Welcome to Redington Services

Remote Support:

We provide both Remote Voice as well as Remote Data support. Following are the broad categories of Services we offer…

	Remote Infrastructure Management Services through Network Operations Center
	Technical Call Centre
	Contact Centre

Remote Infrastructure Management Services:

	Infrastructure management consists of Service/Helpdesk, System management, Application Support, Network management, Storage management & Security Management.
	RIM - Remote Infrastructure Management is used for remote monitoring, diagnosis and troubleshooting using a web based tool or remote client S\W through NOC
	Network Operations Centre (NOC) is a facility with Remote Infrastructure Management tools, knowledge library, customer database, connectivity and trained engineers enabling remote monitoring, diagnosis and trouble shooting.
	Since the Support is extended from a Central point (NOC) RIM services assure high quality of engineers and rapid deployment of new technology and technology upgrades.
	Technology advancement in RIM tools enables tailor made services and access rights – customer wise, ensuring high security and low bandwidth utilization.
	Global statistics prove that 80% of the complaints pertain to software related issues that can be remotely addressed- 24/7, proactively, faster and in a more efficient manner.

Choice of technology

Today customer has a choice to select from a wide range of remote support technologies. Selection of technology is purely based on individual customer choice and preference. Criticality of asset uptime (desktops, servers, network components, OS etc), location of the assets (in-city, out location, production, back office), band width, security are the key factors that typically customers keep in mind while deciding the RIM technology to be deployed at their site. Redington has deployed different support tools so that individual customer service needs are taken care. Following are the tools Redington deployed.

	Proactive RIM tool supported through internet
	Proactive RIM tool supported through dedicated leased line/ broad band
	Reactive RIM tool supported through internet

Efficiency, security and low bandwidth – need of every customer

Remote facility and the remote support should provide highest security to customer data and IT assets. NOC as well as the Remote Infrastructure tools we deployed utilize low band width and provides high security. Our remote support facility is ISO 9001 certified and ISO 27001 certification is in progress.

Features of Redington RIM

	Centrally controllable
	1.Can find out inventory of assets with configuration details any time through RIM tool from NOC 2.Deployment of software 3.All policies can be defined and controlled 4.Monitors and maintains patch compliance 5.Transfer of files between systems 6.Monitoring and managing disk space, CPU utilization, mobile users and security
	Auto alerts
	1.Alerts of any changes in hardware and software in the network 2.Alerts of any attempts to violate policies 3.Alerts on any attempts to change specific files
	Automate
	1.RIM tool can be programmed to resolve known problems automatically 2.Scheduling and carrying out management tasks 3.Report generation
	Flexible & Secure
	1.Web based administration 2.Data is fully encrypted end-to-end, using Secure Socket Layer (SSL) point-to-point and Advanced Encryption Standard (AES). 3.Access customer assets from any where 4.Define policies user wise and easy to change access rights 5.Reports in HTML, Excel or Word 6.Scalable 7.Remote Support Engineer can invite experts for help while taking a remote session.
	Total Support
	1.Hardware support where necessary through national network of server centers 2.Coordinating with OEMs for warranty support through optional FMS support.

Technical Call Centre:

The call Center is managed by qualified and trained engineers. Customers can contact our Call Centre through national toll free numbers and e-mail. Call Center engineers diagnose the problems remotely and guide customer over phone or mail or chat till the problem is resolved. Where customer complaint can’t be resolved, system directs the same, on-line, for field intervention to nearest pre-defined service center. Engineers are trained on the products as well as applications. For a few brands the Call Center engineers recommend the spare part(s) to be replaced, system automatically raises a Part Demand and send across to associated regional warehouse and the customer call information to specific service center, on-line. Clear KPIs are defined and SLAs are signed with brand owners. Out Call Center team has consistently been meeting and exceeding agreed SLAs.

Contact Centre:

Customers can access our Contact Center via national toll free numbers and e-mail. Helps brands to centrally register and monitor customer calls, Sales enquiries and pre-sales support. Where necessary the system can check the database of brand owner to validate warranty. Redington has fully integrated systems connecting the Contact Center to Service Centers, Spare part warehouse, Sales or any other business unit that is availing our Contact Center services. Customer specific MIS reports are provided. Following services are currently offered by us

	Warranty Validation
	Guiding to Service centres and Sales centers
	FAQ
	Warranty Call Registration
	Pre-sales support