Maintenance
In 2001, PSI introduced an integrated application and system maintenance for its solutions in Telecommunication industry. Up to now PSI’s service helps customers boost system availability, create IT efficiencies, and reduce budgetary risks. More than getting technical support when there is an issue it is necessary to call on a support partner. PSI knows the ins and outs of supported solutions to help companies prevent problems before they impact their business.
With PSI maintenance you get more than the typical service relationship. With one overarching support agreement, PSI provides customers with integrated hardware, firmware and software support - including the operating system and PSI’s software solutions. PSI is responsible for availability and efficiency of your whole system – that means proactive support as part of PSI’s maintenance concept! By this approach PSI ensures project investments for the whole life cycle of business solutions!
PSI offers different levels of service that customers need for individual system performance. That means coverage hours, response time commitments and issue escalation. For 3rd party systems and components PSI is the single point of contact for all issues and involves the parties to ensure high support quality.
Features Maintenance
- PSI Support Organisation
- 3-Level support Organisation
- International local support partner
- ISO 9001:2000 certified
- Oriented to ITIL
- Customer Helpdesk
- Single Point of Contact to the customer
- Integration of 3rd parties
- Support by qualified engineers
- Trouble Handling
- Call Up and Call Out support
- Reaction times on the base of trouble priorities
- Emergency support (7x24)
- Trouble reporting
- Maintenance
- Proactive support
- HW, FW and SW-Update Management
- Change Management with acceptance processes
- Regular Service Review Meetings
- Service Level Agreements
- System availability
- Turn around times
- Escalation procedures
