+971(4) 454 2741 info@elitser-me.com    

Support Services

Key Highlights

Improve Business Performance
Periodic Preventive Maintenance Health  Checks
Dedicated Troubleshooting  24 * 7 helpdesk
Align with your Business needs
Onsite Support
Expert Guidance
Decrease overall cost of Operations

Key Phases Premium Support Services

Phase I –Assessment  Phase 2 – Execution  Phase 3 –System Maintenance

Premium Support Services deliverables

Manage Engine Premium Support – Service Desk Plus

Re – configuration of Workflow for Call Logging & Tracking
Re – configuration of Categories and subcategories
Re – configuration of Status Codes
Creation of  Assignment Groups
Creation of Forms and Custom Fields where required to enable workflow
Re – configuration of Standard email notifications: Standard email notifications will be used to inform Incident creation, Assignment, Update, Resolution and Closure
Re – configuration of email escalations: Email notifications will be configured to inform IT team about the SLA violations.
Customization of Views  for reviewing current status of incidents
Customization of Templates for quick incident logging
Re – configuration Status Codes, Category and Classification
Creation of Forms and Custom Fields where required to enable workflow
Re – configuration of Notifications and Escalations
Customization of Views, Templates, Inboxes and Stored Queries
Re – configure CMDB Discovery Probe
Configuring automatic discovery of Servers, Network devices & security devices, dynamically updating CMDB with complete details and discovering and updating delta changes
Discovery of Applications – DB (SQL, Oracle), Exchange Applications
Default Host Resource Model, DB Model, Network Model, IIS topology Model
Standard out of box Reports for Server Assets, Network Assets, and Applications
Re – configuration of  SLAs/OLAs/UPCs with SLOs (max 30 SLAs/OLAs/UPCs )
Mapping of SLAs for Interaction and Incident Workflow
Re – configuration of Request Workflow
Re – configuration of Catalog and Bundles for End-Users
Re – configuration Status Codes, Category and Classification
Creation of Forms and Custom Fields where required to enable workflow
Re – configuration of Notifications and Escalations
ELITSER support team will configure the Scripts/Queries provided by customer team and incorporate in Templates, wherever technically feasible.
Support team will TROUBLESHOOT errors if any during report generation. For problem resolutions, the support team will do the basic troubleshooting themselves. But if the problem still persists then the support team member will log a call to ELITSER and follow-up with the ELITSER Support.

Manage Engine Premium Support - Op Manager

Health checks of Manage Engine Servers on Regular Basis
Re-Installation /Re-Configuration of Manage Engine Agents for existing Servers Monitored in case of Corruption
Re-Discovery of Switches/Routers
Modification of existing Maps for exclusion of any existing Network Elements
Manage Engine Template fine-tuning such as CPU, Memory threshold change.
Modifications on existing Templates for any specific changes to existing monitoring parameters
Configure Auto action for threshold breach as annotation. (Customer team will provide details on commands and switches)
Modifications & additions for Manage Engine Templates for taking actions automatically in the event of threshold breach.
Modification of Log monitoring parameters for discarded parameters
Reporter/Performance manager configuration for new groups and reports. (However, template customization with Crystal Reports etc is not a part of this scope)
Backup of Manage Engine Solutions on Regular Intervals (Facilities by customer IT team as per request from ELITSER support team)
Guidance on restoration of Backed up data in case of database corruption in the monitoring platform.
Handover and Administrative training to L1 engineers for minor tasks.
Updating necessary minor patches of smooth Operations if recommended by ELITSER Support for a bug fix.
Troubleshooting helpdesk access related calls
Logging calls to ELITSER Support and follow-up for resolution
Application of Patches etc for problem resolution will be carried out by the team.
ELITSER support team will configure the Scripts/Queries provided by customer team and incorporate in Templates, wherever technically feasible.
Support team will TROUBLESHOOT errors if any during report generation.
For problem resolutions, the support team will do the basic troubleshooting themselves. But if the problem still persists then the support team member will log a call to ELITSER and follow-up with the ELITSER Support.

Manage Engine Premium Support - Desktop Central

Manage Engine Premium support deliverables – Desktop Central
Health checks of Manage Engine Desktop Central Servers on Regular Basis
Re-Installation /Re-Configuration of Manage Engine Desktop Central Server in case of Corruption
Re-installation / Re-configuration of Desktop Central Agents / sites.
Fine-tune / Modification of existing configuration management for desktops / laptops
Fine-tune / Modify patch management Module.
Fine-tune / Modify Software installation packages on existing software deployment Templates for any specific changes to existing software installation / uninstallation module.
Fine-tune / Modify software inventory / Hardware inventory module
Fine-tune / Modify Desktop Central SoM policy
Reporter/Performance manager configuration for new groups and reports. (However, template customization with Crystal Reports etc is not a part of this scope)
Backup of Manage Engine Solutions on Regular Intervals (Facilities by customer IT team as per request from ELITSER support team)
Guidance on restoration of Backed up data in case of database corruption in the monitoring platform.
Handover and Administrative training to L1 engineers for minor tasks.
Updating necessary minor patches of smooth Operations if recommended by ELITSER Support for a bug fix.
Troubleshooting helpdesk access related calls
Logging calls to ELITSER Support and follow-up for resolution
Application of Patches etc for problem resolution will be carried out by the team.
ELITSER support team will configure the Scripts/Queries provided by customer team and incorporate in Templates, wherever technically feasible.
Support team will TROUBLESHOOT errors if any during report generation.
For problem resolutions, the support team will do the basic troubleshooting themselves. But if the problem still persists then the support team member will log a call to ELITSER and follow-up with the ELITSER Support.

Reach Us

Sales
: +971(4) 454 2741
: info@elitser-me.com

Support
: +971(4) 454 2741
: support@elitser-me.com

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