RTS – Remote Technical Support

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Availability of a qualified and competent team in the areas:

  • IT
  • NETWORKING
  • SECURITY
  • CLOUD
  • INFRASTRUCTURE
  • VOIP

Service provided REMOTELY to facilitate rapid support for the management of problems relating to the areas listed

Aimed at ensuring a valid response to the administration needs of all or part of the IT infrastructure in use

Intervenes according to the Contracted SLAs

SM

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Service Manager

SD

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Service Desk

SL1

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Support Level 1°

SL2

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Support Level 2°

SL3

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Support Level 3°

REP

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Reperibilità

RTS

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Remote Support Service
  • Administered with the involvement of the Service Manager and Service DESK
  • Supported by 1st, 2nd and 3rd level teams
  • Guarantees REMOTE technical support in all areas involving the Lan & Wan Solutions business areas:
    1. INFRASTRUCTURE: Copper cabling, Fiber Optic, Rack cabinets, Environmental conditioning, Environmental detection probes, UPS, Video surveillance
    2. NETWORKING: Distribution infrastructure (Switch), Router, Perimeter security devices (Firewall), Wi-Fi infrastructure
    3. VOIP: VoIP telephony systems on physical or virtual infrastructures
    4. IT: Microsoft Client and Server Systems, Linux Server Systems, Mail server, Remote Desktop Server, File Server, Print Server, Virtual Environment (Hyper-V, VMWare, AHV), Hyper convergence Systems, Storage (NAS, SAN), infrastructures Backup and DR, Antimalware Suite, Office365 Services, Clients, Printers, Office Applications
    5. CLOUD: VM instances on AWS and Azure cloud, SAAS services, PAAS services, Distributed backup solutions
    6. SECURITY: Detection and management of cyber threats
  • Ensures interventions for the restoration of anomalies or Improvement activities on all or part of the IT infrastructure in use, depending on the contract
  • Carries out the analysis of the recursion of the events by sharing the improvement needs with the customer
  • Guarantees problem solving through the involvement of all Lan & Wan Solutions business areas
  • Intervenes according to the contracted SLAs

NOT INCLUDED

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  • On-site support
  • On-call assistance
  • CONTINUOUS and PROACTIVE Performance and Capacity Management monitoring
  • Reporting services
  • Processes and infrastructure’s documentation
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