Maintenance is a hassling but necessary part of IT, compounded by downtime due to faults and incidents. Hitachi Systems Network Technologies aims to relieve the customer of such troubles with a comprehensive suite of services, ensuring that assistance is no more than a mere phone call away. With rapid response that is tailored to remedy the situation at hand, and readily available spares for replacement or loan, it is easy and convenient to rely on the maintenance services that we offer for smooth operations.
1. Hitachi as a 3rd party IT maintenance:
2. Back to back maintenance with principles.
We offer back-to-back maintenance for all enterprise brands, coupling our on-site services and engineering expertise with the suppliers' maintenance services.
We offer flexible and comprehensive support to match business requirements. Our extensive engineering knowledge ensures all aspect of IT within maintenance are being catered for. With SLA, we ensure resources are readily available to our customers with priority holding a valid maintenance contract.
HISYS-DI helpdesk is an in-house department catering to our customer's call for assistance. With an escalation matrix for customers, we ensure customers are never left hanging or waiting for a response.
We cater different DID numbers for our customers in both Singapore and Kuala Lumpur of Malaysia, eliminating the need to dial international numbers just to get support. With focused geographical presence, we guarantee the SLA for onsite support.
Our philosophy of 100% sparing is to ensure customers are not left in the lurch without any form of loaner replacement, causing prolonged outage in their operations. From a combination of back-to-back and in-house spare units, we will be able to handle the customer's requirement of loaner units in the event of outage only.
IT becomes a hassle to manage with separate expiry dates for different products, causing lapses in renewal timings and requiring additional reinstatement or recertification fees. We can resolve such problems by consolidating and informing our clients of the dates for renewal. Realignment of contract expiry dates is what we do best. With realignment, we can easily assist clients with their IT budgeting for renewables and new purchases.
Remembering multiple principle numbers while incidents are happening concurrently can be frustrating at times. All you need is to remember our Service Desk number and we will coordinate different vendors on your behalf.
Our engineers will contact customers within this response time for fault understanding and preparations of equipment to bring onsite.
We provide our Troubleshooting and Isolation services with Root Cause Analysis (RCA) to uniquely identify the issue. This minimises coordination and collaboration work, and reduces finger-pointing between Server, Network and Security teams.
Also, in an event where, for example, a device goes down for unknown reasons even after multiple RMAs, RCA will be able to isolate the problem and reinforce that it might not necessarily be a problem with the device itself.
Uncovering the root cause of the problem reduces the need to deploy multiple teams of engineers with varied skillsets just to cater to one case where no indicative equipment can be identified during an outage. This in turn improves the efficiency of operations for both service provider and customer.
*This service is meant for multiple principle equipment and cabling only with a fixed number of onsite and a valid maintenance contract.
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