96% SLA for Network and Server Maintenance Across 10 European Countries

Groupe CAT, a global leader in automotive logistics, partnered with HCLTech and TECEZE to strengthen network and server reliability across more than 60 sites in 10 European countries. TECEZE supported a large and diverse infrastructure estate through a comprehensive Annual Maintenance Contract (AMC), combining dedicated local support, centralised monitoring, preventive maintenance, and technician enablement to achieve 96% SLA attainment over a three-year programme.

About the Client

Groupe CAT is a leading automotive logistics company operating across multiple European locations. Its geographically distributed operations depend on reliable network and server infrastructure to support logistics activities across more than 60 sites.

At a glance

Industry
Automotive Logistics
Headquarters
10 European countries / 60+ sites
Products & services
Servers AMC / Network & Server Maintenance — Teceze with HCLTech, 3-year contract, Same Business Day (SBD) & Next Business Day (NBD) SLA
Challenge
Maintaining 6,534 servers/devices across 60+ sites in 10 European countries against strict SBD/NBD SLA commitments

Success highlights

  • 96% SLA attainment
  • 6,534 servers/devices under support
  • 60+ sites across 10 European countries
  • 100+ tickets handled annually

The challenge

Corporate meeting

Maintaining Reliable Infrastructure Across a Geographically Distributed Operation

The constraint: Multi-country footprint, mixed device fleet, strict SBD/NBD SLA commitments, standardisation across 60+ sites

Groupe CAT required consistent network and server maintenance across a complex European footprint spanning multiple countries and locations. The infrastructure included a wide range of network devices and servers, making standardised support and proactive maintenance essential rather than optional. With 6,534 servers and devices distributed across more than 60 sites in 10 countries, any inconsistency in maintenance approach risked leaving individual sites exposed to longer downtime or unresolved issues that a more uniform support model would have caught.

Meeting Same Business Day and Next Business Day SLA commitments across such a distributed footprint required coordinated logistics and technical resourcing that could flex by location without sacrificing the consistency of the response. A logistics operator’s infrastructure directly underpins its ability to move goods reliably, so unplanned downtime at even a single site carried operational consequences beyond IT. The organization needed a maintenance partner that could standardize support across 10 countries and 60+ sites while still meeting differentiated SLA commitments consistently rather than treating each site as a one-off arrangement.

Our approach

A Proactive, Locally Responsive AMC Model

HCLTech and TECEZE implemented a tailored Annual Maintenance Contract (AMC) strategy designed around local responsiveness, centralised visibility, preventive maintenance, and continuous technician development. Dedicated local teams were established across the operating countries to provide faster response times and support aligned with local operational requirements, rather than routing every ticket through a single distant support desk. Advanced monitoring capabilities gave the support team visibility into network devices and servers across the full estate, enabling potential issues to be identified proactively and addressed before they developed into larger service disruptions. Scheduled preventive maintenance and infrastructure updates were performed on a regular cadence to minimise downtime, maintain system integrity, and support reliable infrastructure performance across 6,534 servers and devices. Continuous training was provided to onsite technicians, strengthening their ability to handle complex infrastructure scenarios and maintain consistent service standards across all 60+ sites, regardless of which country a ticket originated from.

From challenge to transformation, the solution included:

Dedicated Support Teams

Dedicated local teams established across the operating countries to provide faster response times and support aligned with local operational requirements.

Centralised Monitoring and Management

Advanced monitoring capabilities providing visibility into network devices and servers, enabling proactive identification of issues before they escalated.

Regular Maintenance and Upgrades

Scheduled preventive maintenance and infrastructure updates performed to minimise downtime, maintain system integrity, and support reliable performance.

Training and Technician Development

Continuous training provided to onsite technicians, strengthening their ability to handle complex infrastructure scenarios and maintain consistent service standards.

Governance and Reporting Cadence

Operational transparency and stakeholder alignment are critical to program success. A layered governance model keeps program health and SLA performance visible:

Cadence Forum Focus
Daily Ticket Operations Review Open tickets, SBD/NBD status, local team escalations
Weekly SLA Performance Review SLA attainment by country, device health trends, preventive maintenance status
Monthly Governance Call Ticket volume trends, technician training progress, regional performance
Quarterly Business Review Contract performance, infrastructure investment planning, expansion opportunities
The Results

Proven results at scale

96%SLA Attainment
6,534Servers/Devices Supported
60+Sites Across Europe
96%SLA attainment across the 3-year programme
6,534Servers/devices supported across the infrastructure estate
60+Sites covered across 10 European countries

What the client says

“The network and server support provided by HCL and TECEZE has been integral to our operations. Their ability to meet the high standards of our SLA across multiple European locations has been exceptional.”

— Senior Executive, Groupe CAT

Delivery partnership

How Teceze Executes on This Engagement

HCLTech and TECEZE partnered to deliver the AMC programme for Groupe CAT, combining HCLTech’s programme relationship with TECEZE’s infrastructure support capabilities. TECEZE supported the network and server estate through dedicated local teams, centralised monitoring and management, preventive maintenance, upgrades, and continuous technician development across the European operating footprint.

Looking ahead

Sustaining Reliable Infrastructure as Operations Evolve

The established AMC model provides Groupe CAT with a scalable framework for maintaining network and server reliability as its European operations continue to evolve. The combination of proactive monitoring, preventive maintenance, local technical support, and ongoing skills development creates a foundation for continued infrastructure stability, faster incident response, and consistent service performance across the organisation’s distributed logistics environment.

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