Softline gives multivendor technical support of AlphaInsurance company

Softline signed the service provision agreement on complex support of IT systems with AlphaInsurance company. Within the signed contract specialists of Softline took the IT infrastructure of the company including program and the hardware of Microsoft, Citrix, Symantec on service.

Technical support from Softline

• Rendering consulting and technology services in support of the existing functionality of hardware and software systems and systems of the customer
• Uniform technical support online across all Russia
• Complete covering of all time zones, operation mode 24х7
• Maintenance of all information systems of the customer (a possibility of problem solving on a joint of producers)
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Before company management there was a need of optimization of work of IT department – increase in employee performance of division, redistribution of time of specialists for the better solution of operational issues as result – the decision to connect to service of a part of IT infrastructure of highly specialized specialists of external service company is made. As service provider the Softline company which proved as the reliable partner on delivery of software and project implementation was selected.

At an initial stage of cooperation by specialists of Softline the general audit of IT infrastructure of customer organization was booked, the report with recommendations about elimination of the found faults and about upgrade of IT infrastructure is prepared.

Within the signed technical support agreement of AlphaInsurance company the following range of services will be provided: remote diagnostics of failures, consultations of different level on the used software, modeling of the stated problems with use of the laboratory stand of Softline, departure of the engineer on the platform of the customer in working and time off (including other regions), etc.

Softline at the request of the client provides the detailed statistics on all incidents, terms of reaction and the solution on each of them.

Acceptance and permission of technical requests are implemented using a dedicated line by phone/e-mail in the working days from 9 a.m. till 7 p.m.

For implementation of technical support responsibles of AlphaInsurance company were connected to the HelpDesk system via which the contact with engineers of Softline is performed. In a system addresses of the customer are accepted and registered. The staff of AlphaInsurance, using a unique name and the password, use online-access to the HelpDesk system providing complete statistics on incidents, allowing to keep track of the status of accomplishment of requests, to count their total quantity, to participate in interactive communication with engineers.

"We do not stand still. Promptly developing, there are new business objectives and tasks which require considerable participation of staff of IT department. We gave Softline companies to technical support domain and mail infrastructures, the system of terminal access, a complex of antivirus protection. It allows us to redistribute load of staff of IT department and to pay necessary attention to the new projects directed to the solution of business challenges of the company", – the Director of the department of IT of JSC AlphaInsurance A.V. Pedorenko says.