OVERVIEW TECHNOGROUP DETAILED PORTFOLIO

Transcription

1 01 OVERVIEW OVERVIEW TECHNOGROUP DETAILED PORTFOLIO» 2018

2 OVERVIEW OVERVIEW OVERVIEW OUR RANGE OF AT A GLANCE MAKE IT BETTER CHECKED SERVICE MATRIX COUNTRIES COVERED DETAILED MANUFACTURER - SYSTEM - MODEL TECHNOGROUP SLAS WHY TECHNOGROUP? CUSTOMER REFERENCES! ABOUT TECHNOGROUP Founded in 1990, Technogroup is today the leading, independent IT provider for hardware and software in data centers. At the moment, 250 qualified employees in the DACH region provide professional service for the greatest possible availability of the IT environment. With independent companies in Austria and Switzerland, and now 37 service points throughout Germany, as well as in 50 global countries, with more than 100,000 spare parts and 90,000 systems, Technogroup ensures customer proximity and above-average short response times. The customer base covers 4,000 companies, distributed across all industries in industry, banks and insurance companies and public administrations. Additional services include administration services, installation, system moves, changes and updates and recycling, amongst others. Deep know-how and industry experience mean Technogroup can provide high service levels and low cost solutions to customers with a personal and professional approach.

3 OVERVIEW OVERVIEW SERVICE MATRIX OUR RANGE OF AT A GLANCE DIRECT COUNTRY WITH BEST SLA COUNTRIES THIRD PARTY MAINTENANCE MANAGED MONITORING OPERATION ADMINISTRATION IMAC/R SERVICE DESK SECURITY CLIENT (DESKTOP & LAPTOP ) LABOUR SYSTEM BACKUP ADDITIONAL DATA CENTRE FLOOR Germany Austria Switzerland Poland, IZ06, IZ06 Belgium, IZ06, IZ06 Czech Republic, IZ06, IZ06 Netherlands, IZ06, IZ06 Luxembourg, IZ06, IZ06 Hungary, IZ06, IZ06 Slovenia, IZ06, IZ06 France IZ: FIX TIME TA: TECHNICAL ARRIVAL

4 OVERVIEW OVERVIEW IN-DIRECT COUNTRY WITH BEST SLA SERVICE MATRIX OUR RANGE OF AT A GLANCE COUNTRIES THIRD PARTY MAINTENANCE MANAGED MONITORING OPERATION ADMINISTRATION IMAC/R SERVICE DESK SECURITY CLIENT (DESKTOP & LAPTOP ) LABOUR SYSTEM BACKUP ADDITIONAL DATA CENTRE FLOOR Turkey Bulgaria Portugal Italy Spain Denmark UK Finland Ireland Estonia Norway North America (USA) Canada IZ: FIX TIME TA: TECHNICAL ARRIVAL

5 OVERVIEW OVERVIEW SERVICE CENTRES / OFFICES COUNTRIES COVERED Hamburg Hamburg Bremen Soltau Hannover Bielefeld Dortmund Kassel Leipzig Hagen Utrecht Dortmund Hannover Magdeburg Berlin GERMANY Düsseldorf Köln Aßlar Suhl Trier Hochheim Dusseldorf Suhl Leipzig Frankfurt Trier Saarbrücken Darmstadt Hochheim / Frankfurt Worms Nürnberg Karlsruhe Ingolstadt Nuremberg Stuttgart Freiburg Ulm Corporate Headquarter Branch Service Centre Rothrist Lausanne Zurich Stuttgart Munich Linz Salzburg Graz Vienna SWITZERLAND AUSTRIA NETHERLANDS München Zurich Rothrist Lausanne Linz Salzburg Wien Graz Utrecht IZ: FIX TIME TA: TECHNICAL ARRIVAL

