The 24x7 network and customer support service from GSS America at 8x5 costs

High-up on service. low-down on cost.

VDesk
High-up on service. low-down on cost. Problem Statement Information Captured Root Cause
Established?
Received

In - Depth
Managing off-peak customers can be a perennial challenge if you are Troubleshooting

an ISP, Data Center or Web Hosting company. While you are clear that
your customers deserve nothing short of the best – the assurance of
24x7 network monitoring and helpdesk support, the costs of staffing External Escalation

and managing a 24x7 support environment can quickly melt away

your profits, especially at those off-peak prices
Solution Applied Resolution

Presenting VDesk, a 24x7 network/server monitoring and service

desk support solution from GSS America. Backed by a state-of-the-
art NOC, ITIL compliant processes, ISO 27001 certified security and
flexible engagement and pricing models – VDesk, makes the job of Incident Closed Problem Resolved
Onsite
setting up an on-demand 24x7 network monitoring and service desk
service or upgrading your 8x5 service a breeze.

Quality Assurance

GSS America’s Technical / Service Desk Support Solutions

GSS America’s Network Monitoring Services
Connectivity Service Desk Solutions VoIP Service Desk Solutions
GSS America’s end-to-end network monitoring services covers Services include:
Dial up, broadband and wireless access troubleshooting Installation and service support critical components and incident points that include:

Equipment and network troubleshooting Wireless Access Points / Routers
Email service troubleshooting
Managed Routers and Switches
VoIP service troubleshooting Service feature support
Load Balancers
Firewalls
IDS
Web Hosting Service Desk Solutions
IPS
IP PBX 24x7 Network/Server Monitoring: State-of-the-art NOC to monitor
VOIP servers your network and server infrastructure 24x7, ensure that your network
functions at its optimum level and that effective performance & capacity
Proxy Servers
planning practices are in place
Switches
DNS Network Devices Management: 24x7 monitoring and alert notification
Windows Servers for network devices such as firewalls, load balancers, routers, switches

VPN Unix/Linux Servers and hubs

Apache and IIS web server operation and configuration
WAN Links Application Servers
Email and FTP server operation and configuration Network Performance Management: Monitor network thresholds and
effective management and administration of network usage
Support for popular control panels including cPanel,

Plesk, Ensim and more Server Management: 24x7 monitoring and alert notification for
Windows, Unix/Linux and Application Servers

Event notification and problem management

Proactive detection of network/server degradation and reporting visibility

of spare capacity and utilization trends
Why GSS America – Our key differentiators
SLA driven approach
SLA visibility through check points across the
management team at all stages
Proactive system monitoring and trending
Service Desk call monitoring through our dedicated Quality
team
Metrics reporting including customer satisfaction and response
time
Best-of-breed people management
Among the best employers in the industry
Ability to attract and retain the best talent – average tenure of senior
management team is 8+ years and middle management is 4+ years
Industry-leading benefits management and career development
policies
Ongoing training, assessments & skills enhancement
Flexible engagement models
Seat-based model
This model allows you to base your requirement on a pre-set number of agents to manage your networks and service desk. The cost is
preset and the seat numbers can be modified as and when demand requires.
Per device model
By pricing the engagement based on the devices being monitored and the SLAs required, transparency is maintained while removing
the impact of people costs which works best with small to mid size engagements

World class infrastructure Business benefits of VDesk

24x7 support and monitoring for systems and network infrastructure that is capable of scaling up and down with usage and demand at
State of the Art NOC with operational area of 15000 sft
the cost of maintaining a 8x5 support overheadat the cost of maintaining a 8x5 support overhead
(expandable)
Support for many monitoring tools either deployed by GSS or Dynamic resource management – the right level of resources as and when you need them – no need to keep expensive resources on
inherited from the customer stand-by One-stop network/server management across multiple offices or branches and links with varying complexity levels
NOC Video Wall for visibility of key systems and
(bandwidth, routers and links)
infrastructures
Management of multiple operating systems, servers and technologies
Redundant ISP connections for guaranteed availability
Best in breed ITIL based Incident Management software and Standards and compliance adherence and reporting
tailored processes Real time visibility through monitoring consoles and dash boards
CC camera enabled monitoring
Reduced operational costs due to improved Mean Time Between Failures (MTBF) and the ability to predict performance issues
High security / Biometric based access protection
Improved customer satisfaction by higher availability of applications and services
Highly available and resilient network and support
infrastructure Reduced attrition and customer churn through improved customer experience.

