tg overview brochure a4 v3 - it-service & systemwartung · services detailed manufacturer -...

01 | OVERVIEW01 | OVERVIEW

» 2018

OVERVIEWTECHNOGROUPDETAILED PORTFOLIO

OVERVIEW | 02 03 | OVERVIEWOVERVIEW | 02

SERVICE MATRIX

COUNTRIES COVERED

SERVICES DETAILED

MANUFACTURER - SYSTEM - MODEL

TECHNOGROUP SLAS

WHY TECHNOGROUP?

CUSTOMER REFERENCES

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OVERVIEWOUR RANGE OF SERVICES AT A GLANCE

ABOUT TECHNOGROUPFounded in 1990, Technogroup is today the leading, independent IT provider for hardware and software in data centers. At the moment, 250 qualified employees in the DACH region provide professional service for the greatest possible availability of the IT environment. With independent companies in Austria and Switzerland, and now 37 service points throug-hout Germany, as well as in 50 global countries, with more than 100,000 spare parts and 90,000 systems, Technogroup ensures customer proximity and above-average short respon-se times. The customer base covers 4,000 companies, distributed across all industries in in-dustry, banks and insurance companies and public administrations.

Additional services include administration services, installation, system moves, changes and updates and recycling, amongst others. Deep know-how and industry experience mean Technogroup can provide high service levels and low cost solutions to customers with a personal and professional approach.

!

MAKE IT

BETTERCHECKED

OVERVIEW | 04 05 | OVERVIEW

SERVICE MATRIXOUR RANGE OF SERVICES AT A GLANCE

COUNTRIESTHIRD PARTY

MAINTENANCE SERVICES

MANAGED SERVICES

MONITORING SERVICES

OPERATION SERVICES

ADMINISTRATION SERVICES

IMAC/R SERVICES

SERVICE DESK

SECURITY SERVICES

CLIENT SERVICES (DESKTOP & LAPTOP

SERVICES)LABOUR

SERVICESSYSTEM BACKUP

SERVICESADDITIONAL

SERVICESDATA CENTRE

FLOOR SERVICES

Germany IZ04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /

Project Scope Real-time Project Basis /Project Scope IZ04 Project Basis /

Project Scope Real-time or Demand Project Basis /Project Scope

Project Basis /Project Scope

Austria IZ04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Switzerland IZ04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Poland TA04, IZ06 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /

Project Scope Real-time Project Basis /Project Scope TA04, IZ06 Project Basis /



Belgium TA04, IZ06 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Czech Republic TA04, IZ06 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Netherlands TA04, IZ06 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Luxembourg TA04, IZ06 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Hungary TA04, IZ06 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Slovenia TA04, IZ06 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




France TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /

Project Scope Real-time Project Basis /Project Scope TA04 Project Basis /



DIRECT COUNTRY

WITH BEST SLA

IZ: FIX TIME TA: TECHNICAL ARRIVAL


Turkey TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Bulgaria TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Portugal TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Italy TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Spain TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Denmark TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




UK TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Finland TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Ireland TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Estonia TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Norway TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




North America (USA)

TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




Canada TA04 Project Basis /Project Scope Real-time or Demand Real-time or Demand Real-time or Demand Project Basis /




