About Sysnet 

Sysnet Group is amongst the very few companies who are involved in making the latest technologies work for the betterment of their customer’s. As a leading systems’ integrator of this region, Sysnet has a much diversified portfolio of services and solution that are available to the customer’s, which can help them gain competitive advantage and become more productive. 

One of the most rapidly changing environments is the technology environment. Any company who has the skill set to work with the latest technology can serve their customers the best. Sysnet shines in this areas as it has always bought in innovation with the help of technology to transform businesses, and change the way they did it in past. 

One of our key to success is our relationship with our vendors. With their constant innovation in the technology arena, we are able to deliver comprehensive solutions to solve the needs of a business. Our vendor relations are second to none. 

Sysnet was established in 1993 with the vision of bringing Solutions to meet the strategic goals of a company and to provide intelligence to the businesses to make better decisions, using the best of technology. Our main strength is our technical expertise, which keeps on growing on a daily basis. Sysnet believes in investing on new trainings for its employees which give them the edge over the competitors when it comes to providing high end solutions.

About Sysnet 

SysCare as a Service

Sysnet’s Support Services

Round the Clock Support

Global Coverage

Backup and Repair Service

Preventative Maintenance

Pro Active Monitoring

Named Technical Account Manager

Dedicated Expert Level  Technical Resource

Why SysCare

Increases network visibility and provides you with the information needed to efficiently manage and continually improve the network 

Improves network uptime, security, and performance through ongoing monitoring and periodic assessments that allow problems to be addressed before they affect business 

Allows IT staff to operate more efficiently by reducing the time and effort required to keep the network running optimally 

Enhances employee productivity and responsiveness to customers through improved availability of essential business applications 

Optimizes business profitability by helping you get the most from technology investments  Simplifies contract management and maintenance requirements through a single service 

contract that covers all  devices  Combines the expertise and service advantages of both Principal and Sysnet into a single 

offering 

SYScare Support Plan

SYScare offers a multiple‐tier support structure for its customers.

SysCare Platinum Plan

SysCare Gold Plan

SysCare Silver Plan

SysCare customize PlanAvailable Response time .

24 x 7 x 2

8 x 5 x 4

8 x 5 x NBD (Next Business Day)

SYScare Support Services Matrix

Services Description SysCarePlatinum

SysCareGold

SysCareSilver

SysCareCustomize

SysCare Helpdesk Support 24x7

SysCare unlimited onsite visits , 

unlimited Remote Login Support

SysCare unlimited onsite visits , unlimited Remote Login Support

SysCare limited onsite visits , 

unlimited Remote Login Support

SysCare customize onsite visits , 

unlimited Remote Login Support

Monthly Report Submission √ √ √ √

Coverage Hours24 * 7 √ √ √ Optional

8 * 5 √ √ √ √

Response Time 2/4 Hours  √ √ √ √

Troubleshooting √ √ √ √

Resident Engineers √ Optional √ Optional √ Optional √ Optional

Preventive Maintenance √ √ √ √ Optional

Remedial Maintenance √ √ √ √

Proactive Monitoring √ √ √ Optional

Vendor Support √ √ √ Optional

Spares/Backup onsite exclusive

√ Optional

√Through Customer √ Optional

Spares/Backup Shared

√ √ √ √

Escalation to Highly SkilledResources

√ √ √ Optional

OS/Software Upgrades minor √ √ √ Optional

Bug Elimination √ √ √ √

Software Support √ √ √ Optional

Named Technical Account Manager √ √ Optional

Value Added Services √ √ √ √

Service Description

Helpdesk SupportSupport facility to log calls via telephone or email as defined in the Service matrix.

Monthly Report SubmissionMonthly reporting of all incidents logged with the helpdesk.

Response Time – 2/4 HoursFor any issue, an Engineer will be on site within 2/4 hours depending on the site location.

TroubleshootingRecognize and diagnose problems with the aim of keeping your IT infrastructure runningoptimally.

Preventive MaintenanceMaintenance Activity will be carried out for all equipments quarterly. This will ensure health oflive equipment and therefore prolong its life.

Service Description (contd..)Remedial MaintenanceIt includes diagnosis and correction of product failures. Sysnet engineers promptly take care ofmalfunction equipments. They ensure that the issue won’t occur again.

Proactive MonitoringAppropriate technology is used to monitor in real time the health and availability of IT devices.

Vendor SupportIt is the analysis of network health, availability trends, and alerts about unidentified issues. Italso regularly maintains record for each device and provides up‐to‐date status report.

RMAReturn Material Authorization. It is an authorization from through Warranty and backup supportwhich is granted after investigation/verification of the equipment hardware fault. Once RMA isissued, faulty device can be returned back to the vendor for repair or replacement.

Escalation to Highly Skilled (Expert level) ResourcesSysnet provides expert level support based on escalation matrix.

Service Description (contd..)System / Network / Infrastructure Performance ReportsPerformance reports will be sent to customer.

