OPERATION AND MAINTENANCE INTEGRAL SERVICES

OPERATION AND MAINTENANCE
INTEGRAL SERVICES
InfoGLOBAL · Virgilio, 2 · Ciudad de la Imagen · 28223 Pozuelo de Alarcón · Madrid (España) · Tel: +34 91 506 40 00 · Fax: +34 91 506 40 01 · info@infoglobal.es · www.infoglobal.es
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
Index
• Operation and Maintenance Integral Services
• Operation and Maintenance Center (COM)
• Outsourcing
• Specific Features
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
Operation and Maintenance Integral Services
InfoGLOBAL puts within reach of its
clients an Integral Service of
Operation and Maintenance that
covers any type of support needed
in infrastructures of information
technologies (hardware and
software).
In order to make this a reality, we offer a wide variety of possibilities that entail
a service with several coverages (from Monday through Friday in labor
schedule up to 24 hours a day, 7 days a week: 24 x 7).
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
Operation and Maintenance Integral Services
SERVICE LEVELS
PREMIUM
ADVANCED
STANDARD
EXTENDED
WARRANTY
Yes, 24 x 7
Yes, 9 to 19 - M to F
Yes, 9 to 19 - M to F
Yes, 9 to 19 - M to F
Yes, including
installation. In the
same day
Yes, including
installation. Next
working day
Yes, installation not
included. Next working
day
Yes, installation not
included. Second
working day
Features
Technical phone assistance
Hardware substitution
Software versions update
Remote connection analisys
Remote systems management
Onsite technical assistance
Yes, installation
included.
Yes
Yes
Yes, "Plus" Service Yes, "Basic" Service
Level. (24 x 7)
Level (8 x 5)
Yes, 4 hours
Yes, next working
response (24 x 7)
day (8 x 5)
Remote alarm supervision
Yes, 24 x 7
Periodic incidences report
Yes, monthly
Yes, monthly
Yes
Yes, monthly
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
Operation and Maintenance Integral Services
SERVICE LEVELS
PREMIUM
ADVANCED
STANDARD
Included. "Plus"
service level
Optional. "Plus
service level
Optional. "Basic"
service level
Optional, 4 hours
response (24x7)
Optional. In the
same day
Optional. With
installation. Next
working day
Software version update
Included
Optional
Optional
Onsite technical assistance
Included
Optional. 4 hours
response 24x7
Optional, 4 hours,
from 9 to 19 - M to F
Remote alarm supervision
Included
Optional. (8 x 5) ó
(24 x 7)
Optional, (8 x 5)
Optional Features
Remote systems management
Hardware substitution (improvements)
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
EXTENDED
WARRANTY
Operation and Maintenance Center (COM)
•
InfoGLOBAL has an Operation and Maintenance Center , equipped with
the most modern infrastructures, with a highly qualified human team, able
to determine and solve any incidence produced in the client equipments
and systems.
•
To InfoGLOBAL capacities there must be added the agreements signed
with different top manufacturers which guarantee a specialized support
24 hours a day, 365 days a year.
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
Operation and Maintenance Center (COM)
Operation and Maintenance Center
(Equipment room)
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
Outsourcing
With this modality, InfoGLOBAL
offers to its clients the possibilities
of performing an external
management of the maintenance
activities, having always the client
the control of them.
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
Specific Features (I)
Proactive Maintenance
•
Warranty:
– InfoGLOBAL provides an evaluation of the environment and a support plan
for the client, being able to offer an Availability Warranty agreement of the
system.
•
Remote systems supervision:
– InfoGLOBAL offers the possibility of performing a preventive maintenance of
the clients equipments and systems, directed to detect and eliminate possible
problems, before they can show.
•
Software upgrades:
– InfoGLOBAL offers information and software update during the validity of the
contract.
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
Specific Features (II)
Incidences Management
•
Response time:
– Within the limits of the agreement the customer can determine InfoGLOBAL’s
response time in relation to any incidence, specifying the grade of urgency of
the actions.
•
Scalability:
– InfoGLOBAL performs a quick assignment of the incidences in the structure of
the C.O.M., as well as an agile coordination with the manufacturers and other
client suppliers.
•
Onsite technical assistance:
– InfoGLOBAL will move the qualified needed technicians to the client
installations, in accordance with the coverage and response time agreed.
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden
Specific features (III)
Incidences Management
•
Telephone support:
– From our C.O.M. we offer a telephone support that covers the registration and
telephone resolution of first level incidences.
•
Analysis and Resolution:
– InfoGLOBAL has the best tools and incidence managing systems, as well as the
procedures debugged by means of the build up experience, in order to guarantee
the management, control and resolution of each of the registered incidences,
assuring this way the key parameters of service quality according to the client
necessities.
© 2005 InfoGLOBAL. Documento confidencial. Prohibida su reproducción total o parcial. Confidential document. Total or partial reproduction forbidden