aims.customer.handbook new logo 24.11.16 · 2018-12-05 · is0 20000-1 information technology...

AIMSCUSTOMERHANDBOOKTHANKYOUFORCHOOSINGAIMSASYOURPREFERREDSERVICEPROVIDER.

ItisourpleasuretoprovideyouwiththefullestofInformationstoenableyoutoobtainthebestfromourservices.Thiscustomerhandbooksetsoutourresponsibilitiesanddefinestheuseofourdatacentrefacilities.____________________________________________________________________Thishandbookisintendedasaguideonly.ItdoesnotconstituteacontractualobligationbetweenAIMSandourcustomers.IfthereareanydiscrepanciesbetweenthishandbookandtheservicesdefinedintherespectiveAgreementwithourcustomers,theAgreementwilltakeprecedence.PleaserefertotheAcceptableUserPolicyandHouseRulesandRegulationsinourwebsiteforcompleteguidelinesontheuseofourservices.

CHAPTERCONTENTS1 ContactUs2 CommittedToYou3 AIMSCustomerPortal4 VisitingTheDataCentre5 SmartDataCentreRules6 EquipmentRelatedNotice7 SmartHandsServices8 AccessingRemoteHandsSupport9 ReportingAndEscalatingFaults10 Maintenance11 Billing12 WeAreHereForYou

• Newservices• UpgradeRequests• ContractIssues• Quotations

ServiceManagementT +60320314988*ext381/379F +60320318948E service.delivery@aims.com.my

Monday–Friday:8.30am-5.30pm,Excludingpublicholidays

YourappointedClientManagerT +60320314988F +60320318948E sales@aims.com.myMonday–Friday:8.30am-5.30pm,Excludingpublicholidays

• Installation• Provisioning• ProgressUpdates• ServicesAcceptance• CustomerPortal

ServiceOperationsCentre(SOC)T +60320542600*ext370H.P +60123830959E noc@aims.com.my

24hoursaday,7daysaweek

• IncidentManagement• SmartHandServices• ServiceRequest

Operations

Commercial

FinanceT +60320314988*ext315F +60320318948E billing@aims.com.my

Monday–Friday:8.30am-5.30pm,Excludingpublicholidays

• BillingQueries

Billing

Tofindoutmoreaboutourproduct&services:www.aims.com.my

1 | CONTACTUS

IS020000-1InformationTechnologyServiceManagement

IS09001:2008QualityManagement

IS027001:2013InformationSecurityManagementsystem

Wewanttoexceedyourexpectations.

Weaim:

• Tocontinuouslycreatevaluethatmeetsandexceedscustomerspecifications;

• Toconsistentlyachieve

operationalexcellenceand;• Tocomplytoapplicablelegal

andregulatoryrequirements,businessandcontractedsecurityassurances.

Wepractice:

• CustomerFocus Understandingcustomerrequirements

andstrivetoexceedtheirexpectations.

• PeopleLeadership Wecontinuouslynurtureandcultivate

ourworkforceforthebettermentoftheorganisationandourcustomers.

• ProcessApproach Weimprovethewayweworkto

achieveefficiency. • ContinuousImprovement Weadoptbest-practicestoachieve

operationalexcellence.

PaymentcardindustryDataSecurityStandard

(PCIDSS)

2 | COMMITTEDTOYOU

OurCustomerPortalisaweb-basedapplicationthatisaccessiblefromanylocationwithanInternetconnection-Convenient,easy,anytime.

Acompletemanualisavailableintheportal.Loginheretofindoutallaboutit:https://cs.aims.com.my

Theportalisequippedwithafullsuiteofadministrativerightsandbuilttoenableyoureaseofuse.Youcan:• RegisteryourvisittoAIMSDataCentre.• Retrieverecordsofyourvisithistory.• Viewyouraccountinformation,rackdetailsandservice(s)

subscribed.• Createandedityourauthorisedpersonnel’sdetails.• Setupapprovalofyourmaintenancecontactpersonnel.• Submityourfeedback,suggestionandcomplaint.

IfyouhavenotreceivedyourloginIDorencounteranydifficultyaccessingtheCustomerPortal,pleasecontactourServiceDeliverypersonnelatservice.delivery@aims.com.my

3 | AIMSCUSTOMERPORTAL

1. Allvisitsmustbescheduledwithpriornotice.PleasesubmitthefollowinginformationviatheCustomerPortalatleastone(1)workingdaybeforeyourintendedvisit:

a. Dateandtimeofthevisit. b. NameoftheauthorisedpersonnelandtheNRIC/passportnumber. c. Numberofaccompanyingstaff(max5pervisit). d. Purposeofthevisit. e. Name/sofguestorVIP(ifany).2. Onthescheduleddayofvisit,please: a. Produceidentification(NRIC/passport/avaliddriver’slicense)atSecurityin theCommandCentreforverificationviatheVisitorManagementSystem (VMS).

