Netwave

Technical Support
IT infrastructures

The Netwave technical team has been designing and maintaining infrastructure solutions since 2011 to guarantee the functionality of businesses of any size as well as the operation of IT systems and business applications.
Your infrastructure’s flawless operation is our top priority.

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  • How we work
  • Key results
  • Stages of cooperation
  • Why do you need us
  • How we organize interaction
  • Tariff packages
  • Order a consultation

Administration and Technical Support

We help our clients support and maintain their IT infrastructures to ensure a sustainable, secure, and productive environment where business goals are truly achievable.

How we work

Team

  • Well-qualified engineers with relevant technological specialization
  • Dedicated account manager and engineer

Approach

  • Business tasks or relevant IT needs or requests as the basis
  • Using relevant industry-specific practices and experience
  • Combining existing approaches and methodologies with a personalized approach
  • Support levels: 24/7, 15/7, and 8/5 (remotely and on-site)
  • A flexible approach to defining SLA parameters and values (service levels)
  • Teamwork on request

Operation and maintenance

  • Pre-assessing IT infrastructure, including spelling out the observations and making recommendations
  • Operational maintenance (software updates and hardware replacement), including testing
  • Monitoring infrastructure performance and efficiency
  • Cooperating with software and hardware manufacturers for troubleshooting purposes
  • Installing additional software
  • Integrated management systems such as Solarwinds with ITSM solutions, e.g., ServiceNow, and other services

Incident management

  • Incident management, including responding to incidents and bringing services back into operation, with their criticality for business in mind
  • Analyzing incident causes, including taking preventive measures and drawing up the relevant documentation
  • Involving NW’s partners and industry representatives to handle critical incidents

You will receive:

making the existing IT infrastructure more efficient, productive, and secure

keeping the IT infrastructure up and running at all stages of its life cycle

ensuring business continuity

making critical business services manageable and efficient

optimizing costs for recruiting and retaining well-qualified staff

new business requirements, goals, and tasks

Key results

making effective use of IT infrastructure capabilities to bolster operational activities and business processes

infrastructure solutions that make services adaptable, scalable, and reliable and ensure data security

infrastructure solutions matching business tasks and expectations

available business processes

uniform approaches, standards, principles, and methodology for infrastructure projects

staff focusing on strategic tasks

effective recovery when an incident happens

cost optimization

Stages of cooperation

Acquaintance by Netwave
  • Contact: Site, Mail, Phone;

  • Acquaintance by Netwave;

Service presentation
  • Service presentation;
  • Start of partnership;

Getting to know the business and the needs of the Client
  • Analysis of the specifics of the Client's business, including existing requirements;

  • Familiarity with basic policies and procedures;

  • Obtaining an understanding of goals, objectives and expected results;
Forming an offer to solve the Client's needs
  • Formation of a preliminary offer;
  • Determination of service characteristics, SLAs, a set of necessary policies, procedures, including organizational, technical, etc;
  • Definition of the terms of the Service Contract;
Access coordination and communications procedures
  • Obtaining access and technical documentation;
  • Coordination of those responsible on both sides;
  • Coordination of communications procedures for various tasks at the appropriate levels;
Formalization of the terms of cooperation
  • Finalization and signing of the Service Contract;
  • Formalization of the list of technical specifications, regulations, procedures and responsible persons.

When will you need us?

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There aren’t enough specialists on staff, and there are far more tasks than a high-quality engineering resource can handle.

The company has several locations in Kyiv and beyond. When a support team of four engineers is unable to handle all of the tasks, Netwave steps in.

There are always complex tasks with the IT infrastructure that are difficult to manage.

We had intermittent problems with the wired and Wi-Fi networks in the shopping mall. All attempts to solve that issue independently did not bring results. We contacted Netwave’s Technical Support Service based on the recommendations. Its engineers audited the hardware settings, fixed errors, and selected the most suitable software versions for the hardware. The infrastructure worked steadily. The Technical Support Service will continue to manage our network services.

Your priority is business tasks, and routine operational administration should be handled by someone else.

The international retail network has a representative office and infrastructure in Ukraine. The IT team decided to involve the Netwave Technical Support Service due to the large constant stack of tasks for optimizing and changing network equipment settings and the inability to perform higher priority tasks on time and efficiently.

Proactive monitoring of the IT infrastructure is required 24*7 but is lacking.

The customer’s retail infrastructure (stores, contact center) requires as little downtime as possible. It makes no sense to keep additional employees if their schedule is 8*5. Netwave Technical Support Service is in charge of proactive monitoring.

There is a need to service a large geographically distributed infrastructure, and a high SLA is required.

The customer from the energy sector has over 150 locations in Ukraine. There is an issue with on-site logistics in terms of SLA compliance. Netwave’s technical support service and local partners help to quickly resolve incidents.

There are no highly qualified engineers from various fields available for periodic tasks.

The international company has a representative office in Kyiv. The budget does not allow for the hiring of a qualified administrator to perform various tasks (network, cloud solutions, local infrastructure, users). Netwave’s Technical Support Service has proven to be economically and operationally feasible and effective.

Our service is built on a foundation of efficient tools, processes, communication, and support.

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Resources

• OTRS Ticket System

• Cisco Contact Center

 
 

Processes

• Internal (request management)

• Interlevel (communication with engineers)

• External (communication with vendors, suppliers, analytics and reporting for customers)

Communications

Website: https://support.netwave.ua

Email address: support@netwave.ua

Multichannel phone (around the clock): +38-044-359-0708

Support services

24*7 Support Team

Personal account project manager

Personal lead project engineer

Tariff packages

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Our Technical Support Service is primarily responsible for responding quickly to incidents that may disrupt business operations. As a result, each tariff package includes this service as a standard feature and offers additional options based on the tariff chosen.

Netwave