Technical Support Solutions

Transcription

1 Technical Support Solutions 2013 Inventory Management Europe Tel +44 (0) Fax +44 (0) Avenue 4, Station Lane Witney, Oxfordshire, OX28 4BN

2 Table of Contents Contents The Team 2 Technical Solutions Overview 3 Skills Matrix: IBM 6 Skills Matrix: HP 7 Skills Matrix: Dell 8 Skills Matrix: multi-vendor storage 9 Geographical Coverage 10 Technical Support Call Out Process 11 Remote Monitoring facility 2 Pricing 3 Contact Information 5 Company Information 6

3 Pg. 2 The Team The Team Our Team of Senior Engineers has a strong background in the industry covering a variety of equipment in a host of different environments, from data centres to end users sites. Below is a table providing the team s profile by technology: Range Dell PowerEdge Dell PowerVault Dell Blade HP Proliant HP Storage HP Blade HP Superdome IBM xseries IBM pseries IBM iseries IBM zseries IBM Storage IBM Blade NetApp STK Adic Overland Cisco/ Networking

4 Pg. 3 Technical Solutions Overview Technical Solutions Overview Break/Fix We provide services from field support, through to diagnostics service and third level technical support, whether it is online, remote or onsite. All our technical solutions are 24/7/365 to ensure the optimum resolution times for our customers. SLAs and associated penalty regimes are negotiated at the outset of any contract and measured via our monthly KPI packs. These contracts are managed by a dedicated Account Manager. Our internal processing and testing procedures ensure a full chain of custody and traceability to our clients. Our robust testing and repair procedures ensure that assets are processed with the manufacturer s best practice in mind. Project Management Installation and Decommissioning Working closely with our clients we can provide a full suite of services to complete Data Centre moves or site decommission to fit in with client time and SLA requirements. We can supply a Project Management resource to assist in this and / or on-going support for larger roll outs. Data Sanitisation Services The secure sanitisation of any data bearing devices is a key service that IME offer. We offer an in-house data wiping solution that coupled with our internal processes offer full accountability for a client s data. Where physical destruction is a requirement we can offer this service internally or on client s site. We use solutions such as Tabernus and Blancco which are CESG accredited.

5 Pg. 4 Technical Solutions Overview Remote Monitoring (RSF) Remote facility allowing preventative maintenance (heartbeats and alarms functions) without compromising the customer s network. See the relevant section below. Technical Support Services IM Europe can rely on the vast experience of our Technical Specialists who have been working on IT equipment for over 20 years. We provide the following technical support solutions: Telephone Support whereby our engineers can communicate with our customers engineers/helpdesk. support with our dedicated team processing calls within agreed timeframes Online support: customers can use our online technical call logging system: Our engineers also undertake site interventions for straightforward calls or in complex cases: Classic break/fix interventions Complex issues Escalations All technical support is provided 24/7/365. All interventions are documented and proactive action plans devised in case of further training requirements, etc.

6 Pg. 5 Technical Solutions Overview Training Services IME can supply and support training in house or externally for clients in a lab or virtual environment. Please refer to our Computer Hardware Training brochure.

7 Pg. 6 Skills Matrix: IBM Skills Matrix: IBM Range Mainframes/ zseries Models CMOS zseries up to z9 Servers RS6000 Servers pseries Servers AS400 Servers iseries Storage xseries servers Blades 701X, 702X P4, p5, p5+, p6, p7 940X i5 Disk Storage: FastT, DSxx, ESS, XIV NAS Tape Storage: TSxxx, 358X, Netfinity range xseries System x HSxx, JSxx, LSxx

8 Pg. 7 Skills Matrix: HP Skills Matrix: HP Range Mainframes Models Superdome rx7600 and rx8600 HP Integrity rx1600, rx2600, rx2800, rx3600, rx4600, rx6600 Servers HP9000 Servers Proliant Storage Blade Workstations: B, C & J Class Servers: D, E, G, K, L, N, R, RPx400 DL1xx DL3x0 (Intel), DL3x5 (AMD) DL5x0 (Intel), DL5x5 (AMD) DL7xx ML11x, ML3xx, ML5xx All models from G1 to G7 where applicable Tape Systems: MSL2xxx, MSL4xxx, MSL6000 Disk Systems: MSA30, MSA50, MSA60, MSA70 EVA 100, 110, 200, 300, 4000, 5000, 8000 Proliant BL C Class: BL4xxc Proliant BL P Class: BL2xp, BL3xp, BL4xp Enclosures: c3000, c7000

9 Pg. 8 Skills Matrix: Dell Skills Matrix: Dell Range Servers Storage Blades Models Poweredge : 6xx, 7xx,8xx 25xx, 26xx, 28xx, 29xx 14xx, 16xx, 17xx, 18xx, 19xx 66xx, 68xx R2xx, R5xx, R6xx, R7xx Poweredge SC14xx T1xx, T2xx, T3xx, T4xx, T6xx, T7xx Powervault PV10xT, PV11xT, PV12xT, PV13xT, PV2xxT ML libraries ML6xxx PVTL2xxx, PVTL4xxx Disk Systems: PV2xxS, MD1000, MD3000 Controllers: PV7xxN NAS: NF100, NF110, NF500, NF600 NX300, NX400, NX1950, NX3000, NX3200, NX3300 M6xx