WearanddisplayyourAIMSVisitorPassatalltimes.Youraccessmaybe deniedifyoufailtodoso.3. EnsurethatallpassesarereturnedtoSecurityattheendofyourvisit.Access

passesarethepropertyofAIMS.AnylossordamagecanresultinapenaltyofRM50.00.

4. AuthorisedPersonnel MaintainaregularlyupdatedauthorisedpersonnellistviatheCustomerPortal.

Yourlistmustnameallstaffs/contractorsdesignatedtoaccesstheDataCentreonyourbehalf.

4 | VISITINGTHEDATACENTRE

VisitorstotheDataCentrearePROHIBITEDFROM:• Takinganyphotographyandvideo.• Creatingaudiblesound/noisefromanysources.• Actingunprofessionally,offensivelyandinappropriately.• Eating,drinkingandsmoking.Thisalsocoverstheareasinthevicinityofthe

DataCentre,includingthetoiletandlobbyareas.• Beinginpossessionofexplosives,weapons,hazardousandradioactive

materials.• Opening,accessing,interferingandcopyinganyequipmentorhardwareon

thepremisesthatdoesnotbelongtoyouand/orbelongstoathirdparty.• Blocking,disconnectingand/oralteringthepositionofanysecurity,or

otherwise,ofdevicesthatarein-situ.• BreakingtheEmergencyDoorRelease,exceptonlyincaseoffireor

emergency.• Pulling,cross-connectingand/ortamperingwiththedatacablesontherack.• Connecting,disconnectingand/oralteringtheexistingcross-connectionson

theMeet-MePatchPanel.• Removinganyraisedfloortiles.• Drillingand/orpenetratingtheracks,tilesandwalls.• Damagingthefiredetectors,gassuppressionpipesandtheHSSDpipes.• Storinganyequipmentboxes,combustibleitemsand/orflammablematerial

ontheracks.Theabovelistisinexhaustible.PleasecontactourSOCifyouareuncertainofanymatter.

5 | SMARTDATACENTRERULES

Deliveringequipment:1. PleaseinformourSOCinwritingat

leastone(1)workingdaybeforedeliveryofequipmenttoAIMS.

2. AdulycompletedandsignedEquipmentAcceptanceFormwithEWORFIDisrequiredifAIMSweretoacceptthedeliveriesonyourbehalf.*AIMSdoesnotbearresponsibilityforanyloss/damageofthedeliveries

Unpackingequipment:EquipmentmustbeunpackedatthedesignatedloadingbaybeforebeingmovedintotheDataCentre.Storingequipment:AllequipmentmaybestoredatAIMS,subjecttoastoragefee.**PleaseobtainpriorapprovalandascertainspaceavailabilityfromAIMStoavoidanypossibledisappointment.Installingequipment:1. NotifyourSOCinwritingatleast

one(1)workingdaybeforeanymovementofequipmentintotheDataCentre.

2. AdulycompletedandsignedEquipmentDeclarationFormisrequiredwheninstallingtheequipmentintotheDataCentre.

3. Beforeanyinstallationand/ormaintenance,yourdesignatedpersonnelisadvisedtoimplementaPowerTestunderAIMS’supervisionatourExternalPrepRoom.Thisistocheckforequipmentfaults(ifany)andensurethatanypowerleakageorotherfaultswillnotdetrimentallyaffectthegeneralpowersupplyoranyotherequipment.

Movingequipment:1. NotifyourSOCinwritingatleast

one(1)workingdaybeforeanymovementofequipmentintoand/oroutoftheDataCentre.

2.AdulycompletedandsignedcompletedEquipmentDeclarationFormmustbesubmittedtotheSOC.

3. SOCapprovalandnotificationmustthenbeobtainedbeforethemove.

4. Movementofequipmentintoand/oroutoftheDataCentrebyaOne-TimeVisitorisnotallowed.

Shouldyourequireassistancewithyourinstallations,pleaserefertoSOCEngineeringSupport.TheSupportcanbecalleduponforanyscheduledorassignedmaintenanceforaprescribedfee.Pleasecontactnoc@aims.com.mywithallyourqueries.

Note:AIMSreservestherightstoreject/rescheduleanyequipmentmovementatanypointoftime.

6 | EQUIPMENTRELATEDNOTICE

ACCESSINGLEVEL2SMARTHANDSSERVICES |8

TheSmartHandsServices(SHS)involvesourSOCEngineersphysicallymanagingyourequipmentorenteringyourcolocationspacetorenderthespecificassistancethatyoumayrequire.

Level1SmartHandsServices:Involvebasicsupportservicesthatrequirenolongerthan15minutes.Thesetasksmayinvolve:• Rebootingorpowercycling;• Resettingsub-equipmentbyejecting

thedeviceandre-insertingitwithoutremovingit;

• Readingserialnumbers;• Relayingstatusofequipmentstatus

indicators;• Pushingabuttonortogglingaswitch;• First-timepatchingfornewlylaidAIMS

cross-connectorders.

