Noc Service Desk

The 24x7 network and customer support service from GSS America at 8x5 costs

High-up on service. low-down on cost.

VDesk

High-up on service. low-down on cost.

Problem Statement Received

Root Cause Established?

Information Captured

In - Depth Troubleshooting

Managing off-peak customers can be a perennial challenge if you are an ISP, Data Center or Web Hosting company. While you are clear that your customers deserve nothing short of the best – the assurance of 24x7 network monitoring and helpdesk support, the costs of staffing

External Escalation

and managing a 24x7 support environment can quickly melt away your profits, especially at those off-peak prices Solution Applied

Resolution

Presenting VDesk, a 24x7 network/server monitoring and service desk support solution from GSS America. Backed by a state-of-theart NOC, ITIL compliant processes, ISO 27001 certified security and flexible engagement and pricing models – VDesk, makes the job of

Incident Closed

setting up an on-demand 24x7 network monitoring and service desk

Problem Resolved Onsite

service or upgrading your 8x5 service a breeze.

Quality Assurance

GSS America’s Technical / Service Desk Support Solutions Connectivity Service Desk Solutions

VoIP Service Desk Solutions

GSS America’s Network Monitoring Services GSS America’s end-to-end network monitoring services covers

Dial up, broadband and wireless access troubleshooting

Installation and service support

Email service troubleshooting

Equipment and network troubleshooting

VoIP service troubleshooting

Service feature support

Web Hosting Service Desk Solutions Apache and IIS web server operation and configuration Email and FTP server operation and configuration Support for popular control panels including cPanel, Plesk, Ensim and more

Services include:

critical components and incident points that include: Wireless Access Points / Routers

IP PBX

24x7 Network/Server Monitoring: State-of-the-art NOC to monitor

Managed Routers and Switches

VOIP servers

your network and server infrastructure 24x7, ensure that your network

Load Balancers

Proxy Servers

Firewalls

Switches

IDS

DNS

Network Devices Management: 24x7 monitoring and alert notification

IPS

Windows Servers

for network devices such as firewalls, load balancers, routers, switches

VPN

Unix/Linux Servers

and hubs

WAN Links

Application Servers

functions at its optimum level and that effective performance & capacity planning practices are in place

Network Performance Management: Monitor network thresholds and effective management and administration of network usage Server Management: 24x7 monitoring and alert notification for Windows, Unix/Linux and Application Servers Event notification and problem management Proactive detection of network/server degradation and reporting visibility of spare capacity and utilization trends

Flexible engagement models

Why GSS America – Our key differentiators

Seat-based model

SLA driven approach

Best-of-breed people management

This model allows you to base your requirement on a pre-set number of agents to manage your networks and service desk. The cost is preset and the seat numbers can be modified as and when demand requires.

SLA visibility through check points across the

Among the best employers in the industry

management team at all stages

Ability to attract and retain the best talent – average tenure of senior

Proactive system monitoring and trending

management team is 8+ years and middle management is 4+ years

Service Desk call monitoring through our dedicated Quality

Industry-leading benefits management and career development

By pricing the engagement based on the devices being monitored and the SLAs required, transparency is maintained while removing

team

policies

the impact of people costs which works best with small to mid size engagements

Metrics reporting including customer satisfaction and response

Ongoing training, assessments & skills enhancement

Per device model

time

Business benefits of VDesk

World class infrastructure

24x7 support and monitoring for systems and network infrastructure that is capable of scaling up and down with usage and demand at

State of the Art NOC with operational area of 15000 sft

the cost of maintaining a 8x5 support overheadat the cost of maintaining a 8x5 support overhead

(expandable) Support for many monitoring tools either deployed by GSS or

Dynamic resource management – the right level of resources as and when you need them – no need to keep expensive resources on

inherited from the customer

stand-by One-stop network/server management across multiple offices or branches and links with varying complexity levels

NOC Video Wall for visibility of key systems and

(bandwidth, routers and links)

infrastructures

Management of multiple operating systems, servers and technologies

Redundant ISP connections for guaranteed availability Best in breed ITIL based Incident Management software and

Standards and compliance adherence and reporting

tailored processes

Real time visibility through monitoring consoles and dash boards

CC camera enabled monitoring

Reduced operational costs due to improved Mean Time Between Failures (MTBF) and the ability to predict performance issues

