Maintenance and Troubleshooting

Making your environment more transparent – your service level agreements as well as information about troubleshooting that was provided in the past will give you everything you need in order to have total control over the way your problem is being solved. In addition to that, it will help you plan your ICT
investments more effectively.

A brief summary of the service key features

The primary goal of this service is to provide you with immediate help whenever you have problems with your information and communication systems and to make these systems fully functional within the time de. ned in the service level agreement (SLA). At any time (7/24/365) you will thus have all the support you need (human resources, know­how, experience as well as spare parts) in order to solve problems in your ICT environment. The maintenance and troubleshooting service has a guaranteed SLA and is provided everywhere in the Czech Republic and Slovakia.

ANECT´s "Maintenance and Troubleshooting" service is rendered by teams of experienced specialists who are available to you 24 hours a day, 7 days a week. They have the highest certi. cations for several technology areas and are able to take care of these areas simultaneously, which is what sets ANECT apart from other companies providing similar maintenance and troubleshooting services.

In addition to that, by opting for this service you will also gain access to our advanced tool for problem re­porting (ServiceDesk), and have your non-functioning HW/SW repaired or replaced on site or via remote access, as we provide spare parts from our storage rooms located in Prague, Brno and Bratislava.

In order to be able to address your speci. c requirements as much as possible we offer this service in a number of different ways. You can choose from several SLA options, and . nd a perfect match to your business needs.

For instance, a 4-hour SLA 7/24 means that the service will be rendered 7 days a week, 24 hours a day, and that the name of the problem solver must be announced to the customer no later than 1 hour after customer´s request for problem solving. The problem as such must be solved within 4 hours after the request for maintenance or troubleshooting was con. rmed by e-mail or fax.

The service covers the following areas:

• Communication infrastructure maintenance and troubleshooting (switching, routing, WiFi, IP Telephony, videoconferencing)
• System infrastructure maintenance and troubleshooting (network services, . rewalls, antivirus, antispam, e-mail services, operating systems, backup systems, IP call centers)

The key components of the service:

ANECT offers a wide range of maintenance and troubleshooting activities. Some problems have to be . xed directly "on site", whereas other issues can be easily dealt with via remote access. Our technology experts (problem solvers) have many advanced certi. cates, which allow them to perform a wide variety of maintenance and troubleshooting activities.

We have a team of experts for each of the following areas:

• Switching and routing
• Call Centers and SoftSwitches
• Services over UNIX OS
• Services over Microsoft OS
• Security solutions
• IS Management and Administration

Why is ANECT a.s. a suitable provider?

ANECT´s "Maintenance and Troubleshooting" service is rendered by teams of experienced specialists, who are available to you 24 hours a day, 7 days a week. They have the highest certi. cations for several technology areas and are able to take care of these areas simultaneously, which is what sets ANECT apart from other companies providing similar maintenance and troubleshooting services.

In what ways can the service be provided?

• As a service (provided 5/8 or 7/24 or with the following SLAs: 2h, 4h, 6h, 8h, 24h or Next Business Day)

What are the main bene. ts for the client?

• With our de. nite time limits within which we guarantee solving the problem and which increase the availability of services provided by your communication and system infrastructure, you can be sure that the information saved in your information systems will be always totally available, and you will thus be able to focus fully on your key business activities
• With our professional trouble­shooting you can avoid re-occurring problems caused by HW or SW failures and thus protect your investments
• Making your environment more transparent – your service level agreements as well as informa­tion about troubleshooting that was provided in the past (on-line reports in ServiceDesk) will give you everything you need in order to have total control over the way your problem is being solved. In addition to that, you will be able to plan your ICT investments more effectively