AIMS.Customer.Handbook New Logo 24.11.16 · 2018-12-05 · IS0 20000-1 Information Technology...
Transcript of AIMS.Customer.Handbook New Logo 24.11.16 · 2018-12-05 · IS0 20000-1 Information Technology...
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AIMSCUSTOMERHANDBOOKTHANKYOUFORCHOOSINGAIMSASYOURPREFERREDSERVICEPROVIDER.
ItisourpleasuretoprovideyouwiththefullestofInformationstoenableyoutoobtainthebestfromourservices.Thiscustomerhandbooksetsoutourresponsibilitiesanddefinestheuseofourdatacentrefacilities.____________________________________________________________________Thishandbookisintendedasaguideonly.ItdoesnotconstituteacontractualobligationbetweenAIMSandourcustomers.IfthereareanydiscrepanciesbetweenthishandbookandtheservicesdefinedintherespectiveAgreementwithourcustomers,theAgreementwilltakeprecedence.PleaserefertotheAcceptableUserPolicyandHouseRulesandRegulationsinourwebsiteforcompleteguidelinesontheuseofourservices.
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CHAPTERCONTENTS1 ContactUs2 CommittedToYou3 AIMSCustomerPortal4 VisitingTheDataCentre5 SmartDataCentreRules6 EquipmentRelatedNotice7 SmartHandsServices8 AccessingRemoteHandsSupport9 ReportingAndEscalatingFaults10 Maintenance11 Billing12 WeAreHereForYou
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• Newservices• UpgradeRequests• ContractIssues• Quotations
ServiceManagementT +60320314988*ext381/379F +60320318948E [email protected]
Monday–Friday:8.30am-5.30pm,Excludingpublicholidays
YourappointedClientManagerT +60320314988F +60320318948E [email protected]–Friday:8.30am-5.30pm,Excludingpublicholidays
• Installation• Provisioning• ProgressUpdates• ServicesAcceptance• CustomerPortal
ServiceOperationsCentre(SOC)T +60320542600*ext370H.P +60123830959E [email protected]
24hoursaday,7daysaweek
• IncidentManagement• SmartHandServices• ServiceRequest
Operations
Commercial
FinanceT +60320314988*ext315F +60320318948E [email protected]
Monday–Friday:8.30am-5.30pm,Excludingpublicholidays
• BillingQueries
Billing
Tofindoutmoreaboutourproduct&services:www.aims.com.my
1 | CONTACTUS
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IS020000-1InformationTechnologyServiceManagement
IS09001:2008QualityManagement
IS027001:2013InformationSecurityManagementsystem
Wewanttoexceedyourexpectations.
Weaim:
• Tocontinuouslycreatevaluethatmeetsandexceedscustomerspecifications;
• Toconsistentlyachieve
operationalexcellenceand;• Tocomplytoapplicablelegal
andregulatoryrequirements,businessandcontractedsecurityassurances.
Wepractice:
• CustomerFocus Understandingcustomerrequirements
andstrivetoexceedtheirexpectations.
• PeopleLeadership Wecontinuouslynurtureandcultivate
ourworkforceforthebettermentoftheorganisationandourcustomers.
• ProcessApproach Weimprovethewayweworkto
achieveefficiency. • ContinuousImprovement Weadoptbest-practicestoachieve
operationalexcellence.
PaymentcardindustryDataSecurityStandard
(PCIDSS)
2 | COMMITTEDTOYOU
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OurCustomerPortalisaweb-basedapplicationthatisaccessiblefromanylocationwithanInternetconnection-Convenient,easy,anytime.
Acompletemanualisavailableintheportal.Loginheretofindoutallaboutit:https://cs.aims.com.my
Theportalisequippedwithafullsuiteofadministrativerightsandbuilttoenableyoureaseofuse.Youcan:• RegisteryourvisittoAIMSDataCentre.• Retrieverecordsofyourvisithistory.• Viewyouraccountinformation,rackdetailsandservice(s)
subscribed.• Createandedityourauthorisedpersonnel’sdetails.• Setupapprovalofyourmaintenancecontactpersonnel.• Submityourfeedback,suggestionandcomplaint.
IfyouhavenotreceivedyourloginIDorencounteranydifficultyaccessingtheCustomerPortal,pleasecontactourServiceDeliverypersonnelatservice.delivery@aims.com.my
3 | AIMSCUSTOMERPORTAL
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1. Allvisitsmustbescheduledwithpriornotice.PleasesubmitthefollowinginformationviatheCustomerPortalatleastone(1)workingdaybeforeyourintendedvisit:
a. Dateandtimeofthevisit. b. NameoftheauthorisedpersonnelandtheNRIC/passportnumber. c. Numberofaccompanyingstaff(max5pervisit). d. Purposeofthevisit. e. Name/sofguestorVIP(ifany).2. Onthescheduleddayofvisit,please: a. Produceidentification(NRIC/passport/avaliddriver’slicense)atSecurityin theCommandCentreforverificationviatheVisitorManagementSystem (VMS).
