Терминал.ру transferred to the third-party contractor service of IT infrastructure

The Softline company signed the agreement on service support of Терминал.ру shops in 17 cities of Russia, the press service of the company reported on July 24, 2013.

Preparation of the project

The management of retail network needed to provide smooth functioning of services, to lower a response time on incidents, to minimize possible risks for work of online store, to provide quick and high-quality access to standard services, to increase availability of services to clients.

Considering the distributed structure, rapid growth of shop and a flow of clients, need of ensuring stable and fault-free functioning of IT infrastructure of all offices, as an optimal solution, heads made the decision to transfer services of the company to service to the third-party contractor. Having considered a number of offers, the management of "Терминал.ру" selected Softline company from quality of the contractor.

Project Progress

Among the main objectives IT specialists of customer company selected the following: existence of a uniform contact point of "Терминал.ру" and Softline, registration of the arrived incident or service request, informing specialists of the customer on the solution course, on the forthcoming changes, the approved idle times, satisfaction level. All these requirements are successfully implemented in the Service Desk system applied in Softline company.

Within the outsourcing contract Softline took on service self-service terminals, workstations and notebooks, network equipment, the UPS, counters of visitors.

Agreement parameters

• dedicated line of service of acceptance of technical requests by phone
• e-mail and Service Desk in an operation mode 12/7

These clauses of the contract allow to provide arrival of the engineer to the place of an incident with criticality degree Emergency within 3 hours.

"Cooperation of "Терминал.ру" and Softline company is regulated by the agreement and the agreement on the level of services (SLA), the administrative and financial responsibility of Softline is set that is an indicator of gravity of the relation of the IT partner to the undertaken obligations and also the acquired experience in implementation of similar projects, - Vadim Tsuvarev, the CIO of "Терминал.ру" noted. - Transition to IT outsourcing has for us several advantages. The Softline company undertook risks on service of information systems, personnel service, taxation, competence of personnel, training of IT specialists".

"Softline has representations in 25 countries and 68 cities. For the client cooperation with the partner with wide geography of presence is a reduction of material and time expenditure. Service of offices of the customer happens within one contract according to the uniform quality standard. "Терминал.ру" receives identical service quality from specialists of all offices Softline and saves on management", - Igor Ivanov, the head of sales department of Softline company emphasized.