10 Pg. 9 Skills Matrix: multi-vendor storage Skills Matrix: multi-vendor storage OEM NettApp STK Overland Models Controllers: FAS2xxx, FAS3xxx Disk Expansion Drawers: DS14 MK1, MK2, Mk4, DS4243 Tapes: L20, L40, L80 Libraries: SL500, SL3000, SL8500 Neo 2xxx Neo 4xxx Adic FastStor 2 Scalar 24 Scalar 100 Scalar 1000 Scalar i2000 Scalar i50 Scalar i500

11 Pg. 10 Geographical Coverage Geographical Coverage Geographical Area South of England North of England Scotland Product sets IBM HP Dell NetApp STK Multi-vendor storage IBM HP Dell NetApp STK Multi-vendor storage IBM HP Proliant

12 Pg. 11 Technical Support Call Out Process Technical Support Call Out Process How to place a call During office hours (Monday to Friday 9am-5.30pm GMT, excluding bank holidays), follow the process below. Out of office hours, also ring for access to our Out of Hours Team. Send a mail to contracts@imeurope.co.uk stating the following information: Call reference in agreed format Machine serial number Machine type Error code, or description of error if no error code Required PN if diagnosis already undertaken Site details: address and contact name, site access, security clearance requirements Window for intervention At the outset of the contract, the full details of the customer team who would place the calls would be provided for identification purposes. Call acknowledgement The team will provide an answer to the call within 30 minutes with the following information: Technical support if required Engineer availability and ETA to site Spares availability [spares origin to be determined if not IME] IME internal call reference Security clearance information if required (vehicle registration, etc) Call attendance The engineer will attend site and provide the following data in the agreed format ( , etc): Time spent on site and on the call Outcome of the procedure Any other action required All this data is logged on our system and reported upon Call Completion Report to be submitted on customer online portal in the agreed timeframe

13 Pg. 12 Technical Support Call Out Process Escalation Procedure Should there be any issue, the engineer would contact our call centre who would escalate the issue to the relevant person in the customer s escalation route. For escalations outside of the calls, please refer to the table below: Contact Telephone Mobile Number General contracts@imeurope.co.uk N/A 166 Dorothée Tonnerre (Escalation 1) Dorothee.Tonnerre@imeurope.co. uk Lee Wilson (Escalation 2) Technical support Lee.Wilson@imeurope.co.uk All communication must go through our Call Centre to ensure timely processing and follow up.

14 Pg. 2 Remote Monitoring facility Remote Monitoring facility This is the Remote Support Facility allowing customers machines to be monitoring by our servers via our bespoke RSF software. How it works Dial Home Service (also called Call Home Service): regular (daily/weekly) monitoring (or heartbeat) on customers registered machines In case of issue, the customer s machine dials our server and sends an error message The error message can either be relayed as is to the customer, or interpreted and the diagnostics data sent along with the message Technical Specification of the RSF & Security Bespoke software using SNMP (Standard Network Messaging Protocol) traps, a universal protocol Dial up connection only allows dial in and it dials our secure server RSF does not compromise customers networks: it does not modify, change or invalidate any software/hardware or warranties on machines General Features 24x7x365 service Evolutions: constant development into more sophisticated methods (closer to the OEM) and more precise message contents

15 Pg. 3 Pricing Pricing Field Support (Break/Fix) Ad Hoc Price, * Office Hours 180 per hour Week day Out Of Hours + 20% of Office hours Weekends & Bank Hols +40% of Office hours Contractual** Price, * Office Hours 120 per hour Week day Out Of Hours + 20% of Office hours Weekends & Bank Hols +40% of Office hours * Travel times are included in the billed times. **Contractual terms apply such as minimum contract duration, upfront billing, etc. Remote Support (telephone and ) Ad Hoc Price, Office Hours 150 per hour Week day Out Of Hours + 20% of Office hours Weekends & Bank Hols +40% of Office hours Block purchase of 20hrs (min) -39hrs Price, Office Hours 120 per hour Week day Out Of Hours + 20% of Office hours Weekends & Bank Hols +40% of Office hours

16 Pg. 4 Pricing Block purchase of 40hrs (min) -79hrs Price, Office Hours 105 per hour Week day Out Of Hours + 20% of Office hours Weekends & Bank Hols +40% of Office hours Block purchase of 80hrs+ Price, Office Hours 90 per hour Week day Out Of Hours + 20% of Office hours Weekends & Bank Hols +40% of Office hours Some contracts contain a provision for including remote support. RSF Facility This is the Remote Support Facility allowing customers machines to be monitoring by our servers via our bespoke RSF software. Number of devices Monthly Subscription, Single

17 Pg. 5 Contact Information Contact Information Dorothée Tonnerre Business Development Director Tel +44 (0) Fax +44 (0) Dorothée.tonnerre@imeurope.co.uk Mark Watson Sales Director Tel +44 (0) Fax +44 (0) Mark.watson@imeurope.co.uk Steve Warner Technical Director Tel +44 (0) Fax +44 (0) Steve.warner@imeurope.co.uk

18 Pg. 6 Company Information Company Information Inventory Management Europe Avenue 4, Station Lane Witney, Oxfordshire, OX28 4BN Tel +44 (0) Fax +44 (0) References are available on request.