Providing the services through Facility Management Services, so as to manage SCADA/DMS system including all equipment’s, installations including hardware, software & networks installed & commissioned.
Ensuring maximum uptime & performance levels of SCADA systems installed and that the proper elements & commitments are in place to provide consistent & satisfactory service support to the customer.
Replacement of defective equipment’s. Configuration of replaced Hardware or Software. Co-ordination with equipment supplier for Repair. Periodic Routine Checking as part of a preventive maintenance program which will include checking of functionality if hardware and software.
Services to bring up any or all SCADA-DMS systems upon its failure and to restore the functioning of SCADA-DMS system including control Centres, RTU’s and FRTU’s.
Maintaining Project Communications by Providing Strategic and tactical recommendations in technology related issues. Conducting regularly scheduled project status meetings.
Identifying and Resolving issues. Preparing and Delivering Monthly Reports services delivered. Preparing and requesting IMAC Services based on Customer requirements.
Managing the vendors for escalations on support. Logging calls and necessary Co-ordinations are done. Maintaining the database of response time and resolution time commitments of vendors.
Providing Single Point of Contact for Customer Queries and responding to initial requests within agreed service level. Monitoring Communication availability and necessary escalations to service provider are done.
Providing Network availability incident reports based on severity wise to Customer in a format which has been mutually agreed.
Diagnosing problems arise from LAN/WAN Network which will include connectivity problems due to failures of communication, transport links, routing configuration points or from software bugs etc.,
All identified faults are isolated and rectified appropriately. The resolution measures undertaken and the results produced will be documented in the report.
Coordination should be done with corresponding carrier when a problem is diagnosed with WAN circuit. The circuits are tested and restored.
The entire network is continuously monitored and Network Configuration changes, Network Performance, Bandwidth availability & Utilization and Network uptime reports are analyzed.
Backup and restoring of data is performed in accordance to defined process and procedures. Inventory of onsite tapes are maintained and backup requirements for tape will be forecasted. Failed Backups are restarted and successfully completed within the backup cycle.
Real time monitoring, Log maintenance and reporting of backup status are done at regular Intervals. All relevant data’s are transferred to Data Recovery Centre and in case of complete failure control Centre system building from the scratch utilizing DR Centre is performed.
Servers, CPU’s, Memory Utilization, I/O Utilization, Central Storage and Disk Space are regularly monitored and maintained. Results of System Log for a selected day, system history log, aggregate data collection and events collection will be analyzed and communicated to Customer.
A unique Support Centre mobile number is made available with 24x7x365 offsite customer support executive to receive the issues raised from customer and transfer the same to respective onsite engineers
Preventive Maintenance:
Patch Management for OS and Application Software are done.
Average and peak usage of CPU, LAN, Memory and Disk is obtained & submitted to Customer once every month.
Monitoring of Machine with reference to error reports and logs has to be done once every week.
Online diagnostics for servers and workstations has to be performed once every three months.
Connection test of LAN cables for identifying potential loose contacts in machines, hubs and routers has to be done once every three months.
Physical Hardware Checks to ensure proper working of cooling fans and etc., has to be carried over once every three months.
Physical inspections of machines and the panels has to be done to check for any rat droppings, lizards or any other vermin once every three months.
Cleaning and blowing for removal of dust from servers and workstations, RTU’s and FRTU’s has to be done once every three months.