Increased profitability through more efficient use of network/server assets

Right-skilled people
Lower downtime incidences protects against potential revenue losses

Allows increased focus on your core business

ITIL certified team
Certified service desk engineers Industry-leading service delivery and support teams operating under mature service and process standards (ITIL, ISO20000, ISO27001)
Team leader with ITIL masters certification
High level of accent, language and culture orientation

Fail-safe risk management & mitigation

Disaster recovery (sites in US and India)

Redundant built-in Internet and VOIP setup
Fire and Natural Disaster proof NOC

”
Finally, making the choice between customer delight and cost management

is easy – both on your conscience and your budgets!

”
 Case study
GSS America helps a name brand US Retailer save on network/server monitoring and helpdesk costs and improve service delivery to their internal customers

Client:

A large US Retailer with more than 400 outlet stores and 2 remote Data Centers running a complex network comprised of multiple
networks both internal and external, both distributed and centralized servers and a dedicated connection to each of the more than
400 store locations.

Challenges:
The client approached GSS America to optimize their server and network management, move their centralized Data Centers to Virtualization, shift their network monitoring
practices from re-active to pro-active, ease administrative requirements, and provide more reliable service to their users while reducing their costs.

GSS America’s solution:

GSS America’s remote network/server management( Monitoring) and helpdesk support services helped the client move from a distributed support and help desk available
8x5 to a 24x7 support environment offered from a single location, significantly improving their network efficiency and end-user service. In addition, GSS moved more than
20 different systems into a VM Ware based Virtual Environment running from 3 state of the art servers which reduced complexity and generated cost savings in terms of
power, cooling and service requirements while providing redundancy and High Availability. GSS America’s ITIL compliant processes, dynamic resource management and
improved planning and performance optimization not only helped the customer offset the cost of migrating to a 24x7 support environment, but also delivered significant
ROI through

Improved communication between IT and business: The ability to generate reports based on

bandwidth usage and network/server availability has been important to the client’s ability to Business benefits
demonstrate overall network/server performance and how his team responds to issues and risk.
Over 40% cost savings and 60% resource savings,
Improved planning and performance optimization:
helping the client focus these resources on more
strategic projects
Network traffic analysis is used to support business cases for implementing IT changes such as Customer Satisfaction improved by 30%, leading to

adding bandwidth or hardware, deploying server load balancing solutions and implementing happier, more productive employees
Reduced business Impact through proactive
best practices.
network/server monitoring
Increased first call resolution through effective
Increased Network/Server Historic Performance Metrics: By tracking and documenting short knowledge management
term changes in network/server performance, as well as long term usage trends, the client could Business productivity increased by 15% based on better

implement strategies and best practices that not only diagnose network problems quickly and usage of network and server resources

effectively, but that also help mitigate risks before they occur, optimizing overall network

performance. ance.

GSS America Infotech Ltd. Block ‘B’, Third Floor, Cyber Gateway, HITEC City, Madhapur, Hyderabad - 500 081.AP. India.

Tel: +91 40 44556600 | Fax:+91 40 40028703 | email: india@gssamerica.com

GSS America Infotech Ltd. GSS America, Inc. GSS America Infotech Ltd. GSS America Infotech Ltd. GSS America Infotech Limited

#189, Road No. 72 1699 Wall Street Australia P.O. Box :73030 3 Shenton Way,

Prashasan Nagar, Jubilee Hills Suite 201 Tel: +61 2 80643771 Dubai Internet City # 03-09 Shenton House

Hyderabad-33 AP. India. Mt. Prospect, IL 60056 email:Nagender.ganji@gssamerica.com Dubai - United Arab Emirates Singapore 068805

Tel: +91 40 40028707 Tel: +847 307 7606 x271 Tel: +97 143 755 710 Office: (65) 6227 8157

Fax +91 40 40028703 Fax: +1 847 640 3701 Fax:+97 143 672 786 Cell # (65) 8117 8175

email: india@gssamerica.com email :roger.frank@gssamerica.com email:dubai@gssamerica.com Fax # (65) 6491 5300

email:singapore@gssamerica.com