TRT Presentation SG 2016
- 1. TRT Presentation TRT Mission Critical Support Every IT Technology, Everywhere, Everytime Provision of Global Hardware Maintenance Presented: Edmund Ho & Domenic Romanelli Date: September 2016 Version: 1.0
- 2. TRT A truly global vendor independent IT service provider An established Australian-based company with an extensive global network of service providers TRT is ideally placed to provide excellent support services for all of your offices anywhere in the world.
- 3. TRT Key Locations TRT is currently services globally in key locations enabling... ....a comprehensive & wide range of services for all of your offices anywhere in the world
- 4. TRT Global Customers TRT delivers quality services globally to our customers ...to ensure a high level of satisfaction & loyalty anywhere in the world
- 5. TRT Who benefits from TRTs infrastructure support? TRT Global Clients : TRT Singapore Clients :
- 6. TRT Escalation Paths
- 7. TRT Call Logging Procedures TRT SERVICE REQUEST PROCEDURE To place or escalate hardware problems, please use the procedure below. Please note, once your call has been logged, the TRT assigned Global Service Desk Engineer (GSDE) is responsible for all action until your call is resolved ALL REQUESTS FOR SERVICE CAN BE LOGGED VIA THE TRT WEB SITE 24 HOURS A DAY, 7 DAYS A WEEK AT: WWW.TRT.COM Click on Log a Support Call The TRT web site is the fastest and most efficient method for logging your call. Logged calls are monitored 24 hours a day, 7 days a week. If you do not have web access please call: Singapore: 800 616 2262 New Zealand: 0800 453 098 Malaysia: 1 800 813 015 Netherlands: 0800 022 3724 India: 000 800 100 8056 USA: 1877 778 2552 Australia: 1800 998 988 Others: +63 2 497 5688 Critical escalation path (with assigned case numbers): GSD Shift Leads: +63 2815 3811 GSD Team Leads: +63 917 633 5610 Head of Technical Services: +61 417 039 213 CEO: +65 9780 4447
- 8. TRT Call Logging Procedures (cont.) www.trt.com Prepare the following: Company Name: Contact Name: Contact Phone Number: Manufacturer: Model: Serial Number: Priority: Problem Description
- 9. TRT Parts cent distribution only TRTs Comprehensive Global Parts Strategy insures.... Nearest Capital City Parts Sparing Strategy Every component to any TRT device stored in the nearest capital city to the location of that maintained devices. TRT owns and tracks parts sparing in any and every location (even in Service Partner locations) Auditing of maintained devices during transition services Physical Audit Specific devices (expedite sparing process) Logical Audit Internal Components (microcode and firmware level) that all of your clients receive the highest level uptime on their critical systems
- 10. TRT People Vendor Certified Specialists at all layers of the TRT Service Delivery Model delivers. Level Description Function / Deliverable SLA/Hours 1 Global Service Desk Over 98% of calls diagnosed within SLA at first level of support 2 2 Field Engineering TRT/Vendor Certified Onsite Engineers resolve 98.9% of onsite first time. 4 3 Consulting Engineers Certified by vendors at the highest level to resolve calls which are complex in replication of the failure. TRT technical focal points with TRT/ client specified service providers 8 4 Support Partners Provide root cause and diagnose core dump analysis of devices. Access to vendor resolution databases 24 5 Vendor Supports Provide diagnosis to unpublished failures and provide customized patches in resolution. 36 .your BUs Globally receives 100% uptime to critical devices and full transparency to failures
- 11. TRT Processes A Single Global Governance Model for you delivers.... Single standardized you Services Agreement Across wide range and IT Server, Storage and Networking technology Single set of SLAs Standardized Global or In Country Billing Structure. Easy Access to coverage Accurate Information by business unit and globally. Problem and Incident Management Asset Tracking by your BU and Globally Quarterly Service Performance Delivery Reports Consolidated list of you asset tracking (TRACSS) ..a global agreement to all your Business Units each with a specific local feel.
- 12. FURTHER INFORMATION AND CONTACTS Domenic Romanelli CEO, TRT Solutions Limited M: +65 9780 4447 Email: Domenic.Romanelli@trt.com Edmund Ho Country Manager M:+65 8223 1189 Email: Edmund.Ho@trt.com Anna Romanelli Director, TRT Solutions Limited M: +65 9780 4449 Email: Anna.Romanelli@trt.com Robert Pivac GSD Team Lead M: +63 917 633 5610 Email: Robert.Pivac@trt.com