Service programme

Description

Service levels

SERVICE / LEVEL	COMPLEX	EXTENDED	STANDARD
Remote support	✔	✔	✔
Incident support	✔	✔	✔
Scheduled Maintenance	✔	✔	✔^*
Change management	✔	✔
Technical monitoring	✔
Consulting services	Available upon request

______________
*planned maintenance under Standard support is available for engineering and physical security systems.

Remote support

Consulting enables Customers to obtain expert consultation on various technical issues:

system administration
configuration options
hardware and software installation and setup

Service is provided by:	phone, email
Consulting limits:	unlimited
Service hours, UTC +5 Depending on customer`s needs	8x5, 9:30 to 18:30 on business days 10x5, 8:00 to 19:00 on business days
Responce time Depending on customer`s needs	4 hours (business days) 8 working hours (business days) Next business day

Incident support

Encompasses various measures related to IT-infrastructure repair and maintenance:

hardware and software diagnostics
connection repairs, mechanical damage repairs
equipment repair or replacement
software maintenance
lab work for failure simulation
post-repair system testing and configuration

Service is provided:	on-site, remote access
Service hours, UTC +5 Depending on customer`s needs	8х5, 9:30 to 18:30 on business days 10х5, 8:00 to 19:00 on business days 24х7
Response time Depending on customer`s needs	4 hours (business days) 8 working hours (business days) Next business day
Restoration time	individual

Additionally, option of spare parts storage for quick replacement and RMA service is available.

Scheduled maintenance

This service includes scheduled maintenance and diagnostics for supported IT and engineering systems:

cleaning service
log collection and analysis
configuration backups
proactive equipment diagnostics for failure preconditions and normal wear
expendable materials replacement
updates (for software products)

Service is provided:	remote access, on-site
Service hours, UTC +5 (Customer selectable)	8х5, 9:30 to 18:30 on business days in accordance with the maintenance schedule

Maintenance periods and scheduling are based on vendor recommendations and Customer requirements.

Change management

This service covers planned and unplanned change management concerning current system configuration:

config changes implementation
security policy changes implementation
software updates installation
customer-implemented changes analysis

Service Time, UTC +5
Depending on customer`s needs

8х5, 9:30 to 18:30 on business days
24х7

Technical monitoring

This service enables real-time IT and engineering infrastructure monitoring using specialized hardware and software tools:

real-time incident information collection
alarms for Customer and USSC engineering staff
automated service request generation to decrease infrastructure downtime

Consulting services

This service is provided on request for Customers with Individual support plans.

Consulting can help with strategic IT-development questions as well as ongoing system and hardware upgrades.

We offer on-site consulting services for Customer management and engineering staff and participate in various workgroups and meetings as external experts.

USSC can design new or update applicable system documentation, streamlining infrastructure maintenance.

Custom training courses for Customer staff that cover implemented systems are available for both hands-on and remote training.

Request an individual consulting session on available tools and services.

Order

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