Support

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, 24×7 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 24×7 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