Introduction
Every company needs external support for computer
maintenance. For small and medium sized companies
this support is required, as the company size
doesn't allow for an internal IT department or
IT manager. For large companies this support is
needed as the internal IT department has no time
to deal with daily computer problems and regular
preventive maintenance activities. Cadena is highly
specialized in computer maintenance services.
This resulted in a professional way to organize
and control computer maintenance. According to
our philosophy, organizing, knowledge and reporting
must lead to speed, result and customer involvement,
which again lead to customer satisfaction. |
Key Features Maintenance Contract
Organizing >> Speed
Cadena emphasizes
on an emergency respond system composed of 2 constantly
guarded telephone lines, guiding our nearest available
engineer to the reported emergencies resulting
in amazingly fast respond times.
Knowledge >> Result
Cadena is using
account management to organize maintenance activities.
Every customer is assigned to one of our account
engineers who is responsible for customer care.
Cadena's engineers, all of them experienced
professionals in computer maintenance and networking,
act as an external IT department of customer,
not only solving IT problems, but also communicating
results and advising on the best possible IT
solutions for the customer.
Reporting >> Customer Involvement
Extended reporting
of preventive maintenance, as well as registration
of "on call on site" visits in logbooks,
provide constant customer insight in performed
activities. On the other hand we receive customer
feed back through a quarterly evaluation form
that customer has to fill in, followed up by
an evaluation visit of our customer service
manager. In this way we are able to detect any
customer dissatisfaction (if any) after which
proper actions can be taken to improve the quality
of the services.
Service Maintenance Contract
- On
call on site emergency service with quick
responds
- Two weekly anti
virus software update and virus scan
- Quarterly preventive
maintenance incl. resource utilization check
and HDD defragmentation
- Quarterly evaluation
with our customer service manager regarding
our performance
- Quarterly cleaning
of hardware
- Daily and monthly
reports of maintenance activities including
administrator review
- Regular network performance
analysis
- Servicing all additional
computer peripherals like printers, scanners,
UPS’, routers
- Telephone helpdesk
- Data backup service:
checking or performing data backup
- Spare
parts service including delivery and
installation
- Online Service Reporting
We can also service
your computers in other parts of Vietnam through
our presence in Hanoi and network in South and
Central Vietnam.
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