Note:AnyLevel01SHSrequestwhichexceedsorisestimatedtorequiremorethan15minuteshandlingtimewillfallunderLevel02SHS.OurSOCEngineerswillgiveyouanestimateofthetimerequiredbeforeproceedingwiththetask.AcustomerisonlyallowedtomakeaLevel01SHSrequestuptothree(3)timeswithin12hours.AtaskthatexceedsthelimitwillfallunderLevel02SHS.

Level2SmartHandsServices:Involveadvanced24x7supportservices,basedonaprepaidplanoronanadhoc-hourlyrate.

• Assistingwithphysicalinstallation,relocationormovementofcustomer’sequipment.

• ShippingandhandlingofRMAequipment.• •

moduleorcard,diskdrive,memory.• Installingorswappingpre-configured

equipmentorcomponents.• Performingdiagnosticandsignaltesting

oncircuitsusingdiagnosticequipment.• ProvidingaccesstoCCTVfootage/access

logs.• Assistingwithcustomer’saudit

documentationandonsiteauditing.• ProvidingAIMSSubjectMatterExpert

supportandassistanceoncustomer’splannedormaintenanceactivities.

• Providingvisualverification(remoteeyes)toassistremotetroubleshooting.

• Plugginginaconsoleportforremotemanagement.

• crossconnects.

•media.

• Replacingorverifyingtheconnectivityintegrityof

issubscribed).• Adding,removingorverifyinga

demarcationlabel.•

circuits(exceptwhenAIMSNetworkResellcircuitconnectionissubscribed).

• Troubleshootingofcustomer’sequipmentwithcustomerassistance.

•equipment/allocatedrack

spacewithintheDataCentre.• Labellingequipmentandcable

connections.

7 | SMARTHANDSSERVICES

AuthorisedPersonnelviaourCustomerPortal.

Level2SmartHandsServicesPackages

ADhoc(onetime)

Prepaid(validity:3monthsfromdateofsubscription)

DurationOnehourblock20man-hours30man-hours50man-hours

RM(PerMan-hour)RM300.00RM275.00RM250.00RM200.00

PleasecontactourSOCteamnoc@aims.com.myifyouareuncertainofanymatter.

8 | ACCESSINGLEVEL2 SMARTHANDSSERVICES

Incidentresolutionandescalationlist:

ServiceOperationsCentre(SOC)

Shift-Lead,ServiceOperationsCentre

TeamLead,ServiceOperationsCentre

Head,ServiceOperationsCentre

HeadofOperations

ChiefOperatingOfficer

level

1

2

3

4

5

6

TimeFrame

Title

Immediate

30min.

1hr.

2hrs.

3hrs.

4hrs.

Pleasereferseparateattachmentfordetailedescalationprocedureson:AppendixA-AIMSEscalationProcedure

9 | INCIDENTRESOLUTION& ESCALATION

Toensurethesmoothrunningofoursystems,AIMSconductsregularmaintenanceonthenetworkanddatacentreinfrastructure.Thesesessionsarealwaysplannedandscheduled.Everyeffortwillbemadetominimiseservicedisruptionduringtheseshortsessions.Allcustomerswillbenotifiedofeachsessionfourteen(14)dayspriortothesession.Pleaserefertoyour“PlannedMaintenanceContact”intheCustomerPortalforyournotification.Youwillreceiveperiodicmaintenanceupdatesfromusbyemail.EmergencyMaintenanceIntheeventofacriticalsituationthatrequiresanemergencyaction,AIMSwilluseitsbestendeavourstocontactyouviathenameslistedinyour:• “PlannedMaintenanceContact”and/or;• “PrimaryAuthorisedContact”and/or;• “SecondaryAuthorisedContact”.Byemailandtelephoneattheearliestopportunity.

10 | MAINTENANCE

Pleasedirectallbillingenquiriesto:billing@aims.com.my

• Allinvoicesareprocessedandsentbythe14thdayofeachmonth

• Paymentisdue30daysfromthedateoftheinvoice.

• Failuretopaywithinthe30dayswillrendertheaccountdelinquent,whichmayresultinthesuspensionofourcontractedservice.

• TherewillbenoremovalofanyequipmentatAIMSforalloverdueaccounts.Suchremovalcanonlybeeffectedwhentheaccountissettled.

11 | BILLING

12 | WEAREHEREFORYOUITISOURCOMMITMENTANDRESPONSIBILITYTOENSURETHATYOUAREWELLSERVEDATAIMS.

Yourfeedback,commentsand/orconcernsonourservicesarewelcomePleaseemailusyourfeedbackandsuggestionsto:feedback@aims.com.my____________________________________________________________________AIMSGroupofCompaniesGroundFloor,MenaraAIMSChangkatRajaChulan,50200kualaLumpurT:+60320314988 F:+60320318948E:marketing@aims.com.my W:www.aims.com.my