Platform support

PRIME Support & CISCO

We provide your organization with the specialized and certified resources necessary to ensure the successful operation of your platforms, offering a high level of service and availability to your users.

Assisted Support

8×5 hours availability


We provide on-site availability of Infrastructure Specialists from different platforms, who will offer support as one more asset of your organization, providing support in monitoring, planning and solving incidents during working hours..

Preventive Support

24 x 7 Availability

Este soporte brinda la disponibilidad de especialistas senior en Infraestructura de distintas plataformas, quienes prestarán apoyo preventivo en la evaluación de los distintos equipos que conformen su plataforma, adaptándonos a los distintos fabricantes y tecnologías que disponga el cliente.

Platform Support

PRIME SUPPORT – CISCO

We provide your organization with the specialized and certified resources necessary to ensure the successful operation of your platforms, offering a high level of service and availability to your users.

Assisted Support

8×5 hours availability

We provide on-site availability of Infrastructure Specialists from different platforms, who will offer support as one more asset of your organization, providing support in monitoring, planning and solving incidents during working hours.

Preventive Support

24 x 7 Availability

Este soporte brinda la disponibilidad de especialistas senior en Infraestructura de distintas plataformas, quienes prestarán apoyo preventido en la evaluación de los distintos equipos que conformen su plataforma, adaptándonos a los distintos fabricantes y tecnologías que disponga el cliente.

SUPPORT AND INCIDENCES REPORT

PRIME Support

CISCO Support

Soporte Asistido

Soporte Preventivo

Support in CISCO Platform

TCS has a variety of support services and maintenance of the whole Networking of Cisco products and environments offering the best quality standards and maintenance of the business. These are offered in the various types:

Call Business:

It is a service created to offer support in the “by demand” mode in which we make available the Remote and Support Operation Center of TCS-Network to our clients and where all requests will be received and solutions will be provided according to the established response times for this service offering remote support to the clients to improve the time of response and failure solving.

Business Support:

Unlike Call Business, this service is aim to unify and integrate the call support (remote) and the support in situ of our TCS-Network personnel as one, granting the client a base number of hours to be used upon demand within the contracted period and providing a proactive support service with an optimization and mitigation of vulnerability recommendation report where we initially offer a remote support as an immediate action measure and we assist in situ the requirements of our clients once our personnel  previously assessed them. This service offers the client the tranquility of counting on specialized support in the solutions of failures and risks mitigation tasks, platform reengineering and assistance in change controls.

Gold Support:

Exclusive service to guarantee the technical operation and guard of all assets of the technological platform by replacing equipment as well as parts and pieces like qualified personnel on location. Both in a working days schedule under the 8×5 scheme.

Platinum Support:

This is TCS-Network Premium service. It encompasses all the previous services guaranteeing the operation, parts and equipment pieces changing availability, monitoring, advisory and assistance by highly qualified personnel 24 hours a day, 7 days a week, 365 days a year. An scheme designed to offer a complete solution to the operation and redundant maintenance of your CISCO platform.

