 |
|
|
| |
 |
|
|
|
| |
Policy
It is SingTel’s direction to provide our valued customer with standard, well managed computing services and state-of-the-art technologies that meet the growing demands of resources. The technologies deployed within our infrastructure are constantly being evolved to provide the best for all our customers.
SingTel will constantly monitor, measure, analyze, and report Service performance as it compares to the agreed Performance Standards. A second Level support is available to be channeled for escalation of faults, and Engineers will be paged to troubleshoot problems. SingTel will provide formal reports as according to the requirements and informal adhoc reporting in regard to hardware, software and application issues.
Availability of 99.9% Uptime
All equipment are fully redundant with no single point of failure. These equipment are housed in a Datacentre.
Dual Internet links to ISPs are provided.
Monitoring tools are used to monitor the availability and the resources utilization of the servers. When any of the servers are not detected “alive” by our monitoring tool or when the servers’ resources are not utilizing to what is defined to be “healthy”, SingTel engineers will be automatically paged for the troubleshooting, followed by a report on the case detected, to be submitted and reviewed.
Technical Expertise
With SingTel strong field of technical resources, we will provide the following of technical expertise to support the platform:
- System Engineer
- Storage Engineer
- Network Engineer
- Virtualisation Technology Engineer
- Security Engineer
- Solution Architect
The above personnel are all certified at the highest level in their respective field of expertise.
Supported Platforms
We will support the following OS Platforms:
- Microsoft Windows Server
- Red Hat Enterprise Linux Server
Supported provided will include:
- Basic Troubleshooting
- Patch Management
- Configuration/Parameters Troubleshooting
- Network Related Issues
Service Review
Customer’s feedbacks are of utmost concern to SingTel. As such, we are committed to constant Service review meetings on Service Level issues. Our Service Manager will be committed to conduct such review meetings periodically with the customer’s representative, on the area of Service Level. Key agenda on the review meeting will be based on availability, performance and recovery.
Operation and support hours
The data centre operates on 24x7 basis. Telephone support is available 24 hours.
Alatum Helpdesk
Contact No: 6248 6305/ 6248 6321. Email: gc@juzcall.com.sg
Response time
The response time will be governed by the Service Level Agreement signed between the Client and Singtel.
Generally during support hours, the client shall receive a telephone response from SingTel within the following time frame: 2 hours.
Scheduled Downtime
For scheduled downtime of servers, all customers will receive announcements from Singtel by email.
|
|
|
|
|
|
|
|