Accommodation

The Client is an international chain of full service hotels and resorts. As of 2010, there were over 530 branded hotels across the world in 78 countries across six continents. The Client’s hotels are either owned by, managed by, or franchised to independent operators by The Client’s Worldwide Parent company.

The Challenge

Approximately 120 hotels in the UK and Ireland require uninterrupted connectivity for internal communication. A robust support solution was required to uphold a four-hour Service Level Agreement (SLA). The hotel chain also wanted the provider to take care of all elements that were used to provide connectivity on their sites. For Neeco, this meant tailoring another customized solution.

The Solutions

Neeco’s solution architects studied the elements that made up the onsite connectivity and looked at how each of the elements could be supported in case of failure. Any potential problems with hardware could be solved by replacing the faulty hardware or getting an engineer to site to investigate and resolve the issue. The one element that Neeco had little control over was connectivity. This element was covered by getting a 3G/4G router with an active data tariff to the site within 4 hours from the remedy call. The solution is compact and mobile, and strategically placed routers with active data connectivity could cover all 120 Client sites. Since one router could cover several sites in its vicinity, the costs of adding the connectivity backup to the maintenance solution did not significantly affect the overall price, but added an invaluable layer of support for the Client’s operations.

The Results

A customized maintenance solution covers all of The Client’s sites within UK and Ireland with a 4-hour SLA. Neeco’s support not only covered the networking and IT equipment onsite, but also secured back-up connectivity. The solution worked so well that it was replicated in other countries.