Over the last decade ITR has developed a full-grown portfolio of IT-related Managed Services which, depending on your China IT-Vision and Strategy can easily be fitted into your current IT-environment.

• Ongoing Maintenance Services
• IT Outsourcing
• Hosting Services
• Network Monitoring & Redundancy Planning

Ongoing Maintenance Services

Supported by ITR’s 24-7 bilingual helpdesk and nation-wide engineering resources, ITR maintenance services are gathered into customizable professional package solutions. ITR proposes three different levels of Service Level Agreement, offering you the possibility to be provided with the most suitable solution.

• 8x5 - 8 hours per day (9am to 5pm) on official workdays
• 12x7 – 12 hours per day (8am to 8pm), on all days except national holidays
• 24x7 – 24 hours per day on all days including national holidays

ITR’s services structure is based on 3 levels of support:

• 1st level support - Bilingual telephone assistance, help desk, up to 24x7
• 2nd level support - Remote: remote reparation, move, adds, changes
• 2nd level support – On-site: onsite assistance
• 3rd level support - Escalation to Manufacturer or Original Vendor

ITR maintenance services cover a wide range of equipment, systems and software integrated in the IT infrastructure. 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 packages cover a wide range of services, which basically include onsite-, move/add/change- and help desk services for the equipment covered. All services deliverables are contractual and thus come with guaranteed response times.

• Troubleshooting
• MAC (move/add/change) request
• Case tracking and internal escalation
• Case escalation to manufacturer if covered under relevant warranty
• Coordination of warranty cases with manufacturer or original vendor
• 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)

IT-Outsourcing

As with Ongoing Maintenance Services, ITR offers engineering support to customers throughout China. If required, we can provide full-time onsite bilingual engineering support, as well as desktop support engineers. Of course it is possible to contract these ITR resources for regular (weekly, bi-weekly) visits as well.

Hosting Services

In its data centers, ITR offers its customers a number of Hosting Services. In cooperation with its sister company IT-Broadband (ITBN), ITR can install, manage, and maintain items such as fax- and email servers. Other parts of this portfolio are web- and email hosting.

Network Monitoring & Redundancy Planning

Combining the worlds of Systems Integration and Supply of Data Connections, ITR forms an excellent choice for companies wanting to optimize their network performance and utilization, and the security and redundancy of those networks. Together with industry-leading partners, ITR can monitor, measure, and regulate data streams on your network, making sure that critical systems and applications are not interfered with. Also, ITR will help you make sure that those mission-critical systems are secure, and as good as guaranteed from disturbing your office or factory production.