6 OVERVIEW OVERVIEW COUNTRIES COVERED INDIRECT COUNTRIES DIRECT /INDIRECT PRESENCE SUB-CONTRACTING LEVEL BEST SUPPORTED SLA DIRECT Turkey Indirect 1 Bulgaria Indirect 1 COUNTRIES DIRECT /INDIRECT PRESENCE SUB-CONTRACTING LEVEL BEST SUPPORTED SLA Portugal Indirect 1 Germany Direct 0 Italy Indirect 1 Austria Direct 0 Spain Indirect 1 Switzerland Direct 0 Denmark Indirect 1 Poland Direct 0, IZ06 UK Indirect 1 Belgium Direct 0, IZ06 Finland Indirect 1 Czech Republic Direct 0, IZ06 Ireland Indirect 1 Netherlands Direct 0, IZ06 Estonia Indirect 1 Luxembourg Direct 0, IZ06 Norway Indirect 1 North America (USA) Indirect 1 Canada Indirect 1 OUR PRESENCE Hungary Direct 0, IZ06 Slovenia Direct 0, IZ06 France Direct 0

7 OVERVIEW OVERVIEW DETAILED CHECKED SERVICE SERVICE TYPE DETAILS MANUFACTURERS SLAs Third Party Maintenance Services Support Contracts Provide support to EOSL devices for fixed term contracts on various SLA options. Includes break-fix, faulty part replacement, hardware availability and technician site visit to fix the problem. HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Managed Services Time & Material Adhoc IT- Support requests Includes Break-fix, faulty part replacement, technician onsite visit HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Monitoring Services Active Connecting to the system at regular intervals Processing of messages, generated by monitoring tools Provision of Level 1 solutions Remote/On-Site Event handling in line with SOPs Priority qualification Level 1 problem solution according to script/sop Event forwarding/escalation to Level 2, 3 Log file analysis Reports to the client Proactive system audit Dell, Fujitsu, HP, IBM, EMC², NetApp, Brocade, Cisco Monitoring Services Passive Receipt and management of messages, generated by monitoring tools Remote/On-Site Event handling in line with SOPs Priority qualification Event forwarding/escalation to Level 1 Reports to the client Dell, Fujitsu, HP, IBM, EMC², NetApp, Brocade, Cisco Operation Services HW Support across all platforms Implementation of predefined and planned tasks in line with SOPs Remote/On-Site Initiate, control, document and if necessary escalate backup procedures Initiate, control, document and if necessary escalate failover testing Implement problem solutions and workarounds HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Operation Services Software Support Implementation of predefined and planned tasks in line with SOPs Implementation of problem solutions and workarounds Remote/On-Site Start/Stop partition/engine, database etc. in line with SOPs Backup of files, databases Clean up and defragment files Virus checks Call ownership and call tracking Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/os, Hyper-V, MySQL, DB2, Access, Sophos, McAfee, Kaspersky, Tivoli Operation Services Asset Management Assets in client DB taken over and managed Provision of an asset DB Input and management of the assets Remote/On-Site Asset monitoring and identification of the configuration by software Enter reports of asset additions and disposals in the DB License management Relevant IT Assets Administration Services END USER ADMINISTRATION Support and updating the IT workstation environment Remote/On-Site Processing service requests Create and terminate end user accounts, etc. End user mailbox management End user profile management, restore etc. Implement problem solutions and workarounds Drive mapping Award rights Call ownership and call tracking Windows, Linux, MySQL, DB2, Access, Tivoli, Outlook, Notes, LDAP Administration Services DATA CENTER ADMINISTRATION Support and updating the computer centre environment Remote/On-Site Processing service requests Patch and update management Server, storage and network configuration Implement problem solutions and workarounds Call ownership and call tracking HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², Overland Quantum, Brocade, Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/os, Hyper-V IMAC/R INSTALLATION OF HARDWARE AND SOFTWARE COMPONENTS Planning, installation and turnkey of H/W and S/W in datacentre and client environment Installation of hardware taking operationally relevant conditions into consideration Initial installation of operating systems, Middleware and applications Rollouts Processing service requests Definition of change application parameters HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², Overland Quantum, Brocade, Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/os IMAC/R RELOCATION OF SYSTEMS Planning and implementation of IT relocations Advise, planning and execution as general contractors Disassembly, transport and re-assembly of IT systems and equipment Prepare the infrastructure for reassembly on location Processing service requests HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp,