WearanddisplayyourAIMSVisitorPassatalltimes.Youraccessmaybe deniedifyoufailtodoso.3. EnsurethatallpassesarereturnedtoSecurityattheendofyourvisit.Access
passesarethepropertyofAIMS.AnylossordamagecanresultinapenaltyofRM50.00.
4. AuthorisedPersonnel MaintainaregularlyupdatedauthorisedpersonnellistviatheCustomerPortal.
Yourlistmustnameallstaffs/contractorsdesignatedtoaccesstheDataCentreonyourbehalf.
4 | VISITINGTHEDATACENTRE
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VisitorstotheDataCentrearePROHIBITEDFROM:• Takinganyphotographyandvideo.• Creatingaudiblesound/noisefromanysources.• Actingunprofessionally,offensivelyandinappropriately.• Eating,drinkingandsmoking.Thisalsocoverstheareasinthevicinityofthe
DataCentre,includingthetoiletandlobbyareas.• Beinginpossessionofexplosives,weapons,hazardousandradioactive
materials.• Opening,accessing,interferingandcopyinganyequipmentorhardwareon
thepremisesthatdoesnotbelongtoyouand/orbelongstoathirdparty.• Blocking,disconnectingand/oralteringthepositionofanysecurity,or
otherwise,ofdevicesthatarein-situ.• BreakingtheEmergencyDoorRelease,exceptonlyincaseoffireor
emergency.• Pulling,cross-connectingand/ortamperingwiththedatacablesontherack.• Connecting,disconnectingand/oralteringtheexistingcross-connectionson
theMeet-MePatchPanel.• Removinganyraisedfloortiles.• Drillingand/orpenetratingtheracks,tilesandwalls.• Damagingthefiredetectors,gassuppressionpipesandtheHSSDpipes.• Storinganyequipmentboxes,combustibleitemsand/orflammablematerial
ontheracks.Theabovelistisinexhaustible.PleasecontactourSOCifyouareuncertainofanymatter.
5 | SMARTDATACENTRERULES
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Deliveringequipment:1. PleaseinformourSOCinwritingat
leastone(1)workingdaybeforedeliveryofequipmenttoAIMS.
2. AdulycompletedandsignedEquipmentAcceptanceFormwithEWORFIDisrequiredifAIMSweretoacceptthedeliveriesonyourbehalf.*AIMSdoesnotbearresponsibilityforanyloss/damageofthedeliveries
Unpackingequipment:EquipmentmustbeunpackedatthedesignatedloadingbaybeforebeingmovedintotheDataCentre.Storingequipment:AllequipmentmaybestoredatAIMS,subjecttoastoragefee.**PleaseobtainpriorapprovalandascertainspaceavailabilityfromAIMStoavoidanypossibledisappointment.Installingequipment:1. NotifyourSOCinwritingatleast
one(1)workingdaybeforeanymovementofequipmentintotheDataCentre.
2. AdulycompletedandsignedEquipmentDeclarationFormisrequiredwheninstallingtheequipmentintotheDataCentre.
3. Beforeanyinstallationand/ormaintenance,yourdesignatedpersonnelisadvisedtoimplementaPowerTestunderAIMS’supervisionatourExternalPrepRoom.Thisistocheckforequipmentfaults(ifany)andensurethatanypowerleakageorotherfaultswillnotdetrimentallyaffectthegeneralpowersupplyoranyotherequipment.
Movingequipment:1. NotifyourSOCinwritingatleast
one(1)workingdaybeforeanymovementofequipmentintoand/oroutoftheDataCentre.
2.AdulycompletedandsignedcompletedEquipmentDeclarationFormmustbesubmittedtotheSOC.
3. SOCapprovalandnotificationmustthenbeobtainedbeforethemove.
4. Movementofequipmentintoand/oroutoftheDataCentrebyaOne-TimeVisitorisnotallowed.
Shouldyourequireassistancewithyourinstallations,pleaserefertoSOCEngineeringSupport.TheSupportcanbecalleduponforanyscheduledorassignedmaintenanceforaprescribedfee.Pleasecontactnoc@aims.com.mywithallyourqueries.
Note:AIMSreservestherightstoreject/rescheduleanyequipmentmovementatanypointoftime.
6 | EQUIPMENTRELATEDNOTICE
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ACCESSINGLEVEL2SMARTHANDSSERVICES |8
TheSmartHandsServices(SHS)involvesourSOCEngineersphysicallymanagingyourequipmentorenteringyourcolocationspacetorenderthespecificassistancethatyoumayrequire.
Level1SmartHandsServices:Involvebasicsupportservicesthatrequirenolongerthan15minutes.Thesetasksmayinvolve:• Rebootingorpowercycling;• Resettingsub-equipmentbyejecting
thedeviceandre-insertingitwithoutremovingit;
• Readingserialnumbers;• Relayingstatusofequipmentstatus
indicators;• Pushingabuttonortogglingaswitch;• First-timepatchingfornewlylaidAIMS
cross-connectorders.
