Reduce the cost and delays associated with troubleshooting with the help of round-the-clock Service Desk Support.

Transcription

1 Remote Support Reduce the cost and delays associated with troubleshooting with the help of round-the-clock Service Desk Support.

2 SERVICE DEFINITION: REMOTE SUPPORT SERVICES ITI s Remote Support Service is a service relationship between ITI and the customer, in which the customer s Servers/ Routers/ Switches, etc., that is housed in the facility of ITI will be provided basic support services for a contracted period against a specified fee. The customer will be able to reduce the cost associated with dedicated support stationed at Data Center, or the effort and delay associated with the physical visit of an engineer to the Data Center required at the time of Remote Troubleshooting. ITI s Remote Support Services includes basic support Services like rebooting the Server, plugging/ unplugging LAN cables, etc. The Service does not include anything for which the Server is opened or software is installed/ uninstalled. Service Delivery The overall service delivery of Remote Service is depicted in the diagram below: 42 U Service Ticket Service Desk 8U 4U 3U 8U Customer will be contacted by an engineer by an required during task execution Work Execution Phone Service Engineer to execute the task Way of logging the Request The customer can avail of the Services by either ending an with required details to support@itidatacenter.com (preferred option) or calling up the 24x7 helpdesk. Either of the actions will lead to opening of a Service Ticket by the support team and assigning the service request number and the contact details of the person attending the call to the customer. The customer can then interact with the support engineer who will follow the details as detailed out on the / phone subject to the scope of work of this Service.

3 Service Features & Specifications Following are the features of the Service: Reducing cost Reducing delays Availability of manpower and helpdesk round-the-clock, 365 days a year Scope of Work 1 Rebooting the equipment (Servers/ Switches/ Routers/ Equipment, etc.) under the guidance of the customer. In case a process is to be followed for switching off the equipment, the customer must provide written details of the same 2 Plugging/ un-plugging/ verifying/ securing cable connections 3 Typing simple command on keyboard under written instruction of the customer and communicating the response back to the customer to assist the customer s remote troubleshooting efforts 4 Inserting/ Removing CD/ DVD and/ or floppy disks into drives 5 Adding/ re-placing/ removing/ changing/ verifying labels CUSTOMER RESPONSIBILITY Providing access to the setup Labelling equipment / cables for easy identification Providing clear instructions for the task to be performed Providing authorized point of contact details to request / approve Remote Support EXCLUSIONS Technical Troubleshooting Software Installation / Un-installation Vendor Coordination Value Proposition CUSTOMER SUPPORT ITI will offer its NOC Support as well as Service Desk Support on 24x7x365 basis for supporting this activity. QUICK RESPONSE Availability of Service Desk Engineer on 24x7 basis will ensure quick response in the hour of need. REDUCED COST Customer does not have to deploy the dedicated engineer for this service, thus, reducing the cost of operation.

4 ITI Data Center Infrastructure INFRASTRUCTURE STABILITY High strength reinforced concrete buildings to withstand earthquakes, floods and other natural calamities FIRE SAFETY Combustion protection plan with the elimination of hazardous material Compliance with National Fire Protection Association (NFPA) 2001 standards Cross-zoned, multi-sensor detectors in overhead, below floor and within rack configuration High Speed Smoke Detection (HSSD) and very early aspiration-type fire detection system in server halls (VESDA) Fire Suppression with effective, eco-friendly, zero residue FM200 gas Individual rack level circuit breaker to localize short circuits Compartmentalization of power and data cables SITE ACCESS AND SECURITY Facilities to conform security specifications of ISO/IEC Perimeter security with a 24-hour security control system Manual screening at all entry and exit points CCTV camera monitoring with archival record system Multi-tiered levels of electronic access security Access Card, Numeric Code and Biometric Scanning CARRIER NEUTRALITY Major players have their POP in the Data Center

5 HIGH AVAILABILITY POWER Highly stable, high voltage Tier I grids with dual feeds Dual distribution system with standby equipments across the entire power supply chain, ensuring the required power uptimes 100% redundant UPS with battery backup Redundant diesel generators Customized power implementation with single-phase, three-phase power options Option of AC/DC power supply Capable of handling very high power density equipment PRECISION CONTROLLED ENVIRONMENT Precision-controlled Humidity, Ventilation and Air-Conditioning (HVAC), ensuring optimum performance and avoid equipment failure Temperature variance: 22 C +/-1 C, Humidity variance: 50% RH +/- 5% Raised flooring for Server halls to access data points and to channel airflow Airflow management grille work, capable of removing the possible hot-spot Intelligent Building Management System (IBMS) Capable of handling high localized cooling requirements for modern-day power hungry equipment SUPPORT Multiplatform Skilled manpower for 24x7 services

6 ITI Limited Gate No. 5, Bangalore Plant, Dooravaninagar, Bangalore , Karnataka, India. Tel.: In partnership with SPV company Trimax Data Center Services Ltd. Product and Service offerings mentioned here are indicative in nature and should be verified for updates at the time of consideration.