Derufa (IT Outsourcing Projects)

GK Cleverbros began working with CJSC "" Derufa on cartridge recovery services and printing equipment maintenance. At the end of July 2021, the client turned to the group of companies with a request for office maintenance, which consists of 23 jobs and 2. file servers The service provider with whom the Customer was working at that time did not suit him. First, the reaction period to the application could take several days. Secondly, passwords the contractor had all the keys and access, and in case of an emergency, the company's employees did not know who to contact and what to do.

During the negotiations, the departure of a specialist of the Cleverbros Group of Companies was agreed. to the office of ZAO Derufa in St. Petersburg. An audit was conducted, as a result of which recommendations were given and one of the computers was restored to the site. The client was satisfied and entered into an agreement with Clever bros. for the maintenance of workplaces and servers. During the audit, it was found that most of the computers are very slow. To "reanimate" the speed of computers, a specialist in IT support of the Cleverbros Group of Companies. recommended replacing 5 system units, 1 monitor, keyboard and mouse, installing new RAM, maintaining system units and cleaning the processor cooling system from dust. Recommendations are implemented according to the plan.

All work is carried out according to the developed agreement on the level of service provision SLA ():

• "highest" priority (critical) - reaction time 30 minutes, incident resolution time 4 hours;
• "high" priority - reaction time 30 minutes, incident resolution time 12 hours;
• medium priority - reaction time 30 minutes, incident resolution time 24 hours (thenextbusinessday).

Results:

• IT infrastructure The client works without failures and stops. ITSM Access to the system (personal account of ERP the IAA, own product of GCClever bros.) was granted. 2 emergency incidents with the highest priority for SLA were successfully resolved.
• As part of the service contract, an accounting and management program was also included. 1C
• ZAO Derufa assesses the quality of service as meeting the terms of the contract and SLA.