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Introduction
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In this section, we going to share with you some of the information on services that we provides to our customers in ensuring them to have an excellent system to use in reducing their daily workloads as well as ensuring them to have an excellent supports whenever they need us.
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Our Excellent Customer Services
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CALL CENTRE
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SAINS Call Centre, at your service, 24 hours a day which is accessible anytime through any media access whether by telephone, fax, voicemail, email, or online internet access. This is just another example of the effective and efficient service provided by Sarawak Information Systems Sdn.Bhd (SAINS). In order to meet the steady growth in customer demand for a higher level of service delivery, SAINS started setting up support centers throughout the state to ensure that the same level of service excellence are provided to all users.
The highly trained and multi-skilled call centre representatives (CCR) are always ready and able to provide troubleshooting aids regardless of where you are or how big your problems. Generally, SAINS call centre provides online support for software and hardware as well as after-sales service on training and Service Level Agreement. The Call Centre personnel will assist with any enquiries from customers on IT-related products and services provided by SAINS. Besides supporting SAINS' in-house developed systems, SAINS Call Centre also manages the registration and tracking of the SarawakNet Mail user accounts.
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PRODUCT TRAINING
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Training would be provided to all customers whenever there is any major updates on the product. All training sessions would be held in SAINS' Training Centre which is strategically located at Jalan Keretapi in Kuching. All training sessions would be handled by experienced and well trained staffs either from Application Supports Unit or from developers them selves in order to transfers the proper knowledge in handling the system to customers.
Besides, the spacious training rooms are fully air-conditioned and equipped with new PCs as well as LCD multimedia projectors, and could easily accommodate 60 participants at any one time.
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LIBRARY AUTOMATION SPECIALIST
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SAINS' team of Library Automation specialist is familiar with the function and standards of Library Management while being well-trained in Information Technology. This team understands daily operational needs of the Library and has the experience to recommend and implement appropriate solutions.
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Areas of services provided included :
- Implementation and Project Management
- Library Systems support and maintenance
- Digital Library Consultancy on policies and IT Direction
- Data Migration
- Content Development and Digitization
-Integration with services such as Video on Demand, CD Racks, and Self-Check Machine
- LibraryNet Portal Management
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DATABASE ENGINEERS
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SAINS is an Oracle Certified Solution Partner and provide leading-edge technology, education, and technical support that enables customers to effectively integrate Oracle into their business. As part of this worldwide framework, this team has been given access to a wide spectrum of information and partner-specific tools and services, which puts them in a better position to serve customers.
Over the years, SAINS has developed teams of experienced personnel who implements actual systems and applications using Oracle products and technologies. Thus, their knowledge and skill-sets has extended over a wide range of Oracle products which includes Oracle Database, Internet Application Server, Oracle Developer Tools, Oracle JDeveloper, Business Components for Java, and other Oracle development and deployment scenarios.
This team of engineers would ensure the system databases are always secure, and robust in order to prevent information leaks. This is to protect the welfare of customers as well as users of the system on their information privacy.
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NETWORK ENGINEERS
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The Network & Systems Engineering teams are available for ensuring the proper running of the network so that customers and users can access the system at any time. The proper running of the network would also ensure customers to be able to works under a smooth environment.
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OPERATION & SUPPORT PERSONNEL
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These operation and support personnels who work at SAINS' Data Centre would provided services 24 hours a day which is to ensure the system is running properly and always available on the network for customers as well as users to access.
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SUN SERVER ENGINEER
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A team of Sun Server Engineers also available for ensuring that servers are always backup so that data can be recover if any undesired events happenned and without the need for customers in losing any of the valuable data.
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SERVICE LEVEL AGREEMENT
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Besides, customers also have the option to sign up with different level of Service Level Agreement in order to get supports that is most desired by them by paying for appropriate charges or annual fees.
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