OnDemand |
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OnDemand consist
of
services packaged by RESOLV to address the requirements of SMEs where
their front-end operations greatly dependent of the stability and
up-time of the IT infrastructure.
OnDemand make
use of
latest technologies combined to form an advance virtual Service Desk
Centre to support our subscribers. With our virtual Service Desk Centre,
through remote support infrastructure, our service engineers will be
virtually on-site to attend users request within 30 minutes. This is as
close as an SLA for an on-site IT Support without the on-site
engineer’s charges.
OnDemand extends our Essential ITO package
to
include additional services at the following layers:
|
USERS
FACILITATIONS
A virtual Service
Desk to attend to users request (for remote support compatible cases)
via internet connection regardless of location (in-office or out of
office)
REMOTE
MANAGEMENT
Remotely managing
your infrastructure layers so that any issues can be addressed instantly
ADMINISTRATION
Management of IT
Asset Register
MAC services
(Move, Acquire, and Change) for IT assets | |
|
Service Package |
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Fortnightly visits to resolve non-critical IT
issues and performing health check and preventive maintenance and backup
off the IT infrastructure |
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Fortnightly visits to perform/facilitate backup
of Email server, Active Directory, and File servers |
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8:30 am – 5:30 pm Virtual Service Desk Centre
Support with 30 minutes lead time (Resolv Careline: 1-300-888-ITO) |
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3 ad-hoc on-site call/month with 10
man-hrs/month free (expires every month) |
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8:30 am – 5:30 pm ad-hoc onsite support with
4hrs lead time (additional charges apply) |
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Service ticket and service log for every
reported issues compiled and submitted on a monthly basis |
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Covers PCs, Notebooks, Smart Phones, and
infrastructure servers (MS-Active Directory, MS-Exchange, and File
Servers) |
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Investigate and advise for issues related to
environments that are managed by 3rd Party Vendor (i.e. Internet
Services, Application Server or clients, Hardware service centre, and
etc.). Resolution will be carried out by the 3rd Party Vendor |
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IT Asset Register with 5 days up-date upon
changes in the IT Asset Inventory |
|
Fortnightly visits to resolve non-critical IT
issues and performing health check and preventive maintenance and backup
off the IT infrastructure |
|
- Dedicated and competent team
to
manage diverse IT challenges
- SLA based on performance management and
availability of IT resources
- Specialised capability to complement
in-house
strengths
- Predictable, controlled operation costs
- IT competency to leverage on available
&
latest technologies
- Adoption of ITIL services standards to
facilitate an effective IT services delivery
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