Support operation of information systems

Help Desk DATA Intertech

In order to support customer service DATA Intertech helps in solving software problems associated with the operation of information systems. This service is provided free of charge at the basic level of call-back manner, the problems are solved according to their importance and depending on the customer relationship. Priority is served by subscribers and customers who purchase through DATA Intertech software volume licensing. Contact the HelpDesk through all the corporate fax and telephone lines or via e-mail support@intertech.cz

External traffic management information systems

Acquisition of complex network management, maintenance, hardware and information system professionals DI in cooperation with the customer’s personnel system ensures maximum uptime, including preventive services, equipment and repairs to ensure its rapid re-commissioning the software defects.

The service contracts are primarily provided repair techniques and the scope of work envisaged under the immediate needs of customers, including large-scale installations. The planned work carried out under the contract are provided discounts on standard prices.

In combination with any of the levels of service hotline is contract customers have access to the internal service database DATA Intertech Agenda and allowed direct entry requirements and monitoring their implementation.

Terms HotLine

The customer support we offer access to the contact point, and remote support for installation, setup and system administration, helping to determine the causes non-defect states, information on supported products. HotLine All types are designed primarily for system customer support and user support offered by the application. They can also add hardware repair warranty period – viz. Services for the reconstruction of the organization.

Data Support Line

basic support for customers 12 hours a day on weekdays, with access to the Internet Agenda with guaranteed response time (visit technician) during working hours designed for hardware repair of servers

  • Internet access via fixed-line

  • Contractually guaranteed time start repairs on the spot – usually within 6 working. hours

  • Direct entry requirements (tasks), monitoring of repairs

  • Possibility to add service contract guaranted the availability of spare parts

  • Warranty repair period under the terms of service contract

  • Access to service database DATA Intertech

  • Solve problems by e-mail

 

DATA HotLine

enhanced support for customers 24 hours a day via a dedicated telephone line with a guaranteed response time (visit technique) designed for hardware repair of servers, server management system and application maintenance

  • Contractually guaranteed time for action-defined devices to 4

  • 4 hours guaranteed time for action on the operating system or application *

  • Intervention at the customer

  • Telephone HOTLINE

  • Internet access via fixed-line

  • Leased line for mobile customers

  • Travel expenses in Prague and Brno locations free of charge **

  • Telephone and email support, problem-solving

  • Direct entry requirements (tasks), monitoring of repairs

  • Access to database service

Extension to multiple locations can be based on individual calculations.

HotLine can be extended with a guaranteed repair time for closure of IBM equipment or IBM Maintenance Agreement ServicePac (depositing parts at the warehouse), for engineering, purchasing HP CarePaq services (see Services for the reconstruction of the organization).

* Max.time intervention applies to destinations Prague and Brno, the other with the added time needed to travel 2 hours
** In other locations will be added traffic from a service representative DATA Intertech Ltd.

Services for the reconstruction of the organization

The offer includes a range of services necessary for the resumption of information system and operational processes to crash. According to customer requirements involves consultation, plans to deal with emergency situations, security information systems, backup systems and help restore the system after any crash.

Services can be provided in a wide range from basic data storage and protection, guaranteed repair time and putting equipment into operation to building a complete backup system at the customer premises or in the DATA Intertech.

IBM – IBM CRS (COMMITED Recovery Services)

Upgraded warranty repairs are provided for IBM hardware servers based on individual calculations IBM Maintenance contract or IBM Service Pac depending on the product.

In combination with the DATA or DATA Hotline Support Line provides the term PC repair technicians DATA Intertech staff at the customer. Necessary spare parts for equipment specified in the service contract are prepared in IBM storage service CR.

Response time on the ground (on-site) covers a range of customer locations to about 100 km from Prague.