COUNTRIESTHIRD PARTY

MAINTENANCE SERVICES

MANAGED SERVICES

MONITORING SERVICES

OPERATION SERVICES

ADMINISTRATION SERVICES

IMAC/R SERVICES

SERVICE DESK

SECURITY SERVICES

CLIENT SERVICES (DESKTOP & LAPTOP

SERVICES)LABOUR

SERVICESSYSTEM BACKUP

SERVICESADDITIONAL

SERVICESDATA CENTRE

FLOOR SERVICES

IN-DIRECT COUNTRY

WITH BEST SLA SERVICE MATRIXOUR RANGE OF SERVICES AT A GLANCE


OVERVIEW | 08

SERVICE CENTRES / OFFICES

GERMANY

Hamburg

Bremen

Soltau

Hannover

Bielefeld

Dortmund

Kassel

Leipzig

Hagen

Düsseldorf

Köln

Aßlar

Suhl

Trier

Hochheim

Frankfurt

Trier

Saarbrücken

Darmstadt

Worms

Nürnberg

Karlsruhe

Ingolstadt

Stuttgart

Freiburg

Ulm

München

SWITZERLAND

Zurich

Rothrist

Lausanne

AUSTRIA

Linz

Salzburg

Wien

Graz

NETHERLANDS Utrecht

Utrecht

Dusseldorf

Berlin

Dortmund

Nuremberg

Stuttgart

Suhl

Munich

Hamburg

Hochheim / Frankfurt

Rothrist

Vienna

Leipzig

Hannover

Linz

Salzburg

GrazZurich

Lausanne

Magdeburg

COUNTRIESCOVERED

09 | OVERVIEW

Corporate HeadquarterBranchService Centre



COUNTRIESCOVERED

OUR PRESENCE

COUNTRIES DIRECT /INDIRECT PRESENCE

SUB-CONTRACTING LEVEL

BEST SUPPORTED SLA

Turkey Indirect 1 TA04

Bulgaria Indirect 1 TA04

Portugal Indirect 1 TA04

Italy Indirect 1 TA04

Spain Indirect 1 TA04

Denmark Indirect 1 TA04

UK Indirect 1 TA04

Finland Indirect 1 TA04

Ireland Indirect 1 TA04

Estonia Indirect 1 TA04

Norway Indirect 1 TA04

North America (USA) Indirect 1 TA04

Canada Indirect 1 TA04

INDIRECT

COUNTRIES DIRECT /INDIRECT PRESENCE

SUB-CONTRACTING LEVEL

BEST SUPPORTED SLA

Germany Direct 0 IZ04

Austria Direct 0 IZ04

Switzerland Direct 0 IZ04

Poland Direct 0 TA04, IZ06

Belgium Direct 0 TA04, IZ06

Czech Republic Direct 0 TA04, IZ06

Netherlands Direct 0 TA04, IZ06

Luxembourg Direct 0 TA04, IZ06

Hungary Direct 0 TA04, IZ06

Slovenia Direct 0 TA04, IZ06

France Direct 0 TA04

DIRECT


SERVICES DETAILED

SERVICE SERVICE TYPE DETAILS MANUFACTURERS SLAs

Third Party Maintenance Services Support Contracts Provide support to EOSL devices for fi xed term contracts on various SLA options.Includes break-fi x, faulty part replacement, hardware availability and technician site visit to fi x the problem.

HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², Overland, Quantum, Brocade All

Managed Services Time & Material Adhoc IT- Support requests · Includes Break-fi x, faulty part replacement, technician onsite visit HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², Overland, Quantum, Brocade

No or Deadline Compliance

Monitoring Services ActiveConnecting to the system at regular intervals · Processing of messages, generated by monitoring tools · Provision of Level 1 solutions Remo-

te/On-Site · Event handling in line with SOPs · Priority qualifi cation – Level 1 problem solution according to script/SOPEvent forwarding/escalation to Level 2, 3 · Log fi le analysis · Reports to the client · Proactive system audit

Dell, Fujitsu, HP, IBM, EMC², NetApp, Brocade, Cisco All

Monitoring Services Passive Receipt and management of messages, generated by monitoring tools · Remote/On-Site · Event handling in line with SOPs Priority qualifi cation · Event forwarding/escalation to Level 1 · Reports to the client Dell, Fujitsu, HP, IBM, EMC², NetApp, Brocade, Cisco All

Operation Services HW Support across all platforms

Implementation of predefi ned and planned tasks in line with SOPs · Remote/On-SiteInitiate, control, document and if necessary escalate backup procedures

Initiate, control, document and if necessary escalate failover testing · Implement problem solutions and workarounds

HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², Overland, Quantum, Brocade All

Operation Services Software SupportImplementation of predefi ned and planned tasks in line with SOPs · Implementation of problem solutions and workarounds

Remote/On-Site · Start/Stop partition/engine, database etc. in line with SOPs · Backup of fi les, databasesClean up and defragment fi les · Virus checks · Call ownership and call tracking

Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/OS, Hyper-V, MySQL, DB2, Access, Sophos, McAfee, Kaspersky, Tivoli All

Operation Services Asset ManagementAssets in client DB taken over and managed · Provision of an asset DB · Input and management of the assets

Remote/On-Site · Asset monitoring and identifi cation of the confi guration by softwareEnter reports of asset additions and disposals in the DB · License management

