AIMS CUSTOMER HAND BOOK THANK YOU FOR CHOOSING AIMS AS YOUR PREFERRED SERVICE PROVIDER.

Transcription

1 AIMS CUSTOMER HAND BOOK THANK YOU FOR CHOOSING AIMS AS YOUR PREFERRED SERVICE PROVIDER. It is our pleasure to provide you with the fullest of Informations to enable you to obtain the best from our services. This customer handbook sets out our responsibilities and defines the use of our data centre facilities. This handbook is intended as a guide only. It does not constitute a contractual obligation between AIMS and our customers. If there are any discrepancies between this handbook and the services defined in the respective Agreement with our customers, the Agreement will take precedence. Please refer to the Acceptable User Policy and House Rules and Regulations in our website for complete guidelines on the use of our services.

2 CHAPTER CONTENTS 1 Contact Us 2 Committed To You 3 AIMS Customer Portal 4 Visiting The Data Centre 5 Smart Data Centre Rules 6 Equipment Related Notice 7 Smart Hands Services 8 Accessing Remote Hands Support 9 Reporting And Escalating Faults 10 Maintenance 11 Billing 12 We Are Here For You

3 1 CONTACT US Commercial Your appointed Client Manager T F E sales@aims.com.my New services Upgrade Requests Contract Issues Quotations Monday Friday: 8.30am-5.30pm, Excluding public holidays Operations Service Management T *ext 381/379 F E service.delivery@aims.com.my Monday Friday: 8.30am-5.30pm, Excluding public holidays Service Operations Centre (SOC) T *ext 370 H.P E noc@aims.com.my 24 hours a day, 7 days a week Billing Finance T *ext 315 F E billing@aims.com.my Monday Friday: 8.30am-5.30pm, Excluding public holidays Installation Provisioning Progress Updates Services Acceptance Customer Portal Incident Management Smart Hand Services Service Request Billing Queries To find out more about our product & services:

4 2 COMMITTED TO YOU We want to exceed your expectations. We aim: To continuously create value that meets and exceeds customer specifications; To consistently achieve operational excellence and; To comply to applicable legal and regulatory requirements, business and contracted security assurances. We practice: Customer Focus Understanding customer requirements and strive to exceed their expectations. People Leadership We continuously nurture and cultivate our workforce for the betterment of the organisation and our customers. Process Approach We improve the way we work to achieve efficiency. Continuous Improvement We adopt best-practices to achieve operational excellence. IS : 2013 Information Security Management system IS0 9001: 2008 Quality Management IS Information Technology Service Management Payment card industry Data Security Standard (PCI DSS)

5 3 AIMS CUSTOMER PORTAL Our Customer Portal is a web-based application that is accessible from any location with an Internet connection - Convenient, easy, any time. The portal is equipped with a full suite of administrative rights and built to enable your ease of use. You can: Register your visit to AIMS Data Centre. Retrieve records of your visit history. View your account information, rack details and service(s) subscribed. Create and edit your authorised personnel s details. Set up approval of your maintenance contact personnel. Submit your feedback, suggestion and complaint. If you have not received your login ID or encounter any difficulty accessing the Customer Portal, please contact our Service Delivery personnel at service.delivery@aims.com.my A complete manual is available in the portal. Login here to find out all about it:

6 4 VISITING THE DATA CENTRE 1. All visits must be scheduled with prior notice. Please submit the following information via the Customer Portal at least one (1) working day before your intended visit: a. Date and time of the visit. b. Name of the authorised personnel and the NRIC/passport number. c. Number of accompanying staff (max 5 per visit). d. Purpose of the visit. e. Name/s of guest or VIP (if any). 2. On the scheduled day of visit, please: a. Produce identification (NRIC/passport/a valid driver s license) at Security in the Command Centre for verification via the Visitor Management System (VMS). Wear and display your AIMS Visitor Pass at all times. Your access may be denied if you fail to do so. 3. Ensure that all passes are returned to Security at the end of your visit. Access passes are the property of AIMS. Any loss or damage can result in a penalty of RM Authorised Personnel Maintain a regularly updated authorised personnel list via the Customer Portal. Your list must name all staffs/contractors designated to access the Data Centre on your behalf.

7 5 SMART DATA CENTRE RULES Visitors to the Data Centre are PROHIBITED FROM: Taking any photography and video. Creating audible sound/noise from any sources. Acting unprofessionally, offensively and inappropriately. Eating, drinking and smoking. This also covers the areas in the vicinity of the Data Centre, including the toilet and lobby areas. Being in possession of explosives, weapons, hazardous and radioactive materials. Opening, accessing, interfering and copying any equipment or hardware on the premises that does not belong to you and/or belongs to a third party. Blocking, disconnecting and/or altering the position of any security, or otherwise, of devices that are in-situ. Breaking the Emergency Door Release, except only in case of fire or emergency. Pulling, cross-connecting and/or tampering with the data cables on the rack. Connecting, disconnecting and/or altering the existing cross-connections on the Meet-Me Patch Panel. Removing any raised floor tiles. Drilling and/or penetrating the racks, tiles and walls. Damaging the fire detectors, gas suppression pipes and the HSSD pipes. Storing any equipment boxes, combustible items and/or flammable material on the racks. The above list is inexhaustible. Please contact our SOC if you are uncertain of any matter.

