Support Services

EXCEED family support services in which according to the scope of work, under Service Level Agreements for Direct External Workforce; In-house Skilled HR Sharing Outsource. We are rich in Skilled pool to established plan, run, optimize and support management project.

Whether you need support related to design or operations, EXCEED can be engaged at any stage of the network life cycle. We provide multiple customized support services which range from onsite resources who can support from Level -1 to escalation level support.

Onsite Resident Consultant (ORC)

Roles and Responsibilities
Services are provided on long term basis. ORC would be deployed onsite at customer premises to participate at Post implementation phase to go through the escalation support as well as ongoing design optimization reviews at PSC level. Our consultant can offer following services:

• Performs analysis and diagnosis of highly complex networking/Application problems.
• Performs analysis of highly complex designs.
• Builds simulated networks in test labs to resolve highly complex problems and compatibility issues.
• Deliver expert consulting, design and engineering support to customers for issues.
• Involve in knowledge transfer program and operation staff mentoring demands to get them up to the speed with the day-to-day NOC issues.
• Suggest extensive industry experience to optimize network/application performance and proactively analyze potential enhancements.

Terms of Engagement
Engagement is long term, i.e. minimum 3-12 months.Our Engineer/Consultant will be deployed at customer site. Our Engineer/Consultant will be engaged with the operations staff Be involved with all escalation issue Keep track of any software malfunction, bugs in specific release train Should be able to track any issue/trends rather than working on separate troubleshooting issues Can liaise with the Vendor’s as well as customer management. Consultant will also be the focal point for all the escalations from the customer side on certain product set.

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Onsite Resident Engineer (ORE)

Roles and Responsibilities
Services are provided on long term basis. ORE would be deployed onsite at customer premises to participate at Support issues only. Our Engineer can offer following services:
• Post implementation configuration troubleshooting
• Performs analysis and diagnosis of highly complex networking problems.
• Performs analysis of any inter-related network issues.
• Keeps track of the new feature releases as well as installs and upgrades the box whenever an existing problem gets fixed through a defect / patch
• Maintains the network/Application with all the latest / stable patches and fixed
• Works / liaises on all the issues

Terms of Engagement
Engagement is long term, i.e. minimum 6-12 months. Our engineer will be deployed at customer site. Our engineer will be engaged with the operations issues only; Be involved with all the troubleshooting and escalation issue, Can liaise with the Vendor’s TAC, NOC as well as customer management. Engineer will also be the focal point for all the escalations from the customer side on certain product set. Work during off hours will be compensated into 150% of the normal office-time.

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Field Engineer (FE)

Roles and Responsibilities
Services are provided on project base/ on-demand. FE will work during on/off maintenance windows as well as on/off site in order to make sure that the equipment has been installed and configured with the right configuration items. Coordination, remote assistance, and onsite product installation. Power and interface testing and establishing connectivity to the operations center. Equipment racking, installation of physical connections, and loading a static IP address etc.

Terms of Engagement
Engagement is based on time and material. Work during off hours will be compensated into 150% of the normal office-time. Our engineer will be deployed at network site / data centre etc.
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