S&T Russia Managed Services Center
S&T Russia proposes full range of services for hardware and software technical support and maintenance. In S&T Managed Services Center work professional system engineers and technical specialists that completed full course of trainings for hardware support and maintenance. S&T specialists have direct access to vendors’ knowledge databases which helps to resolve quickly all issues related to hardware maintenance and exploitation and provide the customers with needed technical information.
S&T hardware support services are used by such customers as Sagem, Krones, Alcatel, Motorola, Air Liquid, etc.
Services:
- Building IT infrastructure from a scratch
- Sale and aftersale fine-tuning and technical support of server equipment, data storage and processing systems, reserve copies libraries from HP, IBM, EMC, NetApp, SUN|StorageTek
- Business Continuity concepts workout and implementation
- Service Desk from the first line support (Call-center) to high qualified specialists in specific areas for resolving the issues within ITIL frames
- High qualified IT specialists’ outsourcing for works on customer site with possibility of signing SLA agreements of different levels
Levels of S&T Russia technical support1. On-Site Support
This level undermines work of professional system engineer in Customer’s office. Presence of an engineer that knows information system of the customer and all specifics of his infrastructure significantly rises quality of service and helps to complete it very fast.
- End users’, PCs and equipment support
- Support of users’ software
- Support and maintenance of whole local infrastructure
- Servers’ support and maintenance
- Collaboration with Customer’s global Helpdesk
2. Hotline This level doesn’t undermine presence of S&T specialist on customer site: S&T operator receives Customer’s requests and distributes them among technical specialists that come to fix the issue within agreed period of time.
3. HelpDesk This is the most complete level of technical support that includes Hotline level: qualified S&T specialist receives requests, resolves them himself by the phone or, if needed, attracts proper professionals to resolve the issue by visit on the customer site.
Hardware support regimes
Clients of S&T Russia Service Center can chose the most appropriate for them regime for hardware technical support:
- standard regime 8х5: five days per week, from 10 to 18
- extended regime 13х5: five days per week, from 8 to 21
- 24/7 regime
Additional opportunities:
- Additional regime: from 21 to 24
- On Call regime: agreed price for each request call
