Gatec Solutions Private Limitedl carries rich expertise in areas of remote IT infrastructure management and support services. The founder members and the executive management team possess over 100 years of experience working with global leaders operating in this domain. The service delivery framework is based on ITIL methodology. ITIL provides a comprehensive set of best practices for IT service management, which helps to achieve business effectiveness and efficiency in the use of Information Technology.

The current service delivery team offshore comprises of skilled resources in areas of:

Call Management and Helpdesk Desktop Management Email Management Anti Virus Management Database Management Backup and Archiving Management System Administration Network Administration Vendor Management Asset/Inventory Management

Call Management and Helpdesk:

Helpdesk provides a single point of focus for all requests coming from the client environment and that associated information is maintained and reported in accordance with the Service Level Agreement. It manages the complete call lifecycle consists of following processes:

Initiating the call / Answering the call / Logging the call /First level support/ Call dispatch /Call monitoring and tracking/Call follow up and closure.

Desktop Management:

Operating System installation & Upgradation / Standard office suite installation and support / Administering Move, Add and Changes (MAC’s) / Installation & Configuration Of layered Software / Addition & Configuration of printers and other peripherals.

Mail Management:

New account creation, deletion of id’s, space management, password management, and authorization services on different platforms are offered.

Anti Virus Management:

Anti-virus software support / Upgrade and patch management /Deploying the latest patch across the installation either manually or through management software.

Database Management:

Database server administration, performance analysis and tuning services are provided. Access control and Backup rules are defined in consultation with the users and implemented for smooth and trouble free operation.

Backup and Archiving Management:

Backup & archiving is very important to any IT- infrastructure management for a smooth & trouble free operation. A complete backup schedule & log is created during implementation of managed service in consultation with the customer and the same will be updated daily basis to keep the track of complete backup. The following services are provided.

Partition level backup of UNIX Server / NT disk level backup with registry / Database Backup / On-line user file backup on Server / Individual user level back up /recovery of application, data and system software .

System Administration:

Gatec Solutions provides comprehensive Server maintenance and support.
Some of the important monitoring functions that may occur are:
Server CPU availability / Disk space utilization/ Disk swap ratio /Cache buffers / Memory availability /Memory swap ratio /Response time. Report can be prepared on key performance metrics on pre decided intervals like daily, weekly, fortnightly or monthly basis.

Network Administration:

Network management will provide the support required to operate, control and sustain the local area network environment. Services include:

Managing Hubs / Administering TCP/IP addresses / Network performance monitoring and proactive warning of network failure/ Monitoring the availability of servers / Monitoring network error rates / Maintain latest configuration and topology diagrams.

Vendor Management:

A support group consisting of Gatec officials and customer representative is formed to interact with the third party vendors and the group is responsible for product evaluation, vendor selection and contract negotiation, and SLA preparation with external vendors. Calls to external vendor will be dispatched from the helpdesk and these calls will be monitored and measured including call escalation for unresolved problems.
Calls to a vendor may include other services under that vendor’s contract like product installations, upgrades, repair, problem escalation, etc.

Asset Management:

Gatec Solutions will track and maintain a physical inventory of the I.T. asset database. Equipments that are generally considered, as an I.T. asset will include:
Desktop PC’s / Notebooks / Servers / Network Equipment / Peripherals like external modems, scanners, printers and Software license, Media, Documentation, Manuals and IT related books. A monthly report is provided for the following:

Existing Items installed under asset database / New I.T assets added during assessment / Changes and discontinuation to the I.T. Assets performed by the Customer, with notification to the Help Desk / Changes and discontinuation to the I.T. Assets performed by Gatec Solutions.

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