All Relevant IT Assets All

Administration Services END USER ADMINISTRATIONSupport and updating the IT workstation environment · Remote/On-Site · Processing service requests

Create and terminate end user accounts, etc. · End user mailbox management · End user profi le management, restore etc. Implement problem solutions and workarounds · Drive mapping · Award rights · Call ownership and call tracking

Windows, Linux, MySQL, DB2, Access, Tivoli, Outlook, Notes, LDAP All

Administration Services DATA CENTER ADMINISTRATIONSupport and updating the computer centre environment · Remote/On-Site · Processing service requests

Patch and update management · Server, storage and network confi guration · Implement problem solutions and workarounds · Call ownership and call tracking

HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², OverlandQuantum, Brocade, Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/OS, Hyper-V All

IMAC/R SERVICES INSTALLATION OF HARDWARE AND SOFTWARE COMPONENTS

Planning, installation and turnkey of H/W and S/W in datacentre and client environment Installation of hardware taking operationally relevant conditions into consideration · Initial installation of operating systems,

Middleware and applications · Rollouts · Processing service requests · Defi nition of change application parameters

HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², OverlandQuantum, Brocade, Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/OS


IMAC/R SERVICES RELOCATION OF SYSTEMSPlanning and implementation of IT relocations · Advise, planning and execution as general contractors

Disassembly, transport and re-assembly of IT systems and equipment · Prepare the infrastructure for reassembly on location Processing service requests

HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², Overland, Quantum, Brocade


CHECKED


IMAC/R SERVICES INSTALLATION OF ADDITIONAL HARDWARE AND SOFTWARE

Installation of individual HW and SW components as required by clients · Defi ne the resources required (features, systems, etc.)Feasibility study, assessment of requirements · Defi nition of change-application parameters · Physical installation

Processing service requests



IMAC/R SERVICES CHANGE AND UPDATING OF EXISTING CONFIGURATION

Planning and implementation of changes in datacentre, network and client environments · Patch and version managementRealization of rollouts, migrations, etc. · Realization of cabling changes · Image generation and dissemination

Defi nition of change application parameter · Physical installation · Processing service requests



IMAC/R SERVICES REMOVAL/DISPOSAL OF OLD SYSTEMS

Purchase or specialized and certifi ed disposal of equipment and components · Certifi ed deletion of data media on/off-site Disassembly and removal of equipment ready for disposal · Transport of data media in sealed containers · Processing service requests

HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetAppHitachi, EMC², Overland, Quantum, Brocade


SERVICE DESK SINGLE POINT OF CONTACT MODEL Call handling, forwarding and reporting in line with SOPs · Use of TG-ITSM or client ITSMRemote/On-Site · English & German speaking language, Other languages on request

HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetAppHitachi, EMC², Overland, Quantum, Brocade All

SERVICE DESK SOLUTION AND DOCUMENTATIONOF 1ST OR 2ND LEVEL CALLS

Call handling, devising Level 1 and 2 solutions, forwarding and reporting in line with SOPs · Use of TG-ITSM or client ITSM Remote/On-Site · English & German speaking language, Other languages on request

HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp, Hitachi, EMC², OverlandQuantum, Brocade, Windows, Linux, AIX, HP-UX, I/OS, VMware ESX, z/OS All

SECURITY SERVICES SECURITY SERVICES

Regular measures to maintain the security level · Gateway security · Client & mobile security · ComplianceRemote/On-site · Updating the corporate network to prevent authorized access

Vulnerability assessment (security check, penetration tests) · Planning and realization of security audits (BSI basic protection) Compile/optimize/evaluate rules/guidelines for in-company use of IT (organizational)

Adaptation/optimization of security parameters for the Internet Gateway · Endpoint security managementAdministration of two-factor authentication solutions · Manage/secure/protect mobile devices

Check Point, Palo Alto Networks, SophosDell SonicWALL, Safe Net, Trend Micro


CLIENT SERVICES (Desktop & Laptop Services)

CLIENT SERVICESCross-platform management of the workstation environment available on-site dedicated support or Field service · Rollout · Mastering

Imaging · Mobile device management · Client management (installation, distribution, manage, inventory, patch, secure, restore)Expanded hardware guarantee services and guarantee extensions

Barramundi, Sophos Mobile Control, Symantec (Norton) Ghost,HP, DellLenovo, Acer, Microsoft, Samsung, Apple, LG, HTC ,Nokia, Canon, Xerox