8 6 EQUIPMENT RELATED NOTICE Delivering equipment: 1. Please inform our SOC in writing at least one (1) working day before delivery of equipment to AIMS. 2. A duly completed and signed Equipment Acceptance Form with EWORF ID is required if AIMS were to accept the deliveries on your behalf. *AIMS does not bear responsibility for any loss/damage of the deliveries Unpacking equipment: Equipment must be unpacked at the designated loading bay before being moved into the Data Centre. Storing equipment: All equipment may be stored at AIMS, subject to a storage fee. * * Please obtain prior approval and ascertain space availability from AIMS to avoid any possible disappointment. Installing equipment: 1. Notify our SOC in writing at least one (1) working day before any movement of equipment into the Data Centre. 2. A duly completed and signed Equipment Declaration Form is required when installing the equipment into the Data Centre. 3. Before any installation and/or maintenance, your designated personnel is advised to implement a Power Test under AIMS supervision at our External Prep Room. This is to check for equipment faults (if any) and ensure that any power leakage or other faults will not detrimentally affect the general power supply or any other equipment. Moving equipment: 1. Notify our SOC in writing at least one (1) working day before any movement of equipment into and/or out of the Data Centre. 2. A duly completed and signed completed Equipment Declaration Form must be submitted to the SOC. 3. SOC approval and notification must then be obtained before the move. 4. Movement of equipment into and/ or out of the Data Centre by a One-Time Visitor is not allowed. Note: AIMS reserves the rights to reject/ reschedule any equipment movement at any point of time. Should you require assistance with your installations, please refer to SOC Engineering Support. The Support can be called upon for any scheduled or assigned maintenance for a prescribed fee. Please contact noc@aims.com.my with all your queries.

9 7 SMART HANDS SERVICES The Smart Hands Services (SHS) involves our SOC Engineers physically managing your equipment or entering your colocation space to render the specific assistance that you may require. Level 1 Smart Hands Services: Involve basic support services that require no longer than 15 minutes. These tasks may involve: Rebooting or power cycling; Resetting sub-equipment by ejecting the device and re-inserting it without removing it; Reading serial numbers; Relaying status of equipment status indicators; Pushing a button or toggling a switch; First-time patching for newly laid AIMS cross-connect orders. Note: Any Level 01 SHS request which exceeds or is estimated to require more than 15 minutes handling time will fall under Level 02 SHS. Our SOC Engineers will give you an estimate of the time required before proceeding with the task. A customer is only allowed to make a Level 01 SHS request up to three (3) times within 12 hours. A task that exceeds the limit will fall under Level 02 SHS. Level 2 Smart Hands Services: Involve advanced 24 x 7 support services, based on a prepaid plan or on an ad hoc-hourly rate. Providing visual verification (remote eyes) to assist remote troubleshooting. Plugging in a console port for remote management. cross connects. media. Replacing or verifying the connectivity integrity of is subscribed). Adding, removing or verifying a demarcation label. circuits (except when AIMS Network Resell circuit connection is subscribed). Troubleshooting of customer s equipment with customer assistance. ACCESSING LEVEL 2 equipment /allocated rack SMART HANDS SERVICES 8 space within the Data Centre. Labelling equipment and cable connections. Assisting with physical installation, relocation or movement of customer s equipment. Shipping and handling of RMA equipment. module or card, disk drive, memory. Installing or swapping pre-configured equipment or components. Performing diagnostic and signal testing on circuits using diagnostic equipment. Providing access to CCTV footage/access logs. Assisting with customer s audit documentation and onsite auditing. Providing AIMS Subject Matter Expert support and assistance on customer s planned or maintenance activities.

10 8 ACCESSING LEVEL 2 SMART HANDS SERVICES Authorised Personnel via our Customer Portal. Level 2 Smart Hands Services Packages Duration RM (Per Man-hour) AD hoc (one time) One hour block RM Prepaid (validity: 3 months from date of subscription) 20 man-hours 30 man-hours RM RM man-hours RM Please contact our SOC team noc@aims.com.my if you are uncertain of any matter.

11 9 INCIDENT RESOLUTION & ESCALATION Incident resolution and escalation list: level Time Frame Title 1 Immediate Service Operations Centre (SOC) 2 30 min. Shift-Lead, Service Operations Centre 3 1 hr. Team Lead, Service Operations Centre 4 2 hrs. Head, Service Operations Centre 5 3 hrs. Head of Operations 6 4 hrs. Chief Operating Officer Please refer separate attachment for detailed escalation procedures on: Appendix A - AIMS Escalation Procedure

12 10 MAINTENANCE To ensure the smooth running of our systems, AIMS conducts regular maintenance on the network and data centre infrastructure. These sessions are always planned and scheduled. Every effort will be made to minimise service disruption during these short sessions. All customers will be notified of each session fourteen (14) days prior to the session. Please refer to your Planned Maintenance Contact in the Customer Portal for your notification. You will receive periodic maintenance updates from us by . Emergency Maintenance In the event of a critical situation that requires an emergency action, AIMS will use its best endeavours to contact you via the names listed in your: Planned Maintenance Contact and/or; Primary Authorised Contact and/or; Secondary Authorised Contact. By and telephone at the earliest opportunity.

13 11 BILLING Please direct all billing enquiries to: All invoices are processed and sent by the 14th day of each month Payment is due 30 days from the date of the invoice. Failure to pay within the 30 days will render the account delinquent, which may result in the suspension of our contracted service. There will be no removal of any equipment at AIMS for all overdue accounts. Such removal can only be effected when the account is settled.

14 12 WE ARE HERE FOR YOU IT IS OUR COMMITMENT AND RESPONSIBILITY TO ENSURE THAT YOU ARE WELL SERVED AT AIMS. Your feedback, comments and/or concerns on our services are welcome Please us your feedback and suggestions to: AIMS Group of Companies Ground Floor, Menara AIMS Changkat Raja Chulan, kuala Lumpur T: F: E: W: