Maintenance

Over 450 networks supported by 15 maintenance staff and 26 vehicles

Support requests Network monitoring Proactive maintenance Distribution system Incident management

 
"Drop everything" for a support request

ATI offers support from basic support over the phone to full onsite services. Our service level agreements contain committed response times, specific to each network. Additionally, our staff are trained on the technical knowledge of our products and networks and on-site access procedures.

ATI is proud of our well known reputation for outstanding maintenance response times. In an independent Customer Perception Study when asked about our maintenance response times customers responded with an exceptional average score of 8.3/10.We believe we have the best team in Australia regarding their ability to get on-site fast and be competent enough to repair a wide range of network issues and brands of equipment. Our outstanding 22 year track record is largely thanks to in internal culture of ‘drop everything’ when a customer maintenance call comes in. In this way ATI has evolved as truly customer centric and we enjoy our reputation as such.

Our team is available 24/7 and has far-reaching depth of experience – just over half of the team have been with us for over 10 years. We also retain relevant qualifications including 3 qualified electrical engineers, 2 diplomas in telecommunications engineering, and highly detailed telecommunications training from the Australian defence force.


 
Round the clock monitoring of your network

If your network goes down, we will know about it and will respond immediately, 24hrs a day.

We tailor our service offering to our customers needs from basic telephone support right through full 24/7 on-site support.

Our customers can have their network elements integrated into our network managements systems (NMS) offering 24/7 alerts to our trained team, detailed fault diagnostics and detailed reporting tools.


 
Proactive routine maintenance schedule

ATI maintains over 450 communications networks across Australia. Our maintenance program is multiple vendor, configuration and capacity so that no matter what your situation is, our people have the width and depth of experience that ensures your network is working as it should. We also mange equipment lifecycle management and recommend technology refresh projects where needed.


 
Best in class parts store and distribution system

ATI holds spare parts for all of the products and networks we have deployed both in Australia and abroad. We have spare parts warehouse facilities and trained staff in Mackay, Brisbane, Sydney (head office), Melbourne, Hobart, and Perth. All facilities run a highly responsive and synchronised JIT (Just In Time) stock distribution system. In addition all regional spares warehouses are fully backed up by a duplicate spare compliment in the Sydney warehouse. ATI also maintains a fleet of 20 company owned vehicles ready and tooled for 24 hour dispatch.

We have delivered parts to just about every corner of Australia, and often at short notice. We now have a system that has over the years been tuned to deliver consistent customer support in all kinds of difficult or unlikely scenarios. This capability is a highly respected part of ATI’s overall business systemisation and has been critical in forming ATI’s reputation for best in class customer response times.

As a back-up ATI also have our own 3rd party technician accreditation system. To cover even more of our continent we have selected and trained best of breed 3rd party technicians in every capital city and most regional centres.

ATI has the right people and the right business systems to be able to support you as well as any other player in our industry. Whatever part you need we guarantee you will get it in the fastest available time frame.


 
Incident Management

ATI’s support team is large and geographically wide spread so that if there is an emergency or unexpected incident at the site where you network is located we have the skills resources and willingness to restore the service at short notice, minimising any downtime on your network.