Named Technical Account ManagerA dedicated technical account manager will be assigned who will be looking at all the servicesprovided to the customer.

TrainingSysnet can provide Overseas/Local Training on different technologies as per demand of customer

Consulting for future Expansion ProjectsConsulting services can also be provided for upgradation and future expansion.

Value added ServicesSysnet provides frequent Senior technical and marketing manager visits to customer. Also give accessto web knowledgebase. Sysnet provides customer Products update knowledge in order to giveAwareness on new technologies .Sysnet do arrange global seminars and meetings in order to facilitate customer as a trusted solutionadvisor.

SYScare 24x7 Global Help Desk 

SYScareWeb‐based help Desk system  improve customer satisfaction and productivity by streamlining help  Analysis of customer support database ,it can provide insights into customer needs, behaviors and offers valuable feedback for improving overall business processes. 

The procedure of resolving a problem reported to help desk usually consists of four phases – Problem identification Problem reporting Problem resolution  User notification.

SYScare 24x7 Global Help Desk  (Contd..)

Problem IdentificationSYScare CRM Web‐Based Help desk  offers solution for easy creation of online 

support database. Once a customer or a user is aware of a problem, he/she can search support knowledge database to narrow the scope of the issue. Customers may be able to resolve some problems as a result of searching online support database. This will significantly reduce the cost and amount of support at help desk. 

Problem ReportingIf the customer wasn't able to find the solutions on the Web‐based support 

knowledge database, he/she can report issues on the Web. The Help desk enables customer support representatives to response to customers timely and accurately. 

SYScare 24x7 Global Help Desk  (Contd..)

Problem Resolution During the resolution phase, customer support staff will be more productive as a result of using help desk systems. Help Desk systems can facilitate coordination of team work and assign support requests to proper support team members. SYScareWeb‐based help desk systems allow the support staff to keep track of frequently asked questions and answers. Creation of support knowledge base will reduce the needs of live customer support and promote the reuse of support knowledge database.

User NotificationOnce the issues are resolved, customers can be timely notified by emails. Email notifications facilitate the communication between the support team and the customers. The customers are always kept well informed as to the progress of their requests. The email notifications are automatically generated when issues are resolved or updated by the support staff. 

Work flow

Calls Logs from Customer offices ( Global) and they inform Sysnet local support center foropening call

End User Log Calls to Sysnet

Sysnet Log Call to for onsite Visit

Sysnet do Onsite visit and inform back Customer

Customer Network

Problem Solved

Support Process

Ticket Logging Procedure

Phase I

Customer emails  at (techsupport@sysnetgroup.com) 

As per the logged complaint, Support Coordinator will verify the support contract 

Gathering the problem description to categorize the call 

Priority Setting according to the following rules: 

P4: Customer needs information concerning basic product configuration data 

P3: Customer network performance is degraded but most business operations continue 

P2: Customer production network is severely degraded and impacts business operations 

P1: Customer production network is down, with the potential of causing critical impact to 

business operations if the service is not restored quickly 

Ticket Logging Procedure (contd..)Phase II

Sysnet Support Coordinator will forward the case to the appropriate support team/engineer  Support Engineer would telnet/dial into the customer’s network to identify the problem  Even if no remote access – telephonic support  Most of the configuration related cases would be resolved by this point  If the problem is identified as a hardware failure, on‐site engineer will be sent to replace the 

hardware from customer inventory on the basis of calling time. Response time will be as per the guaranteed SLA 

If the problem is identified as a software bug, the problem will be reproduced in Sysnet    Engineering lab with various IOS versions 

If the problem does not appear in a different release, the software will be upgraded as a  Work around 

Problem can be reported to customer for RMA with the traces and debugs captured during the Process

Ticket Logging Procedure (contd..)Phase III

Manager Support does the troubleshooting and see notes in CRM. If case remains still unresolved, it is escalated to GM /CEO based on the priority.

Phase IV

Once the problem is completely resolved, the solution is applied and the case is closed  The customer is kept involved during the complete process 

Ticket Logging Procedure (contd..)Escalation Table based on Priority

Elapsed Time P1 P2 P3 P4

1 Hours techsupport@sysnetgroup.com techsupport@synetgroup.com techsupport@synetgroup.com techsupport@synetgroup.com

4 Hours Level_2b@sysnetgroup.com Level_2a@sysnetgroup.com - -

6 Hours Level_3@sysnetgroup.com Level_2b@sysnetgroup.com Level_2a@sysnetgroup.com -

12 Hours - - - -

24 Hours - - - Level_2a@sysnetgroup.com

SYScare Escalation Contacts

Support Lifecycle

Customer Complain (Call, Email Etc.) from customer

Support Ticket is Generated

Engineer Assigned

Engineer, Customer and Manager  Informed

Engineer Reports to the Client

Perform Troubleshooting

Problem Resolved

Customer Sign CVF Form

Customer Satisfaction

Update Incident / Ticket

Close Incident / Ticket

Sysnet Asset Certified Resources

THANKYOU!

Q & A

Q&A