In the modern world in the market those organizations survive and achieve success, which do business by the most effective mode, doing everything for lowering of operational costs at saving of high quality of goods and services. One of the most modern and successful models of the business dealing, allowing to achieve financially-notable competitive advantages is outsourcing.

Outsourcing is a transmission to the outside contractor of some internal functions of economic activities of the company-customer, also on the basis of usage (for example, rent) of its software products, technical means and fragments of a network infrastructure, and also rendering of consulting services by highly skilled staff of the performer.

CRYPTOMACH LTD. provides professional administration of information systems and systems of complex information protection of the customers, including the ones constructed by other organizations. Constant access of the company to the newest technologies guarantees qualitative allocation of all necessary services in the field of support and development of IT-infrastructure of your company, and also your staff training.

Advantages of outsourcing:

• Outsourcing relieves our customers from responsibility for the activity connected with complex protection of information systems and working capacity of IT-infrastructure.
• Besides support of stable and effective operation of IT-infrastructure, outsourcing also opens more simple and fast path to the advanced technologies, thus, to the competitive superiority.
• Quality of submitted services is defined by the contract and based on rigid regulations, instead of moods of separate performers. There is always a reserve of highly skilled experts, capable to perform any operation on IT-infrastructure service.
• No necessity to hire expensive specialists for a permanent job, however receive high quality service and handling of IT and CIPS ITS, by means of high professionalism of our company staff;
• Time saving: there is no necessity to create a network infrastructure oneself, to realize process of the detailed control over performance of tasks in view.
• Possibility of remote administration allows to solve the majority of daily tasks maximum effectively. Effect from such approach is practically same as though the system administrator permanently is at the office.
• Planning, preconditioning and carrying out of planned actions for changeover and upgrade of the equipment for maintenance of high level of dependability and efficiency of the information systems necessary for performance of business tasks.
• Customer refers the cost of external technical support  to expenses, that allows the organization to lower taxable base.
• Technical support service renders its services in a format 24x7x365. Our service will allow the Customer to raise operational efficiency of business applications critical to malfunctions and infrastructures. If access of our employees to internal (confidential) data of the customer is necessary, the non-disclosure agreement (NDA) is signing.
  

Technical support includes:

• Providing of consultations by phone and e-mail;
• Remote diagnostics of system by the qualified experts;
• Customization of optimal parameters of security and efficiency
• Visits of technical experts for system customization;
• Implementation of wishes of the customer on system development.
  

Structure of the technical support service:

The service of technical support of Cryptomach Ltd. has two-level structure (1st and 2nd lines of technical support) and uses the best world experts and guidelines in its work.

1st line ensures direct contact with the customer, deriving and classification of requests. Depending on level of complexity of the request, it is treated by experts of the 1st line, or is transmitted to handling in 2nd line.

2nd line of technical support consists of experts having large practical experience of implantation and support of IT-solutions. If it is necessary, they make problem emulation on the test stand of the company for definition of the reasons of malfunction and solution framing.

Service Level Agreement

Cryptomach Ltd. technical support is grounded on usage of Service Level Agreement (SLA) - the document giving qualitative and quantitative description of providing services, and defining:

• terms of troubleshooting, path of elimination of problems and algorithms of escalation
• responsibility of the parties at service usage
• procedures of resolution of disagreements and compensations scheme
  

Thus the client receives warranties on:

• high level of security and working capacity of information system
• warranties of safety and rate of a data recovery
• safety of storage and data transfer
• rate of response to inquiries of the customer
  

The major factor for price definition for service package is quality of its providing. The payment amount is settles up from certain qualitative criteria. The management of the company-customer has the possibility to understand, what money is spent for and how much business IT-support really costs.

Our procedures of handle of service degree are urged to guarantee a continuity of technical support and improvement of quality of IT-services submitted to the customer. This purpose is reached by negotiation of services quality degree, their continuous control and providing of appropriate reports to the customer.