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Maestros > Offerings

Support

  • Migration services (Operating system, Database, E-mail)
  • Network and Domain Planning in Windows 2003
  • Advanced firewall configuration using ISA Server
  • Data Warehousing and Business Intelligence
  • Application architecture and design
  • Office customization
  • Infrastructure, end user and Developer Support

Annual Technical Support Services

Why is a support service required?

  • Business Depends upon Complex IT Systems
  • Effect of Downtime
  • Intense competition
  • Too much business pressure, too many features, too little time 

The real meaning of ‘support

Traditionally, ‘support’ as a service only included ‘troubleshooting’ or solving problems as and when they occur. Even today, some support providers still provide that type of service. These vendors offer a purely reactive service.Customer logs a problem and the vendor solves it either remotely or by visiting the problem site.
 
At Maestros, we have a much more encompassing definition of support.
The objective of our support service offering is to ensure that customers are able to utilize the products, tools and technologies to the fullest extent to derive maximum, long term business value and competitive advantage.
Thus, our approach is Proactive. We not only solve problems logged by customers, but also provide proactive suggestions to utilize and integrate the customer systems in a more effective manner.

We provide the following set of services under the ‘Support Contract’

  • Review, Assessment and Initial Audit of IT systems
  • Documentation of the baseline health of the system including configuration, base performance, bottlenecks, interdependencies, critical success factors, functional performance benchmarks, system policies, security and fault tolerance measures.
  • Analysis of the base systems to detect areas requiring immediate attention and correction. 
  • Prompt and structured handling of problems logged by the customer. 
  • One on-site visit every three months by our engineer to conduct a one-day System analysis of your Microsoft Systems. Based on this visit our observations and recommendations will be given to you in the form of a technical document 
  • Proactive recommendations, based upon analysis and technology mapping by our in-house technology management group, of how the customer can use existing system features which are either unused or sub optimally used currently
  • Proactive recommendations for additional opportunities of inter-system integration and process automation.
  • Remote support to any site, using an innovative approach where our experts from the central office can remotely troubleshoot any desktop from any site which has an internet connection. This does not require any additional set-up or local IT presence.
  • Regular documented information about technological changes that are relevant to your enterprise. 
  • Provision of bug fixes and patches as and when applicable.

Business Benefit

  • The most important benefit is the availability of highly relevant recommendations of how to convert latent features to real, tangible business value. No other vendor provides this benefit in such a cohesive and cost effective manner.
  • Effective utilization of software, Preventive Maintenance helps you in minimizing business critical problems
  • Guaranteed availability of skilled and experienced engineers to solve critical issues to minimize downtime.
  • Timely ability to exploit business benefits of new features, versions, technologies or methodologies.
  • Prevention of potential problems due to efficient and proactive maintenance of systems by our skilled team.
  • Automation of repetitive, monotonous / error prone tasks leading to availability of manpower which could be used for more effective tasks.
  • Simultaneous empowerment of internal IT team due to ongoing knowledge sharing while resolve problems.

Services Included
In order to make the Support Service offering most useful to your organization, the contract includes

  • Reactive Services: These services are provided when there is an immediate need, which requires urgent attention.
  • Preventive Services: From an infrastructure perspective, it is important to monitor and prevent mishaps at various levels. This type of service involves periodic site visits, review of the server logs, analyzing the performance parameters and fine-tuning the system in a proactive manner.
  • Proactive Services: These are a set of unique service offerings, which will enable you to extract maximum value out of your IT infrastructure and applications. These set of services are aimed at highlighting opportunities of extracting more business benefit from the existing infrastructure and applications.
     

Highlights - Scope of Work

A. Incident Based Support

1.On-Site Support for resolution of subscribed number of incidents during the service period.

2.Telephonic / Email Support for subscribed number of incidents on Microsoft Infrastructure Server Products

Incident based support means resolution of the problem irrespective of the number of days utilized for the same.
   
OR

B. Man-day Based Support

1.On-Site Support for resolution of subscribed number of incidents during the service period.

2.Telephonic / Email Support for subscribed number of incidents on Microsoft Infrastructure Server Products

Man-day based support means the total effort accounted for the resolution of the problem. Minimum utilization is 1 man-day.
Anything over 8 hours will be counted as an additional man-days in multiples of eight hours of additional work done at client side.
   
AND

3.One on-site visit every three months by our engineer to conduct a one-day System analysis of your Microsoft Systems. Based on this visit our observations and recommendations will be given to you in the form of a technical document

4.Regular documented information about technological changes that are relevant to your enterprise.
Provision of bug fixes and patches as and when applicable.

Support Logging – Severity of a Call

Determining the SEVERITY of your call

Severity Definition Response Time
A Business has stopped. Server not functioning, production system down 2 Working Hour
B Significant business impact

3 Working Hours

C

Important issue, low business impact

4 Working Hours

D

Research, business is not impacted

8 Working Hours

E

Request information

24 Working Hours

Information to have ready prior to logging a call

  • Company name and Branch, account number, your name
  • Severity of the call
  • Name and version number of product(s) involved
  • Brief summary of the call OR Call Reference for previously logged calls
  • Names and versions of related elements and drivers
  • MSD Error Logs, sample code and program debug information (if applicable)
  • Exact text and number of error messages
  • What activity was being performed when the problem occurred
  • Steps you have taken to solve the problem
  • Steps to replicate the problem
  		 

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