Support Services - Facilities Management

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Features & Benefits

Network Management
To ensure network is trouble free and well equipped.

Scope of Work

| Keep a comprehensive copy of Network Documents.
| Keep a detailed Data of Network issues & make timely suggestions for improvement.
| Fault Management - Identify LAN/WAN faults and get them resolved through vendors providing maintenance services.
| Uptime of network will be measured on yearly basis.

Asset Management
To build a database of current IT assets and implement a system to track any changes to the same

Scope of work

| Includes H/W - servers / desktops / printers / network equipment / communication equipment.
| Includes Software - licenses / media.
| Ensure that the asset database is always kept updated.
| Report any software licensing violation.
| Create h/w asset database by recording information like configuration details / sr nos /asset code/ wty / and AMC.
| Manage software licenses.
| Record all installation of new machines / movement within site / location, changes in configuration of machines.

Virus Control
Objective :To have an effective virus control mechanism

Scope of Work

| Applicable to all desktops/ servers/nb at all locations.
| Implement anti virus tool supplied by customer.
| Register & update latest versions of anti virus tools periodically as per contract with the anti virus tool vendor.

Mail Services
To ensure that the mail system functions smoothly and users stay connected

Scope of Work

| Mail account management - create / delete /transfer user accounts.
| Manage post offices and mailboxes.
| Monitor mail traffic and disk space usage for mail.
| Manage the delivery of mails.
| Generate MIS on mail traffic.
| Co-ordinate switch over to dial up mode for transfer of mail in case of line failure.

Vendor Management
To provide a single point of contact for interacting with the various IT vendors and getting the problems resolved

Scope of Work

| Specify all products, vendors, locations covered.
| Maintain database of the various vendors with details like contact persons, tel. Nos. , escalation matrix, response time and resolution time commitments etc.
| Log call with vendors.
| Co-ordinate with vendors and get problems resolved.
| Manage h/w & s/w maintenance contracts.
| Ensure vendors respond to and resolve the problems within time stipulated in their maintenance contract entered with the customer.

MIS REPORTS

| Monthly call reports (vendor wise)

Remote Management

Scope of Work

| Telephonic support to branches
| Isolation of calls on o/s level , network level , hardware level support
| Liasoning with outstation vendor whenever required

Backup Management
To ensure data protection

Scope of Work

| To ensure back up of server as per defined strategy
| Maintain log of back up
| Label media for easy retrieval & identification
| Ensure backup media is changed at mutually agreed frequency
| Ensure proper shut down of servers in office hours
| Ensure proper onsite / outsite storage of backup
| Ensure restoration drills at mutually agreed frequency

Name of Customers

| FCB-Ulka Advertising Ltd.
| SAP (I) Ltd.
| J. B. Chemicals & Pharmaceuticals Ltd.
| Alliance Capital Ltd.
| Ways (I) Ltd.
| Relinace Industries Ltd.

J. B. Chemicals & Pharmaceuticals Ltd.

Support Provided at:
Mumbai, Thane, Belapure, Ankleshwar Bharuch, Panoli, Daman.

Resident Enginners :
3 Nos.

Job Responsibility:
Asset Management
Network Management
Software Support (NT, Linux, Microsoft Window)
Backup Management
Antivirus Support
Call wise aging Analysis
System Support:
Compaq, HP, Sun Servers HCL/Assemble System
HP/Epson Peripharals.

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