Soft-Pro is quick to respond to user's request for
support after implementation. While most problems can be rectified
at the help-desk and on-line communication linkage to client's
office, site visits are also made to provide the necessary technical
support.
No matter what equipment is purchased or what service is contracted,
Soft-Pro is always the first-line-of-service. An escalation
process is in place when further attention is required.
Help desk support is almost immediate and response to customer
request for on-site service is usually within 4 working hours.
Our service is available on 5 x 8 hours, however special arrangements
can be contracted for 7 x 24 hours.
Currently, the following contracted services are available:
(1) Network Maintenance Service
This service is suitable for organization that has at least
a Network Administrator who can handle end-user queries. The
network services covered include network troubleshooting and
preventive maintenance services, network consultancy, backup
and restoration, optimization, health check, network cable troubleshooting,
program fixes and updates. A loan server is available in the
event that the server cannot be re-commissioned within 2 working
days.
(2) Total Service Contract
Design for organization that does not have the service
of an in-house Network Administrator and is totally dependent
on external IT services. Besides the above Network Maintenance
services, it also covers PC and peripherals trouble shooting,
preventive maintenance and end-user support. A loan unit can
be provided if the faulty equipment is brought back for bench
repair at our depot.
(3) Time Based Network
Contract
Similar to Total Service Contract, this ensures restoration,
repair and support service for servers, network and PC/peripherals
in the shortest possible time.
As the customer only “pay when they use”, customer
who has their internal IT personnel and required a second line
of support or just a small and medium business find value in
this contract services.
(4) Software Support Service
This service is available to customer who has engaged
Soft-Pro customization services. It includes services to maintain
updated copy of the customized software with its source listing,
operator and instructions guides, training for new operator,
support service, correct program malfunction and program patches
of known bugs.
Soft-Pro can also customize maintenance and support contracts
to customer's needs according to customer's environment and
requirements, for example, time based contract.
BACK
|
