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I GA r.,.0 M <br /> Labor-Based Technical Support: <br /> Labor-based technical support solutions are available to provide onsite technical support, <br /> remote technical support, and remediation of technical issues designed to maintain network <br /> components to ensure equipment operates at manufacture and industry-specified <br /> performance levels. <br /> Our Solutions provide the following: <br /> • Access to qualified technical assistance <br /> • Ongoing operating system software updates and upgrades <br /> • Systems diagnostics and remediation on select devices <br /> • On-demand and scheduled onsite technical support <br /> To be scheduled with GigaKOM and the client, based on recommendations from GigaKOM, we <br /> provide solutions that include: <br /> • Network Device Configuration Backup <br /> • Scheduled Network Software upgrades <br /> • Network Device IOS and Enhancement Review <br /> • Weekly Windows Server Security and Health Check <br /> • Server Operating System and Security Patching <br /> GigaKOM Standards for Performance <br /> • Initial Engagement and Yearly Network Discovery and Mapping <br /> • For all activity performed on a network,status reports of actions taken and tasks <br /> completed are provided. <br /> Network Restoration Process <br /> Description: GigaKOM will do the following activities over the term of the project as services are <br /> required. <br /> 1) Receive incident or request notifications from Client personnel. This notification will come <br /> from the Client personnel who receive and respond to the initial problem call from the end user <br /> and will only be forwarded to the GigaKOM technicians. <br /> 2) Record all problems and request tickets in the GigaKOM ticket management system. <br /> 3) Perform "second level" incident and request handling using GigaKOM remote engineers. If <br /> necessary, we will dispatch a local GigaKOM field engineer. Additional engineers will be <br /> dispatched as needed to meet the service response requirement and will be dispatched <br /> immediately for more critical network-down situations. <br /> 4) Provide "ownership to resolution" of GigaKOM handled incidents, report on the progress of <br /> problem resolution, confirm resolution of the incident with Client personnel, and log final <br /> resolution. <br /> 5) Prioritize activities in accordance with the documentation and procedural standards developed <br /> by GigaKOM and agreed to by the Client. <br /> 6) Coordination and scheduling of GigaKOM resources. <br /> HQ:9245 Activity Road,Suite 105 I San Diego,CA 921261 Phone:858-769-5408 I Fax: 858-565-2453 <br /> 17 <br />