Service Support Model

SERVICE SUPPORT

Software Installation and Configuration

Software installation and configuration would be carried out by using manuals, tools, and software license keys etc., provided by the Customer. Approved peripherals and necessary applications required by the user would be installed subject to the necessary approvals. The current mechanism involved in deploying software’s will be adhered or new methodology will be implemented based on the agreement with Customer.

Troubleshooting/Problem resolution

Troubleshooting would be provided as part of support services. The problem would be classified as OS related problems and other compatibility issues. Solutions to the various problems would be verified with the helpdesk Knowledgebase. In case of hardware failure, the faulty hardware would be replaced. Supplier expects Customer to maintain spares for hardware components required for Break/Fix services.  We agree to provide break fixing support service, troubleshooting and Problem resolution activities for Customer as per their requirement.

Resolve Compatibility issues and testing new technologies

Before installing any new software/hardware the first thing to be checked will be the compatibility of the new resource with the existing setup. Any mismatch will result in downtime affecting the users and the network on the whole. To avoid these issues it is necessary to check the compatibility list provided by the respective vendor before any hardware/software installation. Supplier agrees to provide the support required for testing and evaluation of new technology before the deployment on Customer’s environment.

Server Management

Server administration and support activities would cover the existing computer environment and develop a customized integration plan which can optimize the performance of servers to provide the competitive edge which is essential for today’s business critical environment.

Supplier would provide an effective plan, Install, Configure, implement and administer the servers, thus maximizing the investment in business critical servers. We would also look into ways to use any special features in server management including print services, tape drives, configuration, customization of system startup, and new file system and backup technologies etc.  Besides possibilities to leverage a combination of optimization and innovation techniques, for Customer to run their IT more efficiently and transform it to better align with the needs of the business.

                The following services would be provided as part of Server Management:

  • Server Installation, configuration and implementation
  • Monitoring and tuning the system to achieve optimum level of performance.
  • Server Management
  • Server Break-fix
  • Performance management, capacity planning / Tuning
  • Patch Management
  • Server Consolidation
  • Storage Management Services
  • Conducting routine hardware and software audits of servers for compliance with established standards, procedures, and configuration guidelines
  • Problem determination and Troubleshooting.

 

Routine Maintenance

As part of the servers and network management offering, Supplier assumes the responsibility for managing Customer’s hardware and IT infrastructure and offers 24X7 monitoring, administration and troubleshooting activities and provides Level 1, level 2 and level 3 technical support required to enhance efficiencies and ensure customer’s IT systems are operational with a maximum uptime.

The following is a snapshot of typical tasks that Supplier performs as part of Server Support:

  • System Administration and Operations Support
  • Performance Management
  • Problem and Incident Management
  • System Security Management
  • Response to Incident Reports
  • System configuration changes and patch upgrades on servers
  • Deployment of upgrades
  • Managing the backup of all the servers, filers etc.
  • Capacity Management; Prepare asset utilization reports in terms of Brand wise and OS wise
  • Patch Management – Patch updates and service packs updates
  • Monthly Dashboard Review, Quarterly Stakeholder Feedback and Service Improvement Plan; Periodic review with Customer
  • Creation of Known Error Database, and Workarounds
  • Maintenance of Servers
  • Process documentation
  • Creation / deletion / modifications of users
  • Log consolidation and report generation
  • Security administration such as local / share security on files and folders
  • Anti Viral updates and weekly security audit for server access
  • Keep track of user activities and all events
  • Assigning rights, permissions and user access to resources
  • Network service management

Monitoring

  • Server disk status and space monitoring
  • Log consolidation and report generation
  • Active Directory Security Monitoring
  • Monitoring and Optimizing System Performance and Reliability
  • Monitoring Data backups

Storage & Backup

Supplier proposes to use a comprehensive approach for storing information/ system’s data and taking Backup. Data storage management, Backup, Archival and Storage involves all aspects of dealing with data, starting with user practices.

Following services would be covered as part of Backup and Storage.

Consultancy Services

  • Storage Consolidation
  • Optimization
  • Hardware Upgrade
  • Audits

Data Management Services

  • Level-1: Monitoring, Backup Tickets
  • 24×7 Operations Support : Backup scheduling and monitoring
  • Level-2, Level 3
  • Capacity Management
  • Storage Management
  • Report Generation

Data Integration Services

  • Centralized Backup/Restore/Storage
  • Integration with Monitoring/Helpdesk Tools
  • VMWare Integration

Data Protection Services

  • Risk assessment, Impact Analysis and BCP/DR Plan

Network Management

These services include monitoring and reporting of network availability and performance through various activities and resolution of the same:

  • Fault Management  – Detection, isolation notification and correction of faults encountered in the network
  • Configuration management – Involves the configuration aspects of network devices.
  • Accounting Management – Involves analysis of the usage information of network resources
  • Performance Management
  • Security management – Providing access to network devices and resources to authorized individual and entities

These services optimize your network performance and proactively manage operational issues to ensure smooth, uninterrupted operation. We would deploy monitoring tools to effectively manage the network environment and undertake any kind of upgrades and maintenance depending on the network requirements.

Supplier will provide the following services to them as part of this assignment.

Network/Security & Convergence Equipments
Hardware Break fixes

Problem Management

Capacity management

Change management

Configuration management

Network Administration

Performing High Availability

Monitoring LAN devices

Level 1,2 and 3 administration

Building Scalability

Documenting the Change management activities

Administrating and Monitoring Routers & WAN Links

Bandwidth Optimization

Performance Management

Following are the benefits our network services provide

  • Increased Operation efficiency and lower TCO
  • Cost savings by effective utilization of resources
  • 24x 7 monitoring and management of network components
  • Improved performance level of the IT components
  • Improved service levels
  • Improved end users satisfaction and productivity
  • High availability of the network components
  • Secure network environment
  • Support and administration of routers, switches and Security.

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