8 OVERVIEW OVERVIEW DETAILED CHECKED SERVICE SERVICE TYPE DETAILS MANUFACTURERS SLA'S IMAC/R INSTALLATION OF ADDITIONAL HARDWARE AND SOFTWARE Installation of individual HW and SW components as required by clients Define the resources required (features, systems, etc.) Feasibility study, assessment of requirements Definition of change-application parameters Physical installation Processing service requests HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², Overland Quantum, Brocade, Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/os IMAC/R CHANGE AND UPDATING OF EXISTING CONFIGURATION Planning and implementation of changes in datacentre, network and client environments Patch and version management Realization of rollouts, migrations, etc. Realization of cabling changes Image generation and dissemination Definition of change application parameter Physical installation Processing service requests HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², Overland Quantum, Brocade, Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/os IMAC/R REMOVAL/DISPOSAL OF OLD SYSTEMS Purchase or specialized and certified disposal of equipment and components Certified deletion of data media on/off-site Disassembly and removal of equipment ready for disposal Transport of data media in sealed containers Processing service requests HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp SERVICE DESK SINGLE POINT OF CONTACT MODEL Call handling, forwarding and reporting in line with SOPs Use of TG-ITSM or client ITSM Remote/On-Site English & German speaking language, Other languages on request HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp SERVICE DESK SOLUTION AND DOCUMENTATION OF 1ST OR 2ND LEVEL CALLS Call handling, devising Level 1 and 2 solutions, forwarding and reporting in line with SOPs Use of TG-ITSM or client ITSM Remote/On-Site English & German speaking language, Other languages on request HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², Overland Quantum, Brocade, Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/os SECURITY SECURITY Regular measures to maintain the security level Gateway security Client & mobile security Remote/On-site Updating the corporate network to prevent authorized access Vulnerability assessment (security check, penetration tests) Planning and realization of security audits (BSI basic protection) Compile/optimize/evaluate rules/guidelines for in-company use of IT (organizational) Adaptation/optimization of security parameters for the Internet Gateway Endpoint security management Administration of two-factor authentication solutions Manage/secure/protect mobile devices Check Point, Palo Alto Networks, Sophos Dell SonicWALL, Safe Net, Trend Micro CLIENT (Desktop & Laptop Services) CLIENT Cross-platform management of the workstation environment available on-site dedicated support or Field service Rollout Mastering Imaging Mobile device management Client management (installation, distribution, manage, inventory, patch, secure, restore) Expanded hardware guarantee services and guarantee extensions Barramundi, Sophos Mobile Control, Symantec (Norton) Ghost,HP, Dell Lenovo, Acer, Microsoft, Samsung, Apple, LG, HTC,Nokia, Canon, Xerox Lexmark, Kyocera, Epson, Brother, Oki, Ricoh, Epson, Fujitsu IT Labour Services Part time or Full time Dedicated technicians available on contractual basis to support your IT needs on-site HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp System Backup Services Disaster Recovery Services TG NES.i NA HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp Data Centre Floor Services Data Centre Floor Services On-site activities according to instructions e.g. by manufacturer or caller Escort service third party technician for manufacturers or others Construction of new servers / components (including power connection / console / LAN / ilo-config (including LDAP) / labelling) Exchange of components in case of failure on systems outside the service contract Extensions of components Dismantling and disposal of old components Cabling Visual / auditory check for noises on alarm LEDs / status codes and transfer to the UM SD Moving internally a machine Intel or similar (2U, removal and installation of rack rails, wiring, labelling) Exchange Tapes to Existing Library (Add, Remove, Replace Data and Cleaning tapes) HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp

