ProCare
ProCare is a new, flexible, technical skills contract from Chilli that will suit every requirement. Whether you simply want a technical support service to supplement IBM's Software Subscription Service or, at the other end of the scale, require a full SystemCare service, you will find that ProCare is the answer.ProCare delivers a number of additional benefits not normally associated with a typical support contract. It provides a consistent and secure VPN to allow our technicians controlled and reliable access to your systems. It also provides a monitoring service for not just your iSeries but any other snmp capable devices including Microsoft Windows, Netware, Unix and Linux servers.
Free VPN Connection with all contracts
With your permission, the first thing we will do is to install a dedicated ProServ server with VPN connection to our technical support team. This will allow us to monitor your systems on your behalf and also to be proactive in the services we can supply. VPN access to your systems means problems are resolved sooner and man-hours and costs minimised. All this is done subject to your absolute security and control.
Proactive Systems Health Monitoring
All contracts benefit from our Systems Health Monitoring facility. We use a powerful software tool to continually monitor all elements of your systems and advise on status. Every host, server and network is monitored continually on a 24/7 basis. The status screen is made available for you to monitor in-house or, if you prefer, we can monitor it on your behalf and alert you at predetermined thresholds. Remedial actions can be established in advance or agreed at the time.
Proactive prevention of User Downtime
Because your systems are monitored continuously we are able to spot trends in systems performance and reliability and to recommend remedial action before any impact on user service. For example, if disks start to fill and there is a shortage of available storage this can be identified before it becomes a problem.
Access to technical skills 24x7
Many operational systems frequently require 24x7 availability and in consequence the need for technical support also needs to be on a 24x7 basis. In response, we can extend our service contract to provide access to skills whenever you need it.
Image Systems Management Contract
For complete support coverage we offer our SystemCare package. In addition to our normal support this provides proactive monitoring and auditing of key parts of the system on a regular basis. We will provide detailed reports with recommendations on how to optimise systems performance and availability. You can even use your support contract for us to implement the recommendations if you prefer.
Full Flexibility
To help you get real value from your ProCare contract, we allow you to convert any unused support time into service days to help on project or remedial work. You can top up the contract at any time, to get further help.
Reporting and Processes to make it work
When things go wrong, fixing the problem is our first consideration, but it is not the only one. Customers need accurate information about the state-of-play. Where are we up to? What is the next stage of the escalation process? What is the likely timescale? Our in-house systems give us the capability for direct and immediate communications with you to answer these questions.
Pro Care from Chilli
- Proactive
- Productive
- Professional