered:
Performance Management
Capacity Management
Security Assessments
Network Assessments
Service Provider Assessments
Process Improvements
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Change Management
The process of adding new technology or changing existing technology is one that must be done in a controlled manner. Changes to the environment should be planned, tested, scheduled, implemented and put into production with little to no impact to the end user. At OneSG we understand this process and offer the following services:
Installations
Whether in whole or in part we can install the solutions you sell. From a quick addition to a complete solution, we can see these projects through from beginning to end. If it’s a solution that was engineered by OneSG we will have a complete understanding of the installation requirements. If you engineered the solution, we will verify the design prior to beginning the project and ensure that the customer’s business objective will be met.
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Upgrades
Like a new installation, upgrades are handled with the same proven methodology to ensure a successful implementation. From single version changes to complex upgrades we can help ensure a timely and successful project.
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Project Management
OneSG offers a comprehensive, efficient, and proven project management methodology to ensure the success of any commitment for all major installations and upgrades. Most BP’s and Resellers are not equipped to effectively manage their current projects. This task is generally left to the sales person, sales assistant, or another under qualified staff member. This essential function is often overlooked, and the impact can cost BP’s and Resellers valuable time, margin, and customer satisfaction. All major OneSG installations and upgrades are managed by trained Project Managers.
Click here to see sample MS Project Plan.
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Patches
Either onsite or remote, we can install patches and firmware to your customer systems as the manufacturer releases them. We constantly monitor the notices provided by the manufacturers to ensure the systems we maintain are kept up to date.
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Moves/Adds/Changes (MAC)
Remote
For simple changes like adding a new user or deleting an un-used vector, we have the capability to remotely administer Avaya products. So whatever the change, a call to the Help Desk will ensure the timely completion of your customer’s request.
Onsite
If the change requires onsite administration, we have the relationships to complete the task with partners throughout the states. We will manage the partner so you can be sure that the request is handled quickly and effectively so you don’t have to worry.
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System Administration Package
One Source Group, Inc. will perform regularly scheduled System Administration work (ex: every other Thursday for 2 hours) for those customers without qualified administrators. Pricing discounts are available, but vary according to frequency of visits, work performed, and length of prepaid contract.
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Problem Management
Problems arise. At OneSG, we understand that quick, effective management of these problems is critical to continuing business. Whether you engage us via Time & Material or as part of our Extended Warranty program, our certified Help Desk and Field Technicians will respond to your problem swiftly. The strength of OneSG is in our ability to manage the escalation of any problem through its timely resolution.
Help Desk
Our Help Desk is available to you and your customers. The Help Desk can answer problem or “how to” questions and serves as the entry point for many of our offerings. The Help Desk’s primary responsibilities are, remote MAC work, general system administration questions, and remote troubleshooting. If customer or Business Partner approves a technician for onsite dispatch, standard T&M rates will apply. The Help Desk does not provide any design /engineering, on-site work, or project management services.
There are three coverage options generally available to your customers:
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Warranty
Warranty service is generally provided by the manufacture. However, manufacturers require you to provide various levels of warranty support. If you are required to provide warranty support and need additional assistance, our certified technicians are available to assist you.
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Extended Warranty (Maintenance)
The OneSG Extended Warranty program is fully customizable and offers a range of maintenance solutions. From monitoring only to full parts and labor, the program is designed and priced to give you the flexibility to meet your customer’s maintenance needs.
For a more detailed description of our program please click here
for an e-brochure.
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Time & Material
If you need occasional assistance, either local or remote, our technicians are available 24 hours a day. Our standard, expedite, and emergency rates are competitively priced to allow for sufficient margin opportunities.
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800.711.6621