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8 (800) 100-00-23 www.softlinegroup.com
[email protected] | [email protected]
Technical support and IT outsourcing
[email protected](495) 232-00238-800-100-00-23
FY 2013: Company facts and figures
Technical support. Outsourcing. Outstaffing.
8000+clients continuously supported
400+ Certifiedengineers
200+Supportedvendors Centralized technical support
service available in online mode in all regions of Russia
Full coverage of all time layers, 24x7 work.
Maintenance of all customer infrastructure.
Solving various cross-vendor integration problems.
support.softline.ru | [email protected] | +7(495) 232-0023
Softline – a single entry point for solving all IT tasks
Softline is a single entry point for solving all IT tasks: from software licensing to implementation of comprehensive end-to-end IT solutions, from IT specialist training to technical maintenance of customer IT infrastructure.
Comprehensive approach to providing IT services.
Considerable experience in implementation IT projects of various degree of complexity for companies of various sizes and market sectors, including governmental institutions, production and industrial enterprises, financial, oil and gas companies, FMCG, telecommunication companies and academic organizations.
The largest staff of certified technical specialists in hardware and software solutions of more than 200 vendors in Russia.
Business principles
Company experience and reputation
Territorial presence
High-qualified specialists
Technical proficiency
Comprehensive approach to services
Unified standardized service level
Technical support
Providing consulting and technological services related to maintenance of existing functionality of software, hardware, appliances and IT systems.
Single technical support service in online mode all over Russia
Support via the Internet (HelpDesk, servicedesk.softlinegroup.com)
By phone: +7 (495) 232-52-14 (round-the-clock, entire Russia)
By e-mail: [email protected]
Full coverage of all time layers. 24x7 working mode.
Axios Assyst implemented system
Representative offices in the cities of Russia, former USSR countries and overseas
RUSSIA AND THE CISRussiaArmeniaAzerbaijanBelarusGeorgiaKyrgyzstanMongoliaTajikistanTurkmenistanUkraineUzbekistanKazakhstanMoldova
AMERICASArgentinaChileCosta RicaColombiaPeruVenezuelaBrazilMexicoDominican RepublicEcuadorPanamaPuerto RicoCanadaUSA
ASIACambodiaIndiaVietnamMalaysiaIndonesiaPhilippinesThailandAustraliaChina
EMEATurkeyRomania SpainSouth AfricaGulf StatesAngolaMozambique Nigeria
Softline is always at hand and speaks your native language in 79 cities of 27 countries worldwide.
Unified regional business policy
Single entry pointPartners are working in our systemsStandardized SLA Personal partner relationship managersWork summary for every quarterMonthly reportingDedicated service managerHardware and software database (CMDB)
Multi-vendor technical support
... and many other vendors
Service level Conditions Software Hardware
Support time 9*5, 24*7 9*5, 24*7
Response time 0.5 hour, 1 hour, 2 hours, the following working day
0.5 hour, 1 hour, 2 hours, the following working day
On-site engineer 2 hours, 4 hours, 6 hours, 8 hours …
3 hours, 4 hours, 6 hours, 8 hours …
Fixed recovery time -------- 4 hours, 6 hours, 12 hours, 24 hours…
Personalized support group Yes Yes
Replacement of components, delivery of equipment for temporary replacement
-------- Yes
Technical support benefits
Reduction of technical support and maintenance costs in comparison with vendor support.
Working hours of software developers are also included into Softline support.
Flexibility, dynamic development, client-oriented approach, delivery of personalized services and solutions.
Single entry point for solving tasks related not only to particular software, but to infrastructure as a whole.
Engagement of vendor engineers and experts: Citrix, Symantec, VMware, Cisco, Check Point, Red Hat Linux, IBM, Hewlett-Packard, Novell et al.
IT outsourcing
IT outsourcing is transfer of information system maintenance to specialized organizations.
Types of IT outsourcing Functional outsourcing – transfer of a part of IT department functions for maintenance to a service company.
System service outsourcing – maintenance of customer system services.
Comprehensive outsourcing – management and maintenance of operating systems, productivity applications, support of computer equipment and other tasks related to Information Technologies.
Resource outsourcing – transfer of a part of IT department out of the staff (outstaffing). Service company can undertake calculation and payment of salary, tax management, human capital management, as well as personnel performance management and monitoring.
Outsourcing and outstaffingOutsourcing
Outstaffing
Task
Solution
Client
Client
Task
Solution
Benefits of IT outsourcing
Reduction of IT maintenance costs
Growth of IT system productivity and stability
Quality control over provided services
Downtime minimization, business continuity
Single entry point for solution of all tasks
Quick response to corporate business strategy changes
Softline clients include
We are trusted
We focus on long-term relationships
We are recommended
НАМ ДОВЕРЯЮТ
С НАМИ СОТРУДНИЧАЮТНА ДОЛГОСРОЧНОЙ ОСНОВЕ
НАС РЕКОМЕНДУЮТ
[email protected](495) 232-00238-800-100-00-23
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