Maintenance Service include both hardware maintenance and support services, and network software maintenance and support services.
Hardware maintenance and support services are preventive and remedial services that physically repair or optimize hardware, including contract maintenance and pre- incident repair. Hardware support also includes online and telephone technical troubleshooting and assistance for setup, and all fee-based hardware warranty upgrades.
Sales of all parts are also included, exclusive of parts bundled with maintenance contracts.
Software maintenance and support services include long-term and pay-as-you-go support contracts. software support contract include remote troubleshooting and support provided via the telephone and online channels, as well as installation assistance and basic usability assistance. In some cases, software support service may include new product installation service, installation of product updates, migrations for major release of software and other types of proactive or reactive on-site services. Software products and technologies covered under this category include operating system and infrastructure software. Software support service don’t include the purchase of subscriptions that provide entitlement and rights to use future minor versions or future release of software.
Ticket Handling:
Ticket can have several aspects. Each ticket may have an urgency value assigned to it, based on the overall importance of that issue. Low or zero urgency issues are minor and should be resolved as time permits. Other details of issue include the customer experiencing the issue, date of submission, detailed descriptions of the problem being experienced, attempted solutions or work-around, and other relevant information. As previously noted, each issue maintains a history of each change.
Other teams:
Telecom team that is responsible for telephone infrastructure such as EPABX, voicemail, VOIP, telephone sets and fax machines. They are responsible for configuring and moving telephone numbers, voicemail setup and configuration, having been assigned these types of issues by the help desk.
Companies with custom Application Software may also have an application team who are responsible for the development of in-house software. The help desk may assign to the application team such problems as finding software bugs. Request for new features or information about the capabilities of in-house software that comes through the help desk are also assigned to application groups.
Desktop service technicians are spread across UAE to support group companies without any delay in service for the business. The help desk staff and supporting IT staff may not all work from the same location. With Remote Access applications, technicians are able to solve many help desk issue from another work location or their home office. While there is still a need for on-site support effectively collaborate on some issues, remote support provides greater flexibility.