IDS provides on site system maintenance on not only equipment provided by IDS but also on current equipment already established within the customers organisation. IDS’s maintenance is based on providing the maximum benefit to the customer with a cost effective package. We recognise that the greatest benefit is to ensure the highest possible level of availability for computer equipment. Timely recovery of failed equipment is therefore of paramount importance in maintaining high levels of up-time.

The recipe for providing timely recovery of equipment is based on;

• Fast response to calls
• Availability of qualified engineers
• Fast and easy access to spare parts and loan equipment
• Sound management controlling the total process

IDS offers a variety of on site maintenance services to suit the customers requirements. For Servers and other high impact equipment IDS offers the following services.

Standard Server Maintenance

• Response to Calls;
Customers will have access to a single point of contact, Intercad Service Desk (ISD) via a single telephone number.


• Response Times;
The customer will be asked to assign each service call with a severity rating. All critical equipment, which is assigned a high severity, will have maximum phone response within 30 minutes and on site response within 2 hours, Non critical calls will have a maximum phone response of 2 hours and on site within 4 to 8 hours.


• Loan Equipment;
IDS will provide a loan file server of equal performance and capacity in the event the customers system can not be made operational within five hours of a IDS CSR attending the customers premises.


• Management;
  
  An IDS Account Manager will be assigned as the primary contact for service management. Key responsibilities will include;
  1. Customers satisfaction of the service levels provided by IDS
  2. Prime interface for service related issues
  3. Monitoring and tracking of response time performance
  4. Technical proficiency of all service personnel
  5. Management of new requirements
  6. Ensuring that company standards are followed by IDS personnel
  7. Review meetings.


• Remote Facilities Management;
As part of this agreement your IDS systems representative will access your system remotely at a prearranged time once a month and perform basic system performance tests and checks to determine system integrity. (This service requires the customer to have the required hardware and IDS will supply communications software)


• Preventative Maintenance;
Preventative maintenance is designed to keep equipment in good working order based on the specific needs of individual machines, Preventative maintenance can include lubrication, adjustment, diagnostics and replacement of maintenance parts as deemed necessary.


• Parts and Labour;
As part of this agreement IDS will provide all parts and labour required to return the maintained equipment to a hardware operational status. This is subject to the terms and conditions of the maintenance agreement

Premium Server Maintenance

This service provides all of the support services offered in the Standard Server Maintenance agreement with the addition of a four or eight-hour Facilities management visit per month as part of the agreement.

Premium Server Maintenance provides the customer’s server platform with a cover where the management of the server is provided for by IDS.

The Facilities Management visits are for pre planed time frames and cannot be utilised for system down problems (unless the CSR is scheduled to be performing this service on site when the system problem occurs). Network assistance and restoration of system/data files required for Premium and Standard Server Maintenance would be deducted from “Premium Service Units”.

Deluxe Server Maintenance

By means of this service IDS provides a support agreement which combines the Standard Server and Premium Server Maintenance plus the addition of operating system support which can be taken on the Server only or a total cover, covering the Server and Workstations.

This service provides the customer with a total hardware and operating system support agreement provided by IDS and allows the customer to concentrate on core business issues.

As part of the Server agreement IDS would assist in the implementation of a on-site system disaster recovery plan.

Hardware Maintenance Non Critical Equipment

IDS offers a comprehensive on-site hardware maintenance agreement to cover non critical PC equipment and peripherals. As part of this agreement the customer will receive the following services;

• Access to the Interdata Solutions Service Desk for call placement
• All parts and labour
• Four to eight hour on-site response time
• Loan equipment where available
• Preventative maintenance once per year
• Unlimited calls

All equipment being maintained by IDS will be returned to a hardware operational status. (This does not include the Deluxe Server Maintenance where IDS is responsible for the hardware and the operating system of the total system).

IDS has developed its own specific systems development methodology, which helps ensure that systems are completed on-time and within budget, and that your needs are met effectively and efficiently

IDS are flexible in working with its customers in development efforts. For example if the client has its own development methodology, we will work with client personnel using their methodology, if preferred.

We combine the latest processing technology, business modelling methodology, productivity tools, and global technical resources to complete your development efforts.