Global NetCentre

The Global NetCentre, or GNC, is a state-of-the-art network management centre. NetStar supports over 300 companies across Australia, Asia and the USA that rely on NetStar to keep their IT environment running efficiently.

NetStar’s primary GNC facility is located in Sydney and provides support to organisations across the world. Additional GNC centres in Hong Kong , Beijing , Shanghai , Singapore and Taipei provide local support to multi-national support customers. Each GNC is a secure, purpose-built facility designed to provide quality multi-vendor assistance to customers’ technical support staff, around the clock.

As well as continuing to develop a sophisticated network management platform, NetStar invests in ongoing training for all GNC engineers, who are highly skilled in resolving problems within the network infrastructure and in troubleshooting network products from a wide range of manufacturers. GNC engineers spend up to 25% of their time in training, staying abreast of emerging technologies, expanding their level of expertise and strengthening their hands-on operating knowledge of new and changing network products.

Unlike many network help-desks, all support calls to the Global NetCentre are answered by technical staff, who can immediately log a case and begin resolution or assistance with any support issues. Even better, calls are answered within a minute (typically, less than 30 seconds). So you avoid the hassle of waiting for a call back, and benefit from immediate access to technical expertise.

Cisco has recognised NetStar’s GNC as the highest rated support centre in Asia Pacific and our customer satisfaction surveys show consistent scores of over 4.6 out of 5. Evidence that our combination of technology and expertise is what our customers are seeking!

Feature	Benefits
Support provided 24x7	High-level network support available whenever it is needed
Multi-vendor Network Support	Single-source support for entire network, which eliminates the frustration’s and finger pointing of dealing with multiple manufacturers’ help desks
Calls answered by engineers	Avoids the delays and telephone tag associated with call-back telephone support
Reach a GNC engineer in less than 1 minute	Enables customers to receive prompt assistance, expediting problem resolution time (Average time to reach a GNC engineer is less than 30 seconds.)
Highly skilled engineers with network management experience.	Ensures our engineers deliver high-quality network expertise
Remote diagnostic capabilities.	Enables our engineers to examine and monitor problems, ensuring a complete diagnosis and resolution
Advanced call management system	Ensures that all GNC cases are effectively managed, with automatic problem escalation and tracking. Thereby, enables our engineers to provide prompt resolutions
Strong working relationships with numerous other support organisations and manufacturers	Allows customers to make a single telephone call to NetStar’s GNC and receive the benefits of having multiple teams of experts working together to resolve issues
Annual support agreement includes support calls	Customers can call when they have questions or require support, not just when there is a fault with their network.