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Outsourcing
Arabesque’s Infrastructure vision is to help our
customers realize the value of their investments in the
IT Infrastructure, and make the IT Infrastructure a
strategic asset that enables agility in customers’
organizations. An agile organization is adaptive to the
industry environment and has the ability to bring new
products and services to market in a timely and
cost-effective manner, by connecting people,
information, and business processes to increase market
responsiveness, thus eliminating inefficiencies.
Arabesque’s vision includes having a mature IT
infrastructure that operates securely, efficiently, and
productively. Building IT standards and ensuring
conformation to those IT standards are key to innovation
as well.
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• Resident Engineers.
Resident Engineer is one of the services that our
Infrastructure Departments provides to our customers who
want to maintain and administer their network in a
proper way. We can provide our customers with a Full
Time Resident Engineer to work in the customer premises
during the customer work time and do all the tasks
requested by the customer in addition to his full
concentration on the network and its full time
availability. The Resident Engineer Service covers the
following:
• The duration of this service is one full
year.
• The resources type of this service is Arabesque
Support Engineer.
• The outcome of this services is :
o To maintain the environment either proactively or
reactively
o Weekly Report from Resident Engineer to his direct
Manager assigned by the customer. This report includes
all the daily tasks done by the Resident Engineer.
o The resident Engineer takes care of the customer
network by maintaining all Microsoft Servers and
Services. His main tasks to keep the network up and
running 24/7.
• ISPEREN - Total Care
ISPEREN Service stands for “Incident Support Plus
Resident Engineer”. On this service we provide a new
type of services which is the Incident Support Service.
This type of service we provided for our customers who
needs our full support for their network. Our Resident
Engineer will visit the customer on defined dates as the
customer required, and each visit is based on defined
hours , also as the customer required. For example, we
can provide Resident Engineer to visit the customer
three visits per week, and the period of each visit is
two hours. During the visits, the Resident Engineer will
do the following:
- Check the server activity and check that there is no
problem in the Event Viewer.
- Solve the problems (when existing) on the Event
Viewer.
- Check and scan viruses and clean them if needed.
- Make sure that the client PC is running smoothly
without any problem
- Make sure that the Backup Software and the Backup
device are working properly.
- Solve problems reported by the customer.
- Check that all software is running smoothly on the
client workstation
- Check Network connectivity (if noticeable).
- Check the Internet connectivity for any
security break-up (if noticeable).
- Advice on how to utilize network utilities, home
directories and other resources.
- Deploy Server update and patches.
In addition to that, we added our Incident Support Level
to this Agreement, which will cover all the problems
that faces the customer which requires additional more
experienced engineers to solve any problems that faces
the customer during the off – visit time. We allocated
certain number of Free Incident Supports which the
customer can use totally free of charge to solve any
disaster or high severity problem that faces any
Business Critical Server. For such problems we will
respond immediately to the customer request and provide
the full experienced Senior Engineer to attend this
problem and resolve it successfully. Also if this
problem requires any support from Microsoft, we can
engage Microsoft Support Engineer to work with our
Senior Engineer to solve this problem in a very short
time. We define an Incident as a single support issue
which faces any business critical server or application
running under the customer network, and all the
reasonable effort (s) needed to resolve it. A single
support issue is a problem that cannot be broken down
into subordinate problems.
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Features that typically distinguish Arabesque Services
engagement from others include:
• Infrastructure Solutions that uses the latest
Microsoft Technology and Products, direct access to
Microsoft's expertise including research and
development, and strategic technical direction for
enterprise computing.
• Early adoption of technology products before the
general IT industry experience has matured, by doing
internal tests on all Microsoft Products which comes as
BETA Version and participates on the Bug Reports to
Microsoft Team. By doing this test on all Microsoft Beta
Products we become more familiar with the technology.
• Infrastructure Support services where arabesque is
accountable for the right level of support for its own
Customers through its various Support Level Agreements
we have with our Customers.
• Unusual and/or higher risk technology projects, where
Microsoft Services involvement can mitigate the
technical risk level.
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