www.eds.com.my

EDS Home  Feedback  Site Map.

Search the site:

  Storage & Storage Management
  Enterprise Content Management
  Total Media Management
  Network Security Solutions

 
 
 
EDS (M) Sdn Bhd (168940-W)
69-73, Jalan SS22/19,
Damansara Jaya,
47400 Petaling Jaya

Tel: 603-77288711
Fax: 603-77288231
  • 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:

    - Assessment Study

    - Solution Design

    - Validation & Planning

    - Deployment & Integration

    - Implementation & Testing

    - Implementation

    - Documentation

    - Training & Support

    ________________________________________________________

     

  • 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).

         ________________________________________________

     

  • 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.

    __________________________________________________

     

  • 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.

    __________________________________________________

     

  • 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.

     

    ·          Level 2’s support to be provided by EDS would consist of the following tasks :

    o         Verification of fault with Customer

    o         Fault logging  with Customer

    o         Fault definition and classification

    o         Assignment of fault to local, trained resources

    o         Resolution of fault and the application of reasonable effort to resolve and limit the fault escalation within Level 2 support

    o         Provision of technical staff and tools to track and resolve faults locally

    o         Management of fault resolution with Customer

    o         Liaising with Customer and 3rd party suppliers

    o         Monitoring progress of fault resolution with relevant 3rd part suppliers

    o         Reporting the status of fault to Customer

    o         Confirmation of problem resolution with the Customer

    o         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.

  •  

    EDS always believe in after-sales support and this is one of the main factors which contribute to the excellent business growth with customers ranging from major banking institutions, telecommunications, manufacturing and services.

     

    EDS has since invested heavily in this area namely after-sales support service by sending the engineers to be trained and certified in hardware and software related to the solution, deploying help-desk system to ensure a smooth coordination and speedy problem-solving and a valuable knowledgebase system to further assists in problem-tackling to ensure customer’s satisfaction.

     

    * PROVIDE SINGLE POINT OF CONTACT

            * ASSIGN PROBLEM SEVERITY LEVEL

            * BEST PRACTICE IN PROBLEM MANAGEMENT PROCESS

            * CLOSING CALLS