Assessment Study

An assessment study which aims to asses, study & understand the customer’s environment and the area for improvement. The data gathered would be compiled and tuned for the next phase.

 Solution Design

Solution design that aims to architect a solution based on the data gathered during the fact-finding stage. This is also the phase where the sizing, compatibility and the right technology are being identified before the solutions are being drafted.

 Validation and Planning

Validation and planning is a process whereby the consultants will do a final verification to ensure the right technology with the cost-effective factor in mind to meet customer’s need. This stage could involve bi-communications with technology partners as well as with customers themselves. During this stage our professional consultant will also plan out all the necessary resources as well as requirement prior to implementation.

 Deployment and Integration

Deployment is the stage whereby the agreed solution would be implemented using a set of methodology to ensure the quality of the solutions proposed are properly deployed to guarantee customer’s satisfaction. EDS has a vast number of engineers with project management skills in major multi-billion customer base.

 Implementation and Testing

This is the stage where our solution will put into pilot and actual environment test. During this phase, we conduct the most comprehensive testing in the industry. We work closely with the customer to make sure our solution will perform at the highest level in their environment. This is because we stand behind everything we qualify.

We certify and test our designs through comprehensive STRESS testing. We test them to their limits—not just once, under optimal conditions, like other vendors do. We would not qualify our design unless we know we can stand behind it

If we qualify a configuration, we support it 100%. Customer’s components should all work together seamlessly. If they do not, we will work with them until they do.

 Implementation

The final stage is where the professional consultants would put this solution to the actual production environment

 Documentation

After installation and implementation is completed, we will perform a functional solution overview and features with a member of our customer, at this stage a hardcopy of the functional overview and features will also be given to them.

 Training and Support

The final stage is where the professional consultants would provide the training to customer on the operation of the solution implemented. After-sales support would then be enforced to ensure that the customer enjoys the benefits of round the clock support on the solution (depending on the support and maintenance agreement).

 After-sales 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

SUPPORT VIA PHONE
Our technical response team is on standby around-the-clock to provide support by phone. Just pick up the phone and dial 012 3155 857 or 019 260 8711. During office hours, kindly contact our hotline number at 603-7726 8060.

SUPPORT VIA E-MAIL
If you wish to seek support vial e-mail, we are always here to help you. Kindly provide your company details and enough information describing your problem. This will help us understand the problem better. E-mail us at support@eds.com.my technical support.

SUPPORT VIA WEB-BASED HELPDESK SYSTEM
We also have a web-based helpdesk system as our call escalation channel to our valid contract customers. The customers under valid contract will be given a user-id and password for access to the site http://support.eds.com.my .The customers will need to provide the necessary details as required and the escalation will be alerted to the technical support for immediate attention.