- Data Centre
The Challenge
The large MSP recognised the critical need for superior service delivery across its Data Centre environments. The organisation is a growing business using the infrastructure within the multi-site Data Centres to power websites, phone systems, software, AI and more for its customers. The need for quality of services with the appropriate software support and parts to site support model was paramount.
The primary challenges faced by the organisation included the need to manage costs and improve operational management of its large changing estate with in excess of 2,300 networking devices which included routers, UPS’s, switches and access points.
Scope Of Project
- Hardware & Software Support
Covers multi-vendor networking equipment (e.g. routers, switches, firewalls) and associated software platforms. Includes diagnostics, repair, and replacement of faulty components. - Break-Fix Maintenance Model
Reactive support for unexpected failures, ensuring minimal disruption to operations. Services include:- Fault identification and triage
- On-site or remote resolution
- Equipment replacement and configuration
- Service Level Agreements (SLAs)
- 4-Hour Response SLA: For mission-critical incidents, a qualified engineer or replacement unit is dispatched within four hours of issue reporting.
- Next Business Day (NBD) SLA: For non-critical issues, resolution or equipment delivery is guaranteed by the next business day.
The Solution
We are providing a networking hardware & software break fix maintenance contract with for our partner’s high-security customer estate, spanning seven sites across the India. Services were facilitating the timely response & delivery of equipment under 4 hour and next business day response times.
We setup an internal transition team to engage with various business units and the partner, ensuring compliance with all regulations. We coordinated with the partner to deploy highly skilled engineers for access to Data Centre sites. Our team conducted due diligence and provided recommendation reports. Additionally, we supplied extra project resources for configuration and installation services and delivered comprehensive customer reports on break-fix and ad-hoc calls.
Technologies Infrastructure
- Servers Racks : Data center server racks are essential for organizing and managing IT equipment. They come in various types,
- Storage Devices : Data center storage devices include various types of hardware such as HDDs, SSDs, and tape drives, organized in systems like DAS, NAS, and SAN to efficiently manage and distribute data.
- Networking Equipment : Modems, routers, cables, and switches.
- power distribution units (PDUs) : Takes power from a main supply and distributes it to equipment like servers, routers, and switches.
- cooling systems : “Air cooling” This cooling method is ideal for smaller or older data centers, “Liquid cooling” A relatively newer technology is liquid cooling. It’s a more efficient and cost-effective cooling
- Security measures : Encryption algorithms, firewalls, and IDS/IPS.
- It also includes components like racks, cabinets, and fire suppression systems.