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Network & Hardware
Maintenance Service Pack
 We
provide additional value-added services to support Network Operating
Systems which use either e-Solution or biz-e-Motion.
Hardware maintenance is often simple since hardware components are
tangible electronic devices such as hard disks, printers and so on. Such
components can fail due to normal wear and tear, or through power
failures and interruptions that may damage the electronic components and
circuitry.
Network and system software maintenance is however, less well-understood
as it involves intangible parts of the system. Network maintenance
services cover preventive maintenance and remedial maintenance of
network operating systems as well as the equipment that the application
software is operating on. Such services exclude hardware repair,
replacement or any engineering improvement services.
Preventive Maintenance. The Provider shall make scheduled visits
to the site periodically to test the functions of the network and
equipment, and make the necessary adjustments to keep the network and
equipment in good working order. Such visits shall be made during the
Maintenance Hours arranged with the User.
Remedial Maintenance. Upon notification from the User that the
network or equipment has failed or is malfunctioning, the Provider shall
perform checks to identify the faults. The Provider will give
suggestions for replacements based on their best knowledge. However, the
provider will not be responsible for the repair or replacement of those
parts.
Other Services. Services not covered under Network Service Pack 1
or Service Pack 2 can be purchased under additional or incidental
services when required. For example, installing additional hardware
devices or software programs, or linking new workstations to the network
can be considered as additional services. The service charges per trip
will depend on the service hours engaged.
Network Service Pack 1 (Basic Service)
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Devices checking, i.e.
hub, switch, backup media
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Modem diagnosis check
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POS devices checking
(Pole display, cash drawer, scanner, bar code, barcode printer,
receipt printer, etc)
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Perform check on
e-Solution Data backup
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Scanning/defragging
(when applicable) server hard drive
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Virus scan of the
network (Server/Workstation) during on-site service
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On-Site Service
response 48 hours (working days) for non-mission critical problem;
next day for mission critical problem
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Free On-Site Support
services (no of free on-site support is defined in Schedule).
-
Support Hours of
coverage:
For HQ: 9 am - 6 pm,
Monday - Friday excluding public holidays.
For remote location: 9 am - 6 pm, Monday - Friday excluding public
holidays
Network Service Pack 2 (Premium Service)
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All Level One services
feature.
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Network cable and
network card integrity check.
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PC workstation and Net
Server work Server performance checking
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Review and identify
performance bottle necks and reconfigure if necessary
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Update Operating
System with new release patch
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Check on Regular
backup of e-Solution data and enterprise data
-
On-Site Service: 24
hours response time for non-mission critical problems; 4-hours for
mission critical problems
-
Free On-Site Support
services (no of free on-site support is defined in Schedule).
-
Support Hours of
coverage:
For HQ: 9 am - 6 pm,
Monday - Friday excluding public holidays.
For remote location: 9 am - 10 pm, Monday - Friday excluding public
holidays
Other Services
-
All other services are
subject to the availability of resources and are charged separately
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Re-installation of
Operating System & Network (Workstation & Server)
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Installation of 3rd
party software (subject to resources availability)
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Upgrade of Server RAM,
HDD
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Installation of
Software & Hardware RAID
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Installation of HDD at
workstations with licensed OS
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Setting up PCs as new
workstations within the same network
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Relocation of existing
workstations within the same network
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Installation/troubleshooting of third party products
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Checking the
performance of workstations
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Any other customer
requested upgrades of configuration changes
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Modifying network
connectivity from workstations to servers
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Updating Virus
programs at server/workstations
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Data recovery services
after hardware failure or operator’s misuse
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Services exceeding the
regular hours covered by support maintenance contract
Additional and Incidental Service Pack
Additional Service and Incidental Service will only be available to
registered users under a current network maintenance contract. If the
user has used up all his/her free on-site support trips, additional
on-site trips can be arranged, but those will be charged separately
under additional services. Please contact our representatives for
current charges for additional On-Site support.
Please note that information in this document may be changed without
prior notice. Please contact our representatives for the latest
information.
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