Lexmark, Kyocera, Epson, Brother, Oki, Ricoh, Epson, Fujitsu


IT Labour Services Part time or Full time Dedicated technicians available on contractual basis to support your IT needs on-site HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetAppHitachi, EMC², Overland, Quantum, Brocade


System Backup Services Disaster Recovery ServicesTG NES.i NA HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetApp

Hitachi, EMC², Overland, Quantum, BrocadeNo or Deadline

Compliance

Data Centre Floor Services Data Centre Floor Services

On-site activities according to instructions e.g. by manufacturer or callerEscort service third party technician for manufacturers or others

Construction of new servers / components (including power connection / console / LAN / iLO-Confi g (including LDAP) / labelling) Exchange of components in case of failure on systems outside the service contract · Extensions of components

Dismantling and disposal of old components · CablingVisual / auditory check for noises on alarm LEDs / status codes and transfer to the UM SD

Moving internally a machine Intel or similar (2U, removal and installation of rack rails, wiring, labelling)Exchange Tapes to Existing Library (Add, Remove, Replace Data and Cleaning tapes)

HP, IBM, Fujitsu, Dell, Cisco, SUN/ORACLE, NetAppHitachi, EMC², Overland, Quantum, Brocade


SERVICE SERVICE TYPE DETAILS MANUFACTURERS SLA'S

SERVICES DETAILED

CHECKED

» IBM / LENOVO «

SERVERS Blade Center

System p System x System z System i

ThinkServer Flex System

DISK STORAGE DS3000 – DS8000

XIV N Series

SVC Storwize

TAPE STORAGE TS 1xxx / 2xxx / 3xxx / 4XXX / 7xxx

LTO, DAT, DLT, SDLT, Jaguar

SAN please refer Cisco and Brocade

» HITACHI «

DISK STORAGE AMS

WMS-HUS Thunder 9200, 9500V

Tagmastore USP, USP-VM, NSC

» EMC «

DISK STORAGE VNX (e)

Clariion CX Celerra – Centera Symmetrix DMX

Data Domain VMAX

SAN please refer Cisco and Brocade

» DELL «

SERVERS PowerEdge

PowerEdge Blade PowerEdge VRTX

DISK STORAGE PowerVault EqualLogic

TAPE STORAGE PowerVault

SWITCHES Xxxxx SAN

please refer Brocade

» CISCO «

SERVERS UCS Series MCS Series

SWITCHES Catalyst / Nexus Series

MDS Series

» BROCADE «

SAN Switches McData

Directores OEMs

» HP «

SERVERS ProLiant

Integrity – Itanium Alpha

NonStop Blade

DISK STORAGE MSA EVA

XP48-24000 LeftHand

3Par (E, S, V, T Series)

TAPE STORAGE MSL ESL EML

LTO (Ultrium)

