HW Maintenance Customer OnboardingIT HW Maintenance service
Our mission
The IT service ecosystem could be optimized and most of the customers never know that they are having many companies working as an alternative maintenance service as we called 3rd party service providers. We extend the life of IT assets, consolidate vendor support, offer flexible service levels and terms, and provide significant cost savings on multi vendor platforms and services, 24/7. Greenwill Solution specialized in IT HW service management, we aim to optimize and enhance customer IT maintenance annual spending. We select a world leading US company who is in the business for more than 30 years, “Curvature” could provide a trusted multi-vendor IT HW service while Greenwill will provide helpdesk and technical support.
Corporations need to embrace a strategy that leverages what’s working so they can run their applications and upgrade infrastructure on their timelines, based on their needs, not the supplier’s.
Onboarding process
Onboarding process compose of
- Site Audit : As a part of the on-boarding process, Supplier Field Engineers will physically audit (unit count and serial number) all equipment in the Equipment List. Customer will engage and provide end-user contact details informing and support the scheduling of the site audit activities.
- Equipment Inventory : Customer has provided the Equipment List (as list in the ATTACHMENT 1 of the service contract signed) , which includes manufacturer, model, machine type, serial number, configuration, and physical location. Supplier shall be responsible for maintaining the Equipment List to the extent that Equipment is added or deleted in accordance with the Section entitled “Equipment Addition or Withdrawal.” Equipment that is not on the initial Equipment List provided by Customer, or not added in accordance with Section entitled “Equipment Addition or Withdrawal”, shall be eligible for Maintenance Services on commercially reasonable efforts by Supplier. Equipment that may be entitled under OEM warranty shall still be serviced by Supplier, and then added to the Equipment List in accordance with the Section entitled “Equipment Addition or Withdrawal.”
- Service kick-off meeting and Contact Database:Customer agrees to provide customer’s contact information which includes: Full name, email address, and mobile phone number of
- Service management
- Technical/service engineer.
Once the contract is started, customer service manager and technical service engineer will receive an email to activate the user account with Greenwill support portal and invitation to the customer onboarding meeting (either online/ at customer site). This meeting will
- Give customer a contact details of our service agent.
- A process and methodology to report a fault/incident to our agent.
- A schedule for a site audit.
- Management escalation process and how to contact.
- Fault report: Customer is motivated to report the fault/incident via Greenwill Support portal. or mobile application. For IOS or Android user, download the application “Freshservice” from AppStore or Playstore, and follow the instruction on how to log a case via Greenwill support portal here. Customer can email: [email protected]. When opening an incident by email, please follow the template below:
- Email ID: [email protected]
- Your Contract number: Company Name:
- Equipment Location:
- Server Serial Number: Server Node Name:
- Server Make/Model: Server Data Center Location/Rack Location:
- Severity of Incident (Next Calendar Day, Next Business Day, Your SLA)
- Problem Description (brief description of request and any fault system or/and part(s) error
- code as seen in your system)
- Name/Contact Number of person requesting support (Name & on/off hours Number of
- Primary On-Site Contact)
- Incident Number (If you have an internal reference, i.e., Remedy or etc.)
Greenwill Solution Support portal
For a new customer, once after the contract has been activate, the service manager and technical manager will get an email invitation to the Greenwill Support portal. after activate the account, customer will use email and password (customer defined) to login to our support portal.
Web-base Case logging
- Go to support.greenwillsolution.com
- Login to the support portal via your email and password (use the right side login).
- For emergency case, customer is motivated to call our Sales agent 092 4541119 or service agent 0891341347
- Once login successful customer will see the service dashboard and at this page customer can click “Report an incident” to raise a new service ticket.
- For customer who already report an incident and want to check the current status of the case, customer can click ” Your Tickets”
- For an organization who use Greenwill Service catalogue and has a service request that need your approval it will show in “Pending Approvals”
- The known solution could be listed and found under “Browse Solutions”
For more convenient, we also provide mobile application which will allow customer to report the fault or log an incident via his/her mobile device.
Mobile application Case logging
- Go to Appstore or Play store, and download an application “Freshservice”
- Once the download complete, open the application, it will prompt you to enter support url, you will enter support.greenwillsolution.com
- Next customer will Login to the support portal via your email and password (use the right side login).
- For emergency case, customer is motivated to call our Sales agent 092 4541119 or service agent 0891341347
- Once login successful customer will see the service dashboard and at this page customer can click “Report an incident” to raise a new service ticket.
- For customer who already report an incident and want to check the current status of the case, customer can click ” Your Tickets”
- For an organization who use Greenwill Service catalogue and has a service request that need your approval it will show in “Pending Approvals”
- The known solution could be listed and found under “Browse Solutions”
Get Started
Not sure where to start? Contact us to get expert advice and dedicated account management today.