Maintenance Contracts
The basic element of the DSS support service is a fast and efficient maintenance service providing customers with the following:
The experience of our engineering team with a wide range of equipment means hardware problems are diagnosed and resolved without delay.
With every IT maintenance contract a Technical Account Manager (TAM) is appointed for the site. The TAM is the central figure for co-ordinating and managing calls which require escalation. It is their responsibility to ensure that the necessary technical resources are identified to work on a particular problem.
The IT Maintenance Contract can be paid on a monthly, quarterly, bi-annual or annually basis.
Site Audit
With all server maintenance and support contracts undertaken by DSS, the first stage taken is to carry out a full site audit. This audit has numerous aims. It enables DSS staff to familiarise with the network infrastructure, at both the hardware and software level, in use on the Clients Site. It also gives them the opportunity to identify any dependencies between users (e.g. users sharing local printers).
This is a necessary and invaluable first step in an effective support program as it serves to highlight any potential problem areas as well as ensuring a pro-active response to support calls.
The Site Audits are performed by our qualified Staff and builds the basis for any solutions we offer our Clients and the following information is collected:
- Server Configuration
- Operating System Versions
- Service Pack and Patch Levels
- Equipment Locations
- User dependencies
This allows DSS to customise the solution we offer our Clients to their specific needs.
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Call Logging facilities
The DSS Call Logging Centre is an essential part of the maintenance contract provided to clients. It is manned by fully qualified dedicated Help Desk Analysts from 8.00am to 6pm each evening, Monday to Friday. Calls out of normal office hours are made to a unique allocated number. This team is dedicated to handling customer queries and recording equipment faults, dispatching the relevant personnel on-site if necessary, and acting as a point of contact for escalation of any urgent matters requiring immediate attention.
Web-Based Call Management System
A vital part of the Maintenance Service DSS offer is the Web-based call management system Advanced Field Solution (AFS) to provide further efficiencies and value added services around our maintenance, support and CLC offerings
Web-Based Call Management System Features:
- Real- time call information can be logged, updated and managed.
- Easy and secure access to the System via the Internet
- Ability to log and track the progress of any and all requests for Support
- The Software is feature-rich and includes a wide variety of Reporting functions
Using this system DSS can offer our customers:
- 24 x 365 fault logging over the web if required
- Online fault call status tracking available to out customers at all times
- Online customer reports on your service history instantly available
- Issues are highlighted and can be dealt with immediately
- No web site downtime (due to the security, resilience and duplication of the AFS central server)
- Significant level of security
- Engineer call-logging
Advanced Field Solutions is totally focused on service management. This, and the fact that it is a web-based ASP solution, allow us to make the product extremely easy to use by simplifying and streamlining the data capture screens.
Our Field Service Engineers (FSE) are equipped with PDAs to allow direct access to the current call detail. The FSEs can update call details directly.
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Service Levels
DSS provide a total support solution addressing hardware maintenance and software systems support. This is a total desktop and server support service aimed at maintaining high levels of availability for a corporate IT infrastructure.
Service levels for support contracts are tailored to suit customers own support needs, ranging from typical business hours (i.e 9am to 5.30pm, Monday - Friday), right up to and including 24 hrs x 7 days x 365 days a year. Additionally, response times on contracts vary depending on the business critical nature of the equipment held but ranges from a 2-hour on-site response to an 8-hour on-site response.
Regular client review meetings form part of all maintenance contract and will address such areas as call statistics, call status metrics, feedback and trend analysis information that can provide a basis for eliminating many problems.
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Remote support solutions
Resolving a computer problem immediately is vital to every business. The time until the engineer comes out to the site and resolves the problem takes away valuable time you could actually work. As part of the maintenance contract DSS offer the remote support solutions in order to ensure the best possible resolution of your IT problems. DSS use GoToAssist, a remote support solution, which enables the engineer to remotely log on to the customers’ computer.
Benefits of remote access and support using the GoToAssist solution are:
- Improved first call resolution
- Complete Data Privacy
- Firewall Integrity and Compatibility
- 100% End-User Permission based and controlled sessions
How the system works:
Step 1:
Our customers can move directly from a phone call with one of our Engineers to a remote-support session. To do so, the Engineer provides the caller with the Web portal URL and a unique connection code to begin the remote-support session.
Step 2:
Our Engineer is able to immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools.
Step 3:
At the end of the session, we ask our customers to provide input on the support experience, enabling DSS to constantly improve our service.
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On-site support
DSS offers a wide range of On-Site support services which are included in the Standard Support Contract. Our services include:
- Parts and Labour including engineer time, travel and the supply of all standard parts (excluding consumable parts)
- Repair of Desktop and Laptop PC hardware faults on-site
- Network Operating System and Backup Software
- Resolution of Desktop Operating System issues on-site
- Loan Replacement within 24 hours
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Warranty Management
As part of the HP Preferred Partner Program, DSS are currently a ASDP (Authorised Service Delivery Partner). This allows DSS to carry out warranty and HP Care Pack services on behalf of HP. HP Care Pack Services cost-effectively upgrade or extend your standard warranty with easy-to-buy, easy-to-use support packages. They reduce downtime risks with support levels from basic to mission-critical. And they cover all the IT products your business relies on: servers, storage, networking, desktops, mobile computing, printing and imaging, and software.
Benefits of HP Care Packs:
- Peace of mind – they provide improved support for an extended period
- Single, up-front payment – they are easy to budget for and remove the potential for unplanned parts or labour expenditure
- Support is delivered by HP authorized technicians
- Protect your investment in HP equipment by minimising downtime
- Access to web support
All engineers are qualified to specialized standards and DSS are required to adhere to strict policies and procedures to ensure all audit requirements are met.
Click here to go to the HP Care Pack Finder!
DSS are also a Lenovo/IBM tier 1 partner. This also allows DSS to carry out warranties on behalf of the manufactuers.
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