The Global-IT contract is a modular facilities management contract, which gives the Customer the possibility of subscribing to all or part of the services for the professional management of his computer infrastructure.
In return for the Customer meeting all his obligations, Systemat undertakes to provide all the services described below.
ASSIST-Line handles all calls from users for all matters concerning their computer environment. It therefore provides the Service Desk within your organisation.
This outsourced, monitored approach maintains the productivity of all and avoids dissatisfaction due to the impossibility of using the information system available.
For each call, the operator who takes the call determines its level of complexity and, if necessary, transfers it to another specialist with the level of resolution required. In order to reduce the average resolution time of incoming calls, ASSIST-Line uses of the remote control solutions on user workstations. All calls are recorded in a centralised information management system (requests from users and action in progress); it is always accessible to the Customer.
Under the terms of the Global-IT contract, Systemat equips the Customer's infrastructure with secure monitoring tools which are used to monitor its operation remotely. These tools are used for the following activities:
Supervision of the Customer's infrastructure is automatic and continuous (24 hours a day, 7 days a week). All alerts generated by the monitoring system are acted upon at the next working hour following detection of the problem.
All alerts are recorded in a centralised information management system (requests from users and action in progress). It is always accessible to the Customer.
Systemat equips the Customer's infrastructure with a set of software and/or hardware solutions for optimal management of work stations, in terms of security and availability. The solutions proposed under the terms of the Global-IT contract and deployed for all equipment ensure the following:
The Customer has the benefit of these solutions in return for a monthly lease charge (included in the amount of the charge for Global-IT), giving him the right to the technical support of Systemat and the use of software updates, throughout the term of the contract.
SYSTEMAT makes a "Dedicated System Engineer" available to the Customer to manage his computer infrastructure. This "Dedicated System Engineer" visits the Customer at a predetermined frequency, to perform the following priority tasks:
In the event of the "Dedicated System Engineer" being unavailable (training, holidays or sick leave), SYSTEMAT makes a replacement available to the Customer.
In the event of a technical failure which makes the computer system unavailable for the Customer's essential activities, he may contact Systemat via ASSIST-Line.
Systemat then carries out diagnostics of the failure and solves the problem remotely, if possible. If not, Systemat programmes intervention on site to resolve the problem encountered. The intervention time is agreed with the Customer on the basis of levels of severity below:
For all other hardware or software incidents which do not affect the activity of the company directly, intervention will be planned for the day of the next "Dedicated System Engineer's" visit or according to a planning schedule to be defined by joint agreement. Apart from making diagnosis, hardware maintenance operations are carried out according to the lead-times and the conditions of the manufacturers' warranties and/or maintenance contracts in force.
SYSTEMAT undertakes to hold regular meetings to assess the services provided and, in particular, by the" Dedicated System Engineer" for the contract. The frequency of these meetings is laid down in the special conditions of the contract and in accordance with the Customer's expectations.
All meetings are held on the Customer's premises on the basis of a detailed agenda submitted to the Customer at least 3 working day before the date agreed by both parties, to review the services provided during the period concerned and to guarantee the quality the level of service. All meetings are followed by written minutes issued no later than 10 working days after the meeting.
In addition to the provision of services under the terms of the Global-IT contract, SYSTEMAT may propose a certain number of additional services to improve the operation of the information system. The additional services proposed are as follows: