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Our managed service is the practice of outsourcing day-to-day management responsibilities and functions as a strategic method for improving operations and cutting expenses.

Our managed service remove the hassle of customer’s effort in managing IT infrastructures. We effectively become an extension of your IT department. This means less overhead and a larger return on your IT investment.

Maintenance Category
Here are our Maintenance Category

01. Preventive Maintenance

Technical support visit to prevent and identify the problem in the earlier state, such as perform system log check, performance check and general maintenance

  • Visual check on any error led indicator
  • Regular IT environment checking
  • Maintain spare part and backup availability
  • IT resources utilization check
  • Giving Suggestion for performance improvements

02. Corrective Maintenance

For reported problems that cannot be resolved over the phone, Equine will send service engineer onsite to perform best effort problem fixing. This hardware support includes all materials and labor required to restore the Device to full operating status.

  • Offsite and/or Onsite problem solving
  • Root cause based analysis
  • Provide escalation scheme to higher level of support if problem persist
  • Provide detail report and analysis improvements

03. Hotpart and Cold Backup

Spare part for replacement unit must in accordance with the services of the Principal / NPP

  • Part for Certain unit will be provided
  • Backup Unit for certain part will be provided & located on customer office
  • Backup Unit for certain part will be provided & located on customer office
Service Level Agreement (SLA)
Here are our Service Level Agreement

 

  • 8 x 5
  • Monday to Friday
  • Exclude Public Holiday

 

Response Time

  • 1 hours Since Incident report Submitted
  • 4 hours Since Incident report Submitted


 

  • 24 x 7
  • Monday to Sunday
  • Include Public Holiday

 

Onsite Time

  • 4 hours resolution to onsite Since Incident report Submitted
  • 6 hours resolution to onsite Since Incident report Submitted
  • NBD (Next Business Day)

OUR SUPPORT

We provide support center for deliver a better services
Helpdesk Support
Phone

+62 818 0833 8677

Email

maintenance.support@npp-asia.com

Local Support

Our low-cost solution to complement other services that are available, as engagement with professionals and local support services is instrumental to breaking the cycle of corrective maintenance support procedures.

Procedure

In our services we have Escalation Procedure and Problem Reporting Procedure.

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