Technical Support Services

Technical Support Services

The IT Service Desk facility is fully automated with high end Network Management Systems, Display Systems, Automated Trouble Ticketing tools with inbuilt escalation. There is also provision for online Service Portal providing online access to all customers to get their service statistics in real time. Along with this services STPI is also providing DR services, Help desk, O&M Support and IT management services, Desktop & server and Network & Security administration.

Operation & Maintenance Support

Summary of the work to be undertaken by the STPI are as below:
  1. Asset Management Services
  2. Call Handling
  3. Vendor Management Services
  4. Network Management Services
  5. Server Management Services
  6. Desktop Management Services
  7. Virus Management Services
  8. OS Administration and Network Security and LAN administration
  9. Backup & Recovery Management Services
  10. Media Management
  11. Data Center Environment Management Services
  12. Application Management Services
  13. Data Base Management and Administration Services
  14. Resource utilization monitoring and Resource Planning
  15. Up gradations, Patch Management
  16. Bi-annual Performance Audits
  17. Bi-annual Capacity Audits

Database Administration

The detailed scope of works involved in maintenance of Database Server but not limited to includes database back-up, database application & performance tuning, database replication, distributed database implementation, troubleshooting of problems and periodic visits by our database specialist for preventive maintenance.

Summary of the work to be undertaken by the STPI are as below:

  1. Maintenance of Database Server
  2. Scripts for back-up
  3. Troubleshooting of problems - unlimited
  4. Periodic visits for preventive maintenance to
    • Improve the availability window of the applications to the users by making the application database robust and improving its response time
    • Take preventive action for the database to be available to the users
    • Plan for disaster recovery
  5. Performance tuning of the database on a period basis
  6. Security of Database

IT Management

STPI has dedicated team to look after service/Help desk and STPIs scope includes :

  1. Level-1 technical support to the staff & officers .
  2. Technical support for desktop, laptop, printers, plotters, fax machine and LAN.
  3. Frequent up gradation of latest patches, release versions of softwares. (this up gradation is subjected to availability of the open source)
  4. Vendor coordination for higher level/critical level support, AMCs & assisting in procurement of spares etc.
  5. Hardware/media/printer consumables/cables for LAN etc. spares management.
  6. Call Logging, Reporting and Documentation as per the prescribed Process.