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EDS provides consultation and professional services on
Enterprise Solutions. We have a team of qualified
professionals to study, design, integrate, implement and
support the solution according to the organizations’ need.
EDS
consulting & professional services follow a proven
methodology in articulating and constructing the right
solution for customers. Proven state-of-the-art
technologies are implemented to achieve specific business
objectives. The business objectives are also met through
consultation and the use of information technology in an
innovative and productive way.
The
methodology and framework consists of the following:
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Assessment Study
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Solution Design
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Validation & Planning
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Deployment & Integration
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Implementation & Testing
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Implementation
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Documentation
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Training & Support
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EDS
provides customer the preventive and corrective
maintenance services which includes but not limited as
follows (depending on hardware or software purchased):-
a)
Online I/O
diagnostic tests on hardware components such as disk array
sub-system as well as to gather information on reported or
observed problem of the peripherals.
b)
EDS shall
provide a report consist of monthly system review and
capacity analysis check for all the Integrated Software
and Hardware.
c)
Periodically, micro-code patching would be applied to the
hardware components such as disk array sub-system whenever
it’s available through the principal’s research &
development laboratory.
d)
Customer
shall be provided with a report on preventive maintenance
exercised by EDS in order to ensure that the preventive
and corrective maintenance services are done in accordance
to the recommended procedure and product functionality.
e)
EDS shall
conduct a periodic review of the system performance
ensuring it performs within the expectation and
continuously meeting market requirements.
f)
EDS shall
provide periodic consultation on ways to further improve
and enhance the system with competitive features launched.
g)
EDS shall
provide report consists of the result of system reviews
conducted.
h)
EDS shall
provide recommendation to the customer (if necessary).
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EDS
experienced engineers will evaluate a customer’s IT
environment, identify exposures, recommend corrective
actions based on customer’s current environment, and
provide customer with a report to detail our findings.
This would be carried out monthly as part of the
after-sales service to customer.
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Capacity Analysis or Planning is an increasingly critical
function in an IT organization. The demands placed on an
organization to support business can overload IT resources
to the point of failure if proper planning is not performed.
Furthermore, organization is now constantly asking for more
with lesser budget for information technology. Millions of
revenue dollars can potentially be lost due to a shutdown or
overload of these resources. Lack of consumer confidence and
trust when information cannot be retrieved in a timely
manner also poses a threat to an organization’s success.
EDS provides capacity analysis service (either
quarterly or twice a year depending on a customer’s
requirement) to help ensure that a customer’s IT
infrastructure has the resources to provide both the
services and the quality of service required, allowing for
unforeseen events and changes. It can help customer prevent
periods of severe resource shortage with associated
slowdowns and downtime, and it can help customer ensure that
the correct technology is available at the right time to
meet business needs in a heterogeneous, multi-vendor IT
environment.
For example, from a capacity analysis, the following chart
could be plotted and presented to the customer’s management
on the tape library’s slots available / bottleneck for
further business decision-making. As backup / restore and
off-site storage are part of the business continuance, it is
thus logic to pay attention to the resources required for
all the relevant components to move in uni-direction in
achieving business continuity.
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Customers shall have either 24 hours or 9 to 5 access to EDS technical
support engineers contact numbers depending on the type of
support purchased by a customer. The support includes
365 days per year via e-mail, fax and telephone. If
problems cannot be solved through telephone, EDS shall
ensure that their engineers are sent to and arrive at the
site where the equipment or software is located with two
hours response time.
LEVEL 1 SUPPORT
Support
Escalation Flow:
The customers will report Hardware (provided Customer
purchase the hardware from EDS) and Software (provided
Customer purchase the software from EDS) problems directly
to EDS. The customer service Coordinator will in turn assign
the call to the relevant engineer and acknowledge the
service request. Then the coordinator will be notifying the
problem to the relevant engineers. In this regard,
customers should provide full details of the problem
including the serial numbers, fault codes if any and
location if requested.
LEVEL 2 SUPPORT
Level 2
process would be activated upon logging by Customer system
engineer concerning hardware and software faults.
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Level 2’s
support to be provided by EDS would consist of the following
tasks :
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Verification
of fault with Customer
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Fault
logging with Customer
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Fault
definition and classification
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Assignment
of fault to local, trained resources
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Resolution
of fault and the application of reasonable effort to resolve
and limit the fault escalation within Level 2 support
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Provision of
technical staff and tools to track and resolve faults
locally
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Management
of fault resolution with Customer
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Liaising
with Customer and 3rd party suppliers
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Monitoring
progress of fault resolution with relevant 3rd part
suppliers
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Reporting
the status of fault to Customer
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Confirmation
of problem resolution with the Customer
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In the event
where all the reasonable efforts to resolve the fault are
not successful, we will then delegate and log fault with
Level 3 support.
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