One of our prestigious clients at Leicester Square called us at 10 pm on a Saturday night as their network went completely down and they had 300 customers on site, this affected their till and payment system also.
As this incident was affecting the client financially, we had to move quickly and sent one engineer to the site immediately.
While our engineer was making his way to the site, another 2 engineers connected remotely to the core network devices and started to investigate every aspect of the network.
We made an appearance on site within 90 minutes of the call, 3 of our members, 1 on site and 2 remotely went through every aspect of the network and fixed the problem in less than 1 hour.
As the end result of our responsiveness, from the initial call in 2.5 hours, we managed to get all elements of the network online again and stabilized all connections, the till system, the payment terminals, the wireless network and all other network-related systems have come back up online, back to normal status.
Turned out that 2 unplanned changes happened that day earlier without any local management knowledge, one EPOS terminal was changed and an unmanaged network switch was put in place by the sound and light company. Both caused severe network issues and eventually put the network down completely.
We fix issues as they come, and beyond that, we also do a route cause analysis all the time, after the incident we engaged both providers and along with our client we agreed on a communication and process flow to eliminate any similar incident to happen in the future.
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