Installation & Implementation             
Installation services

·  The Installation service provides hardware installation and software configuration as designed and specified by the manufacturers, guaranteeing optimum system operation and integration. This service caters for customers’ needs, from the simplest to the most complicated requirements, in system installation.

· Target Customers
This service is crucial for customers who want to set up a complete network employing different types of equipment, protocols and interfaces

·  TTIV’s Responsibilities
TTIV guarantees to perform the following tasks:

  o   Inspecting, surveying the installation site and the compatibility of the network design

  o Installing hardware 

  o  Cofiguring software 

  o   Checking the system to ensure its stability and smooth operation 

  o    Providing customers with installation documents.

·   Benefits to be gained from the service
This service helps customers

  o     Fulfill the need for a network system which is professionally designed and installed

  o      Have a highly compatible system 

  o      Exchange knowledge and experiences about network system with TTIV’s engineers and technicians during the installation, which is useful for the monitoring of the system later 

  o      Purchase the original softwares from the manufacturers, optimize the equipment’ performance and be provided with technical support.
 Implementation Services
·   The Implementation Service includes hardware installation, software configuration and project management. A Project Manager will be assigned to handle and monitor the whole process of system establishment from beginning to completion.
This service will guarantee that:

  o  The network is installed professionally with a high degree of integration

  o  The project is carried out seamlessly and problem-free even when there are more than one contractor engaged in the work at the same time.

·   Target Customers
This service brings benefits to customers who want to:

  o  Build a complex network which encompasses various types of equipment, protocols and interfaces

  o  Enjoy professional project management but as yet lack the expertise or skilled technicians.

·   TTIV’s Responsibilities
TTIV guarantees to perform the following tasks:

  o    Manage the project in accordance with the design

  o    Survey the installation location 

  o    Install hardwares

  o    Configure softwares and provide technical support in the upgrading of the configuration

  o    Provide customers with installation documents. 

·    Benefits to be gained from the service
The services help customers:

  o    Achieve their objective of having a professionally designed and installed network

  o    Minimize possible risks thanks to professional project management 

  o     Have a highly integrated system

  o     Be provided with original softwares from the manufacturers together with technical support, and the optimization of equipment performance.  

Tech support & Maintenance
Technical support & Maintenance services 24x7x2  

·   Technical Support & Maintenance Services (24x7x2) provide customers with skills for trouble prevention, diagnosis and troubleshooting through technical support and periodical maintenance.
The services guarantee uninterrupted and steady operation of the network system, with two levels of service response after receipt of requirement:

  o    Onsite support within 2 hours.

·   Target Customers 
These services are beneficial for customers who have as yet no well – trained technician team to troubleshoot, control and guarantee continuous system operation.

·   TTIV’s Responsibilities
TTIV guarantees:

  o  To be available 24 hours per day and 7 days per week for service when required

  o   To provide onsite support within 2 hours after receipt of requirement 

  o   Periodic maintenance of the system 

  o   Free telesupport and remote-diagnosis service.

·    Objectives
To minimize possible system breakdowns To maximize network operation time and stability.

·    Benefits to be gained from the service 
The service helps customers: 

  o   Be cost effective

  o    Minimize waiting time for troubleshooting

  o     Ensure network functionality and uninterrupted operation.

·   Thanks to

  o  No need for investment in a private technician team

  o  Quick service response

  o   Being implemented by TTIV highly trained personnel of engineers/technicians, who are certified by prestigious network device manufactures and network solution providers.  

Hardware Replacement
Next Business Day Hardware Replacement
This service provides replacement equipment within the next business day of the date of requirement. TTIV guarantees to send customers replacement for the damaged equipment within the next business day of the date of requirement with adequate information about the damaged equipment. Advance replacement will be delivered to customers to replaced the damaged part and minimize the time for restoring and troubleshooting. After the installation of the replacement, customers are supposed to return the damaged equipment to TTIV’ s Customer Service Centers.

