Management, Ressources, Support

Who does what on which system with how much help?


RESSOURCES

In principle, the customer chooses between a virtual entity (virtual system – this is standard) and dedicated hardware (real system). For virtual systems there are several levels of power and accessible performance available. Dedicated hardware will be layouted and configured in cooperation with the customer. In doing so, processing power, main memory, and SAN-storage will be scaled proactively and upgrading possibilities will be kept open. Clustering is an individual choice due to the wide variety of concepts: genioDATA implements them on request using virtual or real systems.

 

MANAGEMENT

The customer may manage the system on his own if he chooses to do so (selfserved) or leave the entire management to genioDATA (managed) or partly hand it over to genioDATA (eased). In this case he may choose to rely on the monitoring offered by genioDATA (eased systems, selfserved) or organize the monitoring by himself (selfserved). In case of eased systems an individual agreement will be drawn up, which precisely details the duties of both parties. For example, it may be useful to hand over monitoring and security auditing because these are high-maintenance subjects and genioDATA can offer synergy effects due to the number of systems it handles.

 

INCIDENTS

When the owner of a one-man company is on holiday, the customer's administrator falls ill or other incidents relating to the management definition occur: the administrators of genioDATA will gladly fill in, if the customer requests this. The most important precondition for a seamless transition: A detailed documentation of the customer's system. genioDATA will gladly help with preparing a guideline in advance.

 

SUPPORT

Self-served customers mostly use communities and do not wish to pay for support they do not need. But it can be booked at a later time (f. e. for a certain problem). Moreover, the email support without SLA is available without additional cost. SLA is a feature in the contract of customers with managed systems – in this case, genioDATA makes sure that the rented functions are provided. Eased systems are individually agreed upon. Extent and availability of support are also agreed upon based on need. The system pages offer detailed information on the kind of support genioDATA is able to provide. genioDATA will not offer agreements, it is able to fulfill. This offer is being expanded – it is also interesting for current customers to take a look at the status quo. Technically, the support is provided using a ticket system, with which customers are able to trace the status of their call at any given time. Contacts via telephone also are documented there.