Managed Services

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ITR has developed a comprehensive portfolio of IT services which could easily be fitted into any existing IT environments:

Ongoing Maintenance Services

IT Outsourcing

Hosting Services

Network Monitoring & Redundancy Planning

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Ongoing Maintenance Services

Supported by ITR’s 24/7 bilingual helpdesk and nation-wide engineering resources, we can offer three levels of support:

  • 8 hours per day on weekdays
  • 12 hours per day everyday
  • 24 hours per day everyday

ITR’s services structure is based on three support levels:

  • 1st level support – Bilingual telephone assistance: help desk, up to 24/7
  • 2nd level support – Remote: remote support, move, add or make changes
  • 2nd level support – On-site: onsite assistance
  • 3rd level support – Escalation to Manufacturer or Original Vendor

ITR’s maintenance services support a wide range of equipment, this includes:

  • Switches, Routers and Firewalls
  • QoS Devices and Access Gateways
  • Servers and Workstations
  • Telephone Systems, Telephones and Accessories
  • Copiers, Faxes, Printers, Scanners and Other Peripherals

ITR maintenance service package includes onsite, move/add/change requests, and help desk services for the related equipment. All services come with guaranteed response times. This includes:

  • Troubleshooting
  • MAC (move/add/change) request
  • Case tracking and internal escalation
  • Case escalation to manufacturer if covered under the warranty agreement
  • Coordination of warranty cases with manufacturers or original vendors
  • Coordination of troubleshooting for covered devices with 3rd parties
  • Reconfiguration to meet new requirements
  • Storage/update of customer configuration data
  • Yearly update of documentation for hardware and software
  • Restoration of network operating systems and relevant configurations if systems crash or become corrupted (not application data)
  • Software upgrades (not including any applicable cost for software)
  • Training (charged as normal visit)

Hosting Services

ITR offers a number of Hosting Services through its data centers across China, which includes:

  • Install, manage, and maintain fax- and email servers, offering also web and Email hosting as required.

Network Monitoring & Redundancy Planning

ITR is an ideal choice for companies wanting to optimize their network performance and utilization, while increasing security and reducing redundancy of the networks.

ITR can:

  • Monitor, measure, and regulate data streams on the network, ensuring that critical systems and applications are not interfered with and remain secure.

Customer Satisfaction Management

We hope to achieve the following goals through investigation in different ways:

  • End user satisfaction of the existing service technology.
  • End user satisfaction for the current service process.
  • End users to respond and solve the process satisfaction.
  • End user satisfaction for the overall information service.