·    Target Customers  
This service greatly benefits customers who:

  o   Already have a highly-skilled technician team capable of dealing with troubleshooting and configuring replacement equipment without wishing to incur a high cost of keeping a replacement device stock

  o   Want their system to operate with a ”nine fives” availability (99,999% availability).

·   TTIV’s Responsibilities
TTIV guarantees:

  o  To be available 8 hours/day x 5 days/week for service when required

  o To send the replacement equipment within the next business day after the date of requirement.

·  Objectives
Minimize downtime due to equipment breakdown Maximize system efficiency

·   Benefits to be gained from the service 
This service helps customers:

  o  Economize on replacement costs

  o   Minimize waiting time for the replacement of equipment

  o    Reduce system upgrading costs while maintaining the optimum capacity of the system.

·   Thanks to

  o    Low-cost investment for standby equipment

  o     Quick response time and round-the-clock service availability. TTIV’s standards of equipment replacement with the above-mentioned response time are regularly examined and certified to guarantee the provision of high-quality customer services by their standards.

Four Hours Hardware Replacement
Similar to equipment insurance service offered within two hours of the requirement, this service guarantees to send replacement within two hours of the date of requirement with adequate information about the damaged equipment.

·    Target Customers  
This service greatly benefits customers who:

  o   Already have a highly-skilled technician team capable of dealing with troubleshooting and configuring replacement equipment without wishing to incur a high cost of keeping a replacement device stock

   o    Want their system to operate with a ”nine fives” availability (99,999% availability).

·    TTIV’s Responsibilities
TTIV guarantees:

  o  To be available 8 hours/day x 5 days/week for service when required

  o   To send the replacement equipment within the next business day after the date of requirement.

·   Objectives
Minimize downtime due to equipment breakdown Maximize system efficiency

·   Benefits to be gained from the service 
This service helps customers:

  o    Economize on replacement costs

  o      Minimize waiting time for the replacement of equipment

  o      Reduce system upgrading costs while maintaining the optimum capacity of the system
 ·     Thanks to

  o  Low-cost investment for standby equipment

  o   Quick response time and round-the-clock service availability. TTIV’s standards of equipment replacement with the above-mentioned response time are regularly examined and certified to guarantee the provision of high-quality customer services by their standards. 

Customer Care
Contact TTIV technical support centers for maintenance or technical support services (procedure)
All requests for maintenance, warranty, and repair as well as technical support or consulting services, the customers can contact TTIV customer service centers under the following procedures:

·   Problem reporting:
Trouble of the system must be reported immediately via Hot Line  or email to TTIV customer service centers (CSC) (as introduced below).

   o  In urgent cases, telephone calls are most effective.

   o Once requests are received, technical engineers of CSC will be assigned to contact customers to deliver support and solutions in a timely manner with appropriate response time for each case.

·    Procedural Requirements:
After the acknowledgement of request from CSC, customers are required to send to CSC:

     o If the device is still in warranty-maintenance period: customers are to fill in Confirmation of Request Slip and send it to CSC via facsimile, email or directly to any technical engineer of CSC (if any) coming to customers’ places to deliver services.

   o If the device is already past warranty period: customers are to fill in Request of Technical Support slip and send it to CSC via facsimile, email. CSC engineers will contact and discuss with customers details concerning their request.

·    End of Service:
The result of CSC’s service to troubleshoot customers’ problems may fall into one of the following cases:

    o  Problems are well fixed: CSC staff will issue an Onsite Service Delivery slip (which will be certified and signed by customers.

    o Problems are temporarily fixed: CSC’s staff will issue a Service Monitoring slip and problems will continued to be monitored by CSC until they are solved.

    o In cases where problems cannot be fixed right away due to such reasons as devices are found damaged or replacement devices must be purchased and this requires customers’ agreement, the damaged system needs replacement and upgrade for some components, an agreement between CSC and customers must be discussed and described in separate service contracts. This is applied only to warranty-expired devices and to customers who have not signed with CSC service contracts guaranteeing the replacing and repairing of devices.