Mjenzi Cloud All-Rounded Support
We’ll Support Your
Cloud Journey When You Need It!
E: cloud@mjenzi.com | P: +61 1300 998 025
Whether you are managing virtualized, mobile or cloud technologies that
increase complexity, 24x7 support becomes a necessity to ensure business continuity.
Operational IT staff are often too stretched especially with the
ever-increasing complexity of managing cloud infrastructure which shifts focus
from other strategic business initiatives. Mjenzi Cloud, in partnership with
industry-standard providers can help you minimise your time to troubleshoot, monitor,
and remediate issues, while innovating for the future.
Simplifying Technology
Support Experience
Don’t miss a beat with Mjenzi Cloud Support — a one-stop place to;
§ Resolve hardware,
firmware, and software issues;
§ Get replacement
parts and materials;
§ Access software updates;
§ And take advantage
of collaborative support for independent software vendors.
Reduced Complexity
Mjenzi Cloud provides simplified support with 24x7 system monitoring,
fast diagnostics, automatic case creation, and parts dispatch.
Address Issues
Quickly
We provide one of the highest levels of call-to-repair commitment —
restoring hardware operation within six hours.
Support Options
You can choose the support that suits your specific requirement. We allow you to pick the level of IT infrastructure support coverage that meets your service-level agreement and budgetary requirements.
Mjenzi Cloud
All-Rounded Support offers three (3) levels of support services designed to
meet every need.
1.
Warranty
and Return Material Authorization - default
2.
Next
Business Day Onsite Support - upgrade option
3. Hour Onsite Support - upgrade option
1. Warranty & Return Material Authorisation RMA
RMA is the default warranty (3 years) Service Level designed for service
providers looking to take control of their uptime availability whilst
minimising
operational overheads.
Mjenzi Cloud will provide a default warranty of 38 months 3Y+ post
invoice. In the event that something goes wrong with the technology, customers
return the faulty part to Mjenzi Cloud at their cost. Mjenzi Cloud will then
test the received part before shipping back a replacement part at our own cost.
Note: this type of warranty is best suited to service providers that have
assembly and testing capabilities or service providers looking to develop them.
Mjenzi Cloudy can provide full training and education including step-by step
processes to installing / re-installing infrastructure such as network cards or
storage cards for instance.
Warranty & Return Material Authorisation RMA is expandable up to five (5) years
2. Next Business Day
Onsite Support
Customers can upgrade to a guaranteed next business day onsite support service level
agreement (SLA) which includes:
- Guaranteed
Next Business Day onsite response time frame. 8 hours per day | 5
days a week
- Parts
included - kept within 50km radius of supported datacentres
- Travel
time included
- 8 x
5 Technical phone support (business hours)
- Proactive
monitoring (optional)
3. 4-Hour Onsite
Support
Upgrade to a guaranteed 4-hour onsite support SLA which includes: 
- Guaranteed
4-hour onsite response time frame. 24 hours per day | 7 days a week | 365
days per year
- Parts
included - kept within 50km radius of supported datacentres
- Travel
time included
- 7 x
24 Technical phone support (anytime)
- Proactive
monitoring (optional)
Mjenzi Cloud's
services division provide the full suite of turn-key services enabling your
business to focus on its core competencies. These include:
Design and
Engineering
Cloud-datacenter
design starts with a thorough survey of the existing systems & facility. We
then work with the IT & facility staff to identify & quantify project
needs and develop an understanding of the trends and strategies required to
adapt to future changes. Finally, we develop a conceptual Cloud- datacenter
design from which construction budgets can be developed.
Mjenzi Cloud's
design and engineering capabilities span from the structural infrastructure,
facilities infrastructure, up the stack to: network, storage, compute including
hypervisors and orchestrators. Mjenzi Cloud’s design services help customers
eliminate or the very least mitigate project risk ensuring the actual outcome
fully complies to the set specification. This ensures customers achieve only a
known outcome from a complete 'no frills' design service.
Build
When building
Cloud-datacentres, it is important to choose a builder who excels in strategic
planning, construction and the operation of holistic datacentre solutions.
Mjenzi Cloud's services team offers the complete suite of services to deliver
state-of-the-art Cloud-datacentre’s compromised of hyperscale, network,
storage, compute sub-systems as well as infrastructure to power, cool and
secure these spaces. We understand the intricate nature of both renovating and
building new Cloud environments. Our team has a proven track record of
delivering complex datacentre retrofits without service interruption, and we
take special precautions to ensure new facilities are Day One optimized without
compromising the ability to grow and meet future capacity needs of your
organisation. Having managed the construction of Cloud datacentres for some of
the most elite technologies clients across the world, we have the expertise
necessary to deliver your high quality, zero-defect Cloud facility in the most
time and most cost-efficient manner possible.
Operate
Mjenzi Cloud’s Data
Center Operations support is a holistic approach to data centre operations
which pulls from best practices gained from the Information Technology
Infrastructure Library (ITIL) framework for service operations. The approach
considers seven processes and functions related to complete data centre
operational management:
§ Service Operation Practices: Scope of
Operational Support and Analysis Processes and Functions and How Operational
Support and Analysis Activities Support the Service Lifecycle
§ Event Management Process: Process to Support
Data Centre Events, Event logs, Changes including Policies, Principles, Process
Activities, Methods, Triggers, Inputs, and Outputs
§ Incident Management Process: Process to
Support Data Centre Incidents such as outages, equipment loss including
Policies, Principles, Triggers, and Techniques for recovery
§ Problem Management Process: Handling of
Identified Problems or Issues within the datacentre including root cause
analysis, comprehensive fixes, improvements, and knowledge library inputs for
future problem resolution.
§ Request Fulfillment Process: Approach to
handle end user, organization requests for moves, adds, or changes to
infrastructure within the datacentre
§ Access Management Process: Process for
server, application, database, and physical access to the datacentre and its
assets for end users.
§ Service Desk Function: Provides a support
organization with rules and responsibilities for service support to end users.
§ Proactive monitoring function brings a piece
of mind enabling your business to focus on its core competencies.
Mjenzi Cloud (AUS - HQ) | P: +61 1300 998 025 | cloud@mjenzi.com