Note:AnyLevel01SHSrequestwhichexceedsorisestimatedtorequiremorethan15minuteshandlingtimewillfallunderLevel02SHS.OurSOCEngineerswillgiveyouanestimateofthetimerequiredbeforeproceedingwiththetask.AcustomerisonlyallowedtomakeaLevel01SHSrequestuptothree(3)timeswithin12hours.AtaskthatexceedsthelimitwillfallunderLevel02SHS.
Level2SmartHandsServices:Involveadvanced24x7supportservices,basedonaprepaidplanoronanadhoc-hourlyrate.
• Assistingwithphysicalinstallation,relocationormovementofcustomer’sequipment.
• ShippingandhandlingofRMAequipment.• •
moduleorcard,diskdrive,memory.• Installingorswappingpre-configured
equipmentorcomponents.• Performingdiagnosticandsignaltesting
oncircuitsusingdiagnosticequipment.• ProvidingaccesstoCCTVfootage/access
logs.• Assistingwithcustomer’saudit
documentationandonsiteauditing.• ProvidingAIMSSubjectMatterExpert
supportandassistanceoncustomer’splannedormaintenanceactivities.
• Providingvisualverification(remoteeyes)toassistremotetroubleshooting.
• Plugginginaconsoleportforremotemanagement.
• crossconnects.
•media.
• Replacingorverifyingtheconnectivityintegrityof
issubscribed).• Adding,removingorverifyinga
demarcationlabel.•
circuits(exceptwhenAIMSNetworkResellcircuitconnectionissubscribed).
• Troubleshootingofcustomer’sequipmentwithcustomerassistance.
•equipment/allocatedrack
spacewithintheDataCentre.• Labellingequipmentandcable
connections.
7 | SMARTHANDSSERVICES
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AuthorisedPersonnelviaourCustomerPortal.
Level2SmartHandsServicesPackages
ADhoc(onetime)
Prepaid(validity:3monthsfromdateofsubscription)
DurationOnehourblock20man-hours30man-hours50man-hours
RM(PerMan-hour)RM300.00RM275.00RM250.00RM200.00
PleasecontactourSOCteamnoc@aims.com.myifyouareuncertainofanymatter.
8 | ACCESSINGLEVEL2 SMARTHANDSSERVICES
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Incidentresolutionandescalationlist:
ServiceOperationsCentre(SOC)
Shift-Lead,ServiceOperationsCentre
TeamLead,ServiceOperationsCentre
Head,ServiceOperationsCentre
HeadofOperations
ChiefOperatingOfficer
level
1
2
3
4
5
6
TimeFrame
Title
Immediate
30min.
1hr.
2hrs.
3hrs.
4hrs.
Pleasereferseparateattachmentfordetailedescalationprocedureson:AppendixA-AIMSEscalationProcedure
9 | INCIDENTRESOLUTION& ESCALATION
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Toensurethesmoothrunningofoursystems,AIMSconductsregularmaintenanceonthenetworkanddatacentreinfrastructure.Thesesessionsarealwaysplannedandscheduled.Everyeffortwillbemadetominimiseservicedisruptionduringtheseshortsessions.Allcustomerswillbenotifiedofeachsessionfourteen(14)dayspriortothesession.Pleaserefertoyour“PlannedMaintenanceContact”intheCustomerPortalforyournotification.Youwillreceiveperiodicmaintenanceupdatesfromusbyemail.EmergencyMaintenanceIntheeventofacriticalsituationthatrequiresanemergencyaction,AIMSwilluseitsbestendeavourstocontactyouviathenameslistedinyour:• “PlannedMaintenanceContact”and/or;• “PrimaryAuthorisedContact”and/or;• “SecondaryAuthorisedContact”.Byemailandtelephoneattheearliestopportunity.
10 | MAINTENANCE
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Pleasedirectallbillingenquiriesto:[email protected]
• Allinvoicesareprocessedandsentbythe14thdayofeachmonth
• Paymentisdue30daysfromthedateoftheinvoice.
• Failuretopaywithinthe30dayswillrendertheaccountdelinquent,whichmayresultinthesuspensionofourcontractedservice.
• TherewillbenoremovalofanyequipmentatAIMSforalloverdueaccounts.Suchremovalcanonlybeeffectedwhentheaccountissettled.
11 | BILLING
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12 | WEAREHEREFORYOUITISOURCOMMITMENTANDRESPONSIBILITYTOENSURETHATYOUAREWELLSERVEDATAIMS.
Yourfeedback,commentsand/orconcernsonourservicesarewelcomePleaseemailusyourfeedbackandsuggestionsto:[email protected]____________________________________________________________________AIMSGroupofCompaniesGroundFloor,MenaraAIMSChangkatRajaChulan,50200kualaLumpurT:+60320314988 F:+60320318948E:[email protected] W:www.aims.com.my