|
|
Critical Systems Support
IDS Professional Services has strategically categorized its service offerings to rapidly implement
new systems and other technological changes with minimal operational impact. These groups include Planning, Building and Operational Services.
As part of the IDS' Enterprise Consulting Services offering, the Critical Systems Support
service consists of on-going enhanced support primarily intended for public sector IT
organizations. Specifically targeted for high-valued systems and applications, it
provides skilled on-demand engineering capabilities to facilitate the maintenance
of complex multi-vendor environments. With this service you can obtain rapid support
and guidance to better leverage your existing technology investments.
Standard Services
- Rapid Response On-Site Technical Support Upon customer request, a Systems
Engineer will be dispatched. A 24 hour Service Level Agreement will ensure that
resources are available when they are needed. While on-site, the Engineer will
work with manufacturers' support when necessary to resolve critical issues,
manage escalations and will interface with IDS' Technical Account Manager. As a
result, issues will be resolved more quickly and efficiently leading to increased
productivity.
- Personnel Transition Assistance IDS helps to deliver efficient and effective
training for new System Administrators. Our Engineers will also coordinate a comprehensive knowledge transfer to
include necessary reviews, additions and changes in system deployments.
- Annual Full Site Review This service consists of a validation process for fully
deployed supported systems. An on-site Engineer will perform a health check
and provide recommendations for improvements to storage, networking,
software agents and modules, configuration and policies. In addition,
documentation will be updated to reflect production environment changes.
- Regular Conference Call On a semi-monthly or monthly basis, a scheduled call
with IDS' Technical Account Manager will ensure smooth on-going operations
and a proactive resolution of issues. During the call, the status of any open
issues will be reviewed, as well any others that are of concern. Future Systems
Engineer visits will be scheduled and confirmed.
Optional Services
- Assessment and Design Services
- Upgrades, Additions and Changes to Existing System Deployments
- Knowledge Transfer
- System Care Review
- Backup, Archival and Replication Optimization
- Documentation Creation and Maintenance
Comprehensive Professional Services Offerings
IDS' Enterprise Services organization offers a broad array of services. Based on a client-centric flexible approach,
organizations of all sizes can acquire these services precisely when they are required.
All engagements involve the deployment of IDS' Professional Services team. Each highly skilled member posesses the knowledge and
experience to effectively meet client needs. Team members may include an IDS Project Manager, Technology Architects and one or more Systems
Engineers. Resources are deployed as required throughout the engagement to ensure that project objectives and deadlines are met.
Contact your account representative for details on how to build a customized service offering for your organization.
|