High security / Biometric based access protection

Improved customer satisfaction by higher availability of applications and services

Highly available and resilient network and support

Reduced attrition and customer churn through improved customer experience.

infrastructure

Increased profitability through more efficient use of network/server assets

Right-skilled people

Lower downtime incidences protects against potential revenue losses Allows increased focus on your core business

ITIL certified team

Industry-leading service delivery and support teams operating under mature service and process standards (ITIL, ISO20000, ISO27001)

Certified service desk engineers Team leader with ITIL masters certification High level of accent, language and culture orientation

Fail-safe risk management & mitigation Disaster recovery (sites in US and India) Redundant built-in Internet and VOIP setup Fire and Natural Disaster proof NOC

Finally, making the choice between customer delight and cost management is easy – both on your conscience and your budgets!

”

”

Case study GSS America helps a name brand US Retailer save on network/server monitoring and helpdesk costs and improve service delivery to their internal customers

Client: A large US Retailer with more than 400 outlet stores and 2 remote Data Centers running a complex network comprised of multiple networks both internal and external, both distributed and centralized servers and a dedicated connection to each of the more than 400 store locations. Challenges: The client approached GSS America to optimize their server and network management, move their centralized Data Centers to Virtualization, shift their network monitoring practices from re-active to pro-active, ease administrative requirements, and provide more reliable service to their users while reducing their costs.

GSS America’s solution: GSS America’s remote network/server management( Monitoring) and helpdesk support services helped the client move from a distributed support and help desk available 8x5 to a 24x7 support environment offered from a single location, significantly improving their network efficiency and end-user service. In addition, GSS moved more than 20 different systems into a VM Ware based Virtual Environment running from 3 state of the art servers which reduced complexity and generated cost savings in terms of power, cooling and service requirements while providing redundancy and High Availability. GSS America’s ITIL compliant processes, dynamic resource management and improved planning and performance optimization not only helped the customer offset the cost of migrating to a 24x7 support environment, but also delivered significant ROI through Improved communication between IT and business: The ability to generate reports based on bandwidth usage and network/server availability has been important to the client’s ability to demonstrate overall network/server performance and how his team responds to issues and risk. Improved planning and performance optimization:

Business benefits Over 40% cost savings and 60% resource savings, helping the client focus these resources on more strategic projects

Network traffic analysis is used to support business cases for implementing IT changes such as

Customer Satisfaction improved by 30%, leading to

adding bandwidth or hardware, deploying server load balancing solutions and implementing

happier, more productive employees Reduced business Impact through proactive

best practices.

network/server monitoring Increased first call resolution through effective

Increased Network/Server Historic Performance Metrics: By tracking and documenting short

knowledge management

term changes in network/server performance, as well as long term usage trends, the client could

Business productivity increased by 15% based on better

implement strategies and best practices that not only diagnose network problems quickly and

usage of network and server resources

effectively, but that also help mitigate risks before they occur, optimizing overall network performance. ance.

GSS America Infotech Ltd. Block ‘B’, Third Floor, Cyber Gateway, HITEC City, Madhapur, Hyderabad - 500 081.AP. India. Tel: +91 40 44556600 | Fax:+91 40 40028703 | email: [email protected]

GSS America Infotech Ltd.

GSS America, Inc.

GSS America Infotech Ltd.

GSS America Infotech Ltd.

GSS America Infotech Limited

#189, Road No. 72

1699 Wall Street

Australia

P.O. Box :73030

3 Shenton Way,

Prashasan Nagar, Jubilee Hills

Suite 201

Tel: +61 2 80643771

Dubai Internet City

# 03-09 Shenton House

Hyderabad-33 AP. India.

Mt. Prospect, IL 60056

email:[email protected]

Dubai - United Arab Emirates

Singapore 068805

Tel: +91 40 40028707

Tel: +847 307 7606 x271

Tel: +97 143 755 710

Office: (65) 6227 8157

Fax +91 40 40028703

Fax: +1 847 640 3701

Fax:+97 143 672 786

Cell # (65) 8117 8175

email: [email protected]

email :[email protected]

email:[email protected]

Fax # (65) 6491 5300 email:[email protected]