Assisted Support

This type of support offers the availability of specialized personnel in infrastructure of different platforms, with an 8x5 schedule.
Infrastructures: (Operative System / Database / Virtualization / Storage / web logic).
Platforms (Oracle AIX, Linux, Windows, etc).
Our personnel will provide support as one more asset of your organization by assisting in monitoring, planning and troubleshooting during working schedule.
The following tasks are within the activities of Assisted support over the ORACLE platform:
  • Administration of the operative systems surroundings in any versions of the Oracle technologies (Solaris and Oracle Linux)
  • Planning and execution of the changes in the Operative System that result from the business growth and the implementation of projects based on the information provided and to include these plans as part of the capacity planning service under the manufacturer best practices.
  • Management and implementation of Change Controls.
Documentation and information:
  • Document and maintain the Operative System configuration according to the Security policies dictated by the final client on servers.
  • Supply information on the configuration for the analysis of troubleshooting or problems.
  • Management of documentation and resolution.
  • Obtain the necessary information for planning and executing the Operative System environments updates.
  • Obtain the necessary information for the updating and patch driver updating execution. Firmware of the administrated systems.
Software, Hardware and Management:
  • Management of volume management software typical of the Oracle technology (ZFS, Solaris Volume Manager, Logical Volume Manager).
  • Management of the OVM (Oracle Virtual Machine) technology for the management of creation / modification / virtual environment elimination (LDom).
  • Administration management through the Oracle Enterprise Manager Ops Center tool.
  • Manage and execute the OS updates (versions and patches).
  • Create and manage cases (SR Service Request in the MOS portal (My Oracle Support).
Updating, Analysis and Measurement:
  • Prepare and execute changes associated with the operative system updating.
  • Capacities management.
  • Obtain usage load metrics (cpu, memory, 1/o transactionality) through the use of the operative system tools.
  • Analyze the performance measures and document them.
  • Determine tendencies according to obtained measures.
  • Generate a monthly report on the state of the resources of the equipment indicated by the client.
Monitoring:

It is important to outstand that we can supply Assisted service adjusted to the various manufacturers and technology available by the client.

It is important to outstand that we can supply Assisted service adjusted to the various manufacturers and technology available by the client.

Preventive Support

This support offers the availability of senior specialists in infrastructures of different platforms with availability of 24x7:

Our infrastructure senior specialists (Operative System / Database / Virtualization / Storage / middleware) of various platforms (Oracle AIX, Linux, Windows etc…) will offer preventive support in the assessment of various equipment that conform the platform through the mitigation of the vulnerabilities and failures and support for the troubleshooting in any of the equipments under coverage.

As part of the specific Oracle Preventive Support, the following activities are included:

Analyze all the servers subject of the service for the identification of the opportunities of improvements of the hardware and software components in a preventive manner with the purpose of reducing the operative risk.

Some of the aspects to be assessed are:
  • Necessary procedures to apply the mitigation of risks identified in a way so that they can be applied by their operators or administrators of Oracle/Sun equipment. The plan to be generated will be oriented to minimize the interruption time of your Oracle/Sun equipment for the application of the recommendations.
  • Once the remediation plans are elaborated, it is your responsibility to implement the recommended actions unless you contract the service “Proactive Risks Mitigation Implementation”.
  • Elaboration of plans of remediation of the recommendations presented through the risk analysis report to be discussed and analyze in jointly manner with the client.
  • Conducting of the Configuration or Preventive Incidences Management. Notification of the incident occurrence to the client with the details of category and severity.
  • Management of the management software of volumes typical of Oracle technology (ZFS Solaris Volume Manager, Logical Volume Manager).
  • Management of the OVM (Oracle Virtualization Machine) for the management of creation / modification / elimination of virtual environments.
  • Management of OS updates (versions and patches).
Capacities Management:
  • Obtain usage load metrics (cpu. Memory 1/o, transactionality) through the use of the operative system tools.
  • Analyze the performance measures and document them.
  • Create and manage cases (SR, Service Request) in the portal MOS (My Oracle Support).
  • Determine tendencies according to obtained measures.
  • Generate a monthly report on the status of the resources of the equipment indicated by the Client.
Monitoring:
  • File System structure monitoring. Logs revisions.
  • Equipment performance revision.
  • Revision and follow up of cases in the MOS that the Client requires.

SUPPORT AND INCIDENCES REPORT

 

The intelligence of the Enterprises depends on its capacity of integration. Request more information so that one of our representatives contacts you.

CONTACT US

Phones:
+58 (212) 235.3137 - 238.5718 - 237.5094

Email:
contactus@tcs.com.ve

Address:
Av. Francisco de Miranda, Torre Bazar Bolívar, Piso 6, Ofic. 601, Boleíta Sur. Caracas, Venezuela.