Global Support Service
SRSMS (Global Support Services of SRA)
Main purpose is to cut your cost with a reliable alternative way. SRSMS, SRA Remote Systems Management Service, is our program of Global Support Service. We analyze the current procedures on IT management, and will find the best possible solution by utilizing our 24-7 responsible and reliable offshore resources. Target services are DBA and help desk. SLA, Service Level Agreement, is created to define and update the details of the service levels. In addition of the regular operation service, we can handle incident/calamity with detail instruction on how to handle them in SLA. The service is done in secure environment inspected by clients.
Target Services of SRA Remote System Management Services
DBA and help desk services are targets of SRSMS. Almost whole areas of DBA
service can be covered like the following. Help desk offsite via email and phone
are available.
DBA services:
- Regular service: Archive, backup, cloning, patch work, etc.
- Monitoring systems and detecting event: Resource status of OS, DBMS, processes, etc.
- Recovering: OS, DBMS, restarting processes, etc.
- Reporting: Operation, statistics, incident/calamity reports
- Upgrade/implementation
Steps for Starting Global Support Service
The following steps make SRSMS start on the right way.
- Clarify your issues/request for Global Support Service
- Create solution with 24-7 full time offshore service of SRA Group
- Define service contents and level
- Make SLA, Service Level Agreement
- Onsite training and make operation manual
- Setup SRSMS environment into SRA Group
- Start Global Support Service
- Feedback and modify SLA
Management Items
Service activities will be determined with standard procedure based on severity level of the event status.
Security Management
Security is one of the main concerns when you decide Global Support Service. Protecting critical business data could be expensive. Do not let this daunt you trying to reduce cost. SRSMS will approach security issues like the following, based on Consulting Service Agreement.
- Location and facility: Secured monitoring rooms and dedicated monitoring terminals are set up in SRA Group.
- Security management: Security managers are assigned each site for planning and executing security strategy.
- Network security: Options for selecting secured VPN through internet connection or lease line.
- Confidential: Each party keeps confidentiality based on confidential article of Consulting Service Agreement.
- Audit: Auditing for facility will be executed by client based on confidential article of Consulting service Agreement.
Main Definitions in SLA
What are in SLA? Standard descriptive items of definition are the following.
- Contact information of parties and general info of contract
- Definition of event, severity levels, and operation
- Reporting and incident handling
- Scope and limitations: exclusions, limitations, and prerequisite conditions of service.
- Security management: as stated above.
- Detail definitions of management items of service: SRSMS process diagram, monitoring items and severity levels, service control and response time, change management, applying patches/cloning request, and required info for applying patches/cloning.
- Detail definitions of service and operation: monitoring systems and detecting event service, recovering service of the target systems, reporting, DBA services, and architecture of monitoring system of Global Support Service.
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