9 016 OVERVIEW 017 OVERVIEW MANUFACTURER SYSTEM MODEL» IBM / LENOVO DELL HP SYNOLOGY QNAP «NAS / STORAGE NAS / STORAGE Blade Center System p System x System z System i ThinkServer Flex System DS3000 DS8000 XIV N Series SVC Storwize TS 1xxx / 2xxx / 3xxx / 4XXX / 7xxx LTO, DAT, DLT, SDLT, Jaguar SAN please refer Cisco and Brocade» HITACHI «AMS WMS-HUS Thunder 9200, 9500V Tagmastore USP, USP-VM, NSC» EMC «VNX (e) Clariion CX Celerra Centera Symmetrix DMX Data Domain VMAX SAN please refer Cisco and Brocade PowerEdge PowerEdge Blade PowerEdge VRTX PowerVault EqualLogic PowerVault SWITCHES Xxxxx SAN please refer Brocade» CISCO «UCS Series MCS Series SWITCHES Catalyst / Nexus Series MDS Series» BROCADE «SAN Switches McData Directores OEMs ProLiant Integrity Itanium Alpha NonStop Blade MSA EVA XP LeftHand 3Par (E, S, V, T Series) MSL ESL EML LTO (Ultrium) SWITCHES PRO Curve / Aruba» SUPERMICRO «SuperServer SuperBlade MicroBlade UltraServer FatTwin TwinPro STORAGE SuperStorage NETWORK Switches WORKSTATIONS SuperWorkstations RS-Series RC-Series DS-Series SS-Series TS-Serie s UX-Series TVS-Series REXP-Series» SUN / ORACLE «StoreEdge 99x Systems Storage / StorageTek 6xxx Arrays Storage 25xx Arrays Storage J4xxx StoreEdge 3xxx Arrays StoreEdge Lxxxx StorageTek SL8500 SL3000 StorageTek PowderHorn LTO, DAT, DLT, SDLT SPARC SUN / Oracle T, V, M Series Ultra Enterprise Blade x86 STORAGE Oceanstor 9000 Oceanstor UDS Oceanstor VTL6900 Oceanstor 6800 V3 Oceanstor Series Oceanstor 5300 / 5500 / 5600 / 5800 V3» APPLE NETGEAR «STORAGE OS X Server TABLETS ReadyNAS ReadyDATA ipad, ipad Air, ipad mini NETWORK SMARTPHONES» QUANTUM «MacBook, MacBook Air, MacBook Pro imac Mac Pro, Mac mini Switches WLAN Scalar ixxxx SuperLoader 3 LTO, DAT, DLT, SDLT iphone DESKTOP / NOTEBOOKS» FUJITSU «Primergy SUN / Oracle X, V Series Blade» OVERLAND «NETRA Netra Sparc Netra x86 Blade NEO 200s 400s NEO NEO 2000e 4000e» NETAPP HUAWEI «FAS2000 FAS3000 FAS6000 FAS8000 Series RH Series E Series / Blade X Series Hyper-Converged Fibrecat SX Eternus DX Eternus LT SPARC Primepower Sparc Enterprise M Series Sparc Enterprise T Series

