Support services assist and complement the work of IT system operators. These
help to guarantee high quality system operation which is capable of fully satisfying
the needs of a particular company or organization. Support services include SLA
based reactive and proactive activities aimed to increase availability, as well
as overall audits and consulting activities defining medium and long-term operations.
The professional knowledge and experience of SRI Kft. in development and new
system implementation projects can further be utilized in technology support of
operating organizations. We have the experience and the skills on virtually all
professional levels within the organization, which in addition to experienced
professionals include the ITIL based 24 hours call center service and the 7x24
stand-by system covering engineering competences as well. Due to the wide range
of professional knowledge of the SRI professionals covering practically all areas
of IT infrastructure, we are able to provide high quality and efficient support
of complex IT systems.
Major service features:
Single point of contact solution, even for complex systems.
Defined and well-operating supporting processes
proactive and reactive services
Hardware tools: servers, storage systems
Basic infrastructure machine room, passive network elements, uninterrupted power
supply and power current systems.
WHY SYNERGON SYSTEM INTEGRATOR?
Synergon System Integrator has practice and experiences of over a decade in the
field of support to IT systems. We have set as an objective the constant improvement
of customer satisfaction. Therefore we can be proud to say that we have a highly
qualified and experienced staff capable of meeting the professional challenges,
and efficient processes fulfilling the needs of the customer by efficient processes.
SRI considers the expectations of the customers as the most important aspect in
each case, therefore it develops its services in a flexible way, in full compliance
with these needs.
FREQUENTLY ASKED QUESTIONS
What does 7x24 mean?
7x24 indicates service coverage, which in this case means that we provide coverage
on every day of the week, from 0 hours to 24 hours, 365 days a year.
Does support substitute the warranty of the manufacturer?
The service provided by us is much more than repair related to a device. Owing
to the complex nature of IT services, we would rather talk about systems than
tools. In the services recommended by us we commit to support systems.
Is system support the same as system operation?
No. System support does not deal with operating tasks falling into the category
of daily routine, such as administration, management of small impact changes,
etc., rather, it can provide assistance with the establishment of processes and
rules related to such activities.
The purpose of system support is to ensure the appropriate level of availability
through proactive and reactive activities and support the work of operating personnel.
What does SLA mean?
SLA (service level agreement) defines, separately for each system, what activities
need to be performed in the case of an incident or change, depending on its severity
/ priority, with what time coverage, and within what time. For example, if the
entire mailing system halts, which is a priority 1 fault, contact must be established
with the customer within half an hour, fault clearance must be started within
2 hours and the operation of mailing must be guaranteed within 6 hours, and all
that with 7x24 coverage.
MAJOR REFERENCES FOR SYNERGON GROUP