ENGKOR
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Technical SupportGluesys assists with a wide range of technical issues that occur
while managing your storage and IT infrastructure.
Our Engineers aim to guide you with seamless and steady system administration
through analysis by understanding your organization and business strategy.
Preventive and proactive maintenance
Gluesys engineers will keep in check your storage infrastructure for potential threats through diagnosis, maintenance, and error logs, thereby maintaining the infrastructure in a serviceable condition.
Corrective maintenance
Our corrective maintenance service will be carried out depending on the severity, service level, and geographical location. It will be delivered when the system is brought to a full stop or during the period when it is least affected.
Requirement analysis
Analyze your business type and current IT environment to guide you through to a successful storage implementation that meets your future needs and business growth.
Customization planning
Plan for upgrade and replacement to keep mission-critical, in-operation devices at its most advanced state to secure reliability and stability for your organization to meet their ROI.
Support Type
| Basic | Advanced | |
| Service | Remote sessions, E-mail, Phone | |
| Availability |
|
|
| Receipt of inquiry(+ follow up call) | 8 hours | 4 hours |
| Troubleshooting guidelines | 48 hours | 24 hours |
| Regular software updates | YES | YES (remote update support) |
| Direct consultancy | - | YES |
| Remote customization support | - | YES |
| Remote support and troubleshooting | - | YES |
| Severity Levels | Basic | Advanced | |
| 1 |
|
8 hours | 4 hours |
| 2 |
|
12 hours | 8 hours |
| 3 |
|
Two business days | Next business day |
| 4 |
|
One week | Three business days |
Support Flow