10 ipad OVERVIEW OVERVIEW THE TECHNOGROUP SLAs SUPPORT CONTRACT SLA OPTIONS DEFINITION PRIORITIES 5X13-5X13-TANBD 7X24-7X24-TANBD 5X13-5X13-IZ06 5X13-IZ08 13 Hours 5 Days support with Technical Arrival within 04 hours 13 Hours 5 Days support with Technical Arrival within next business day 24 Hours 7 Days support with Technical Arrival within 04 hours 24 Hours 7 Days support with Technical Arrival within next business day 13 Hours 5 Days support with Fix Time within 04 hours 13 Hours 5 Days support with Fix Time within 06 hours 13 Hours 5 Days support with Fix Time within 08 hours Priority 1: System failure 5X13-IZ12 13 Hours 5 Days support with Fix Time within 12 hours Priority 2: Considerable system limitations 5X13-IZ24 13 Hours 5 Days support with Fix Time within 24 hours Priority 3: Minor limitations for system and high availability 5X13-IZ48 13 Hours 5 Days support with Fix Time within 48 hours Priority 4: RZ (electronic data processing centre) operation not affected 7X24- w24 Hours 7 Days support with Fix Time within 04 hours 7X24-IZ06 24 Hours 7 Days support with Fix Time within 06 hours GUARANTEED VARIOUS SUPPORTED SLAs AND THEIR DEFINITIONS 7X24-IZ08 7X24-IZ12 7X24-IZ24 24 Hours 7 Days support with Fix Time within 08 hours 24 Hours 7 Days support with Fix Time within 12 hours 24 Hours 7 Days support with Fix Time within 24 hours Restoration of operability within 4 hours after the fault is registered 7X24-IZ48 24 Hours 7 Days support with Fix Time within 48 hours IZ06 Restoration of operability within 6 hours after the fault is registered 5X13-TA01 13 Hours 5 Days support with Technical Arrival within 01 hour IZ08 Restoration of operability within 8 hours after the fault is registered 5X13-TA02 13 Hours 5 Days support with Technical Arrival within 02 hours IZ12 IZNBD Restoration of operability within 12 hours after the fault is registered Restoration of operability within 24 hours after the fault is registered 7X24-TA01 7X24-TA02 24 Hours 7 Days support with Technical Arrival within 01 hour 24 Hours 7 Days support with Technical Arrival within 02 hours OUR SLAs 9:45 AM 100% IZ48 Restoration of operability within 48 hours after the fault is registered 5X13-IZ01 13 Hours 5 Days support with Fix Time within 01 hour Technical Arrival within 04 hours after the fault is registered 5X13-IZ02 13 Hours 5 Days support with Fix Time within 02 hours TA08 Technical Arrival within 08 hours after the fault is registered 7X24-IZ01 24 Hours 7 Days support with Fix Time within 01 hour TANBD Technical Arrival within 24 hours after the fault is registered 7X24-IZ02 24 Hours 7 Days support with Fix Time within 02 hours

11 020 OVERVIEW 021 OVERVIEW CORE EXPERTISE IN ENTERPRISE SYSTEMS-, STORAGE, CONNECTIVITY WITH OVER 25 YEARS OF EXPERIENCE WHY TECHNOGROUP IT SERVICE? LEADING PROVIDER OF THIRD PARTY MAINTENANCE AND IT IN EUROPE REGION 50+ COUNTRIES SUPPORTED GLOBALLY 35MN+EUROS REVENUE IN ,000+ CUSTOMERS GLOBALLY 90,000+ ENTERPRISE SYSTEMS 99.99% SLA ACHIEVEMENT RECORD FLEXIBLE 90 DAYS PAYMENT TERMS 10+% STEADY REVENUE GROWTH SINCE *7*365 SUPPORT DESK WITHIN 15MINS CALLBACK FOR EACH CASE LOGGED WITH US FLEXIBLE & CUSTOMIZED CONTRACTS 37 SERVICE POINTS THROUGH GERMANY & 9 WAREHOUSES ISO CERTIFIED ORGANIZATION COMPETITIVE PRICING STRUCTURE CERTIFIED SUPPORT TEAMS

12 OVERVIEW OVERVIEW CUSTOMER REFERENCES PARTNERS

13 CONTACT INTERNATIONAL BUSINESS SABINE WIEFELSPÜTZ HEAD OF INTERNATIONAL BUSINESS Feldbergstraße 6 D Hochheim Phone: Fax: s.wiefelspuetz@technogroup.com M Technogroup IT-Service GmbH