SWITCHES PRO Curve / Aruba

» SUPERMICRO «

SERVERSSuperServerSuperBladeMicroBladeUltraServer

FatTwinTwinPro

STORAGESuperStorage

NETWORKSwitches

WORKSTATIONSSuperWorkstations

» SYNOLOGY «

NAS SERVERS / STORAGERS-SeriesRC-SeriesDS-Series

» SUN / ORACLE «

DISK STORAGEStoreEdge 99x Systems

Storage / StorageTek 6xxx ArraysStorage 25xx Arrays

Storage J4xxxStoreEdge 3xxx Arrays

TAPE STORAGEStoreEdge Lxxxx

StorageTek SL8500SL3000

StorageTek PowderHornLTO, DAT, DLT, SDLT

SPARC SERVERSSUN / Oracle T, V, M Series

Ultra EnterpriseBlade

x86 SERVERSSUN / Oracle X, V Series

Blade

NETRANetra SparcNetra x86

Blade

» NETAPP «

SERVERSFAS2000FAS3000FAS6000

FAS8000 Series

» QNAP «

NAS SERVERS / STORAGESS-SeriesTS-Serie sUX-SeriesTVS-Series

REXP-Series

» NETGEAR «

STORAGEReadyNAS

ReadyDATA

NETWORKSwitches

WLAN

» QUANTUM «

TAPE STORAGEScalar ixxxx

SuperLoader 3LTO, DAT, DLT, SDLT

» OVERLAND «

TAPE STORAGENEO 200s – 400sNEO 2000 – 8000

NEO 2000e – 4000e

» HUAWEI «

SERVERSRH Series

E Series / BladeX Series

Hyper-Converged

STORAGEOceanstor 9000Oceanstor UDS

Oceanstor VTL6900Oceanstor 6800 V3

Oceanstor 18000 SeriesOceanstor 5300 / 5500 / 5600 / 5800 V3

» APPLE «

SERVERSOS X Server

TABLETSiPad, iPad Air, iPad mini

SMARTPHONESiPhone

DESKTOP / NOTEBOOKSMacBook, MacBook Air, MacBook Pro

iMacMac Pro, Mac mini

» FUJITSU «

SERVERSPrimergy

DISK STORAGEFibrecat SXEternus DX

TAPE STORAGEEternus LT

SPARC SERVERSPrimepower

Sparc Enterprise M SeriesSparc Enterprise T Series

017 | OVERVIEW016 | OVERVIEW

MANUFACTURER – SYSTEM – MODEL

OVERVIEW | 018

THE TECHNOGROUP SLAs

DEFINITION PRIORITIES

Priority 1: System failure

Priority 2: Considerable system limitations

Priority 3: Minor limitations for system and high availability

Priority 4: RZ (electronic data processing centre) operation not affected

VARIOUS SUPPORTED SLAs AND THEIR DEFINITIONS

IZ04 Restoration of operability within 4 hours after the fault is registered




IZNBD Restoration of operability within 24 hours after the fault is registered


TA04 Technical Arrival within 04 hours after the fault is registered

TA08 Technical Arrival within 08 hours after the fault is registered

TANBD Technical Arrival within 24 hours after the fault is registered

SUPPORT CONTRACT SLA OPTIONS

5X13-TA04 13 Hours 5 Days support with Technical Arrival within 04 hours

5X13-TANBD 13 Hours 5 Days support with Technical Arrival within next business day


7X24-TANBD 24 Hours 7 Days support with Technical Arrival within next business day

5X13-IZ04 13 Hours 5 Days support with Fix Time within 04 hours






7X24-IZ04 w24 Hours 7 Days support with Fix Time within 04 hours






5X13-TA01 13 Hours 5 Days support with Technical Arrival within 01 hour


7X24-TA01 24 Hours 7 Days support with Technical Arrival within 01 hour


5X13-IZ01 13 Hours 5 Days support with Fix Time within 01 hour


7X24-IZ01 24 Hours 7 Days support with Fix Time within 01 hour


GUARANTEED

019 | OVERVIEW

9:45

AM

100%

iPad

OURSLAs

021 | OVERVIEW

CORE EXPERTISEIN ENTERPRISE

SYSTEMS- SERVERS, STORAGE,

CONNECTIVITY WITH OVER 25 YEARS

OF EXPERIENCE

WHY TECHNOGROUPIT SERVICE?

LEADING PROVIDER OF THIRD PARTY MAINTENANCE AND IT SERVICES IN EUROPE REGION

50+ COUNTRIES SUPPORTED GLOBALLY 35MN+EUROS REVENUE IN 2016 4,000+ CUSTOMERS GLOBALLY 90,000+ ENTERPRISE SYSTEMS 99.99% SLA ACHIEVEMENT RECORD FLEXIBLE 90 DAYS PAYMENT TERMS 10+% STEADY REVENUE GROWTH SINCE 2014 24*7*365 SUPPORT DESK WITHIN 15MINS CALLBACK FOR EACH CASE LOGGED WITH US

FLEXIBLE & CUSTOMIZED CONTRACTS 37 SERVICE POINTS THROUGH GERMANY & 9 WAREHOUSES

ISO CERTIFIED ORGANIZATION COMPETITIVE PRICING STRUCTURE CERTIFIED SUPPORT TEAMS

020 | OVERVIEW


CUSTOMER REFERENCES

PARTNERS

www.technogroup.com

CONTACT

SABINE WIEFELSPÜTZHEAD OF INTERNATIONAL BUSINESS

Feldbergstraße 6D-65239 HochheimPhone: +49 6146 8388-843 Fax: +49 6146 8388-777

[email protected]

INTERNATIONAL BUSINESS

M11590218-1 © Technogroup IT-Service GmbH

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