HW maintenance service for 162 Servers: Dell/EMC/FTS and Oracle Jan-Dec202082xDell, 27xEMC, 35xFTS, 4xFujitsu desktop and 14xOracle servers

Service period: January1-December31,2020.

Service location: Bangkok (Shin2, Srinakarin, Sukaphiban, Talingchan) Khonkhen, Chonburi and NakhonRatchasrima.

Number of Installed base: 158 servers 4 desktops.

Standard service: 8x5xNBD

Hardware Support 

  • Coverage: Unlimited replacement parts and onsite labor 
  • Coverage window: Normal business hours – Monday through Friday between 0800 and 1700 local time, excluding holidays. 
  • Onsite response time: Next Business Day – Once it has been determined that the incident cannot be resolved remotely, a field engineer or authorized service representative will arrive onsite during the coverage window to perform hardware maintenance service on the next business day. Parts to facilitate the repair are included but not guaranteed within the response window. 

Software Support 

  • Coverage: Basic or Enhanced 
  • Coverage window: Normal business hours – Monday through Friday between 0800 and 1700 local time, excluding holidays. 
  • Remote response time: Once an incident is received, a Support Engineer will respond to the call within four hours. 

Examples: A call logged at 0900 on a non-holiday Tuesday would have a Field Engineer onsite between 0800 and 1700 local time the following business day (Wednesday). A call logged at 1900 on the same non-holiday Tuesday (outside the coverage window) would be logged as received on Wednesday, and will have a Field Engineer onsite with spare part between 0800 and 1700 on Thursday.

Incident Management

Greenwill Solution helpdesk Ticketing is Greenwill’s incident management system. An incident can be created using several methods: 

  • Phone call to our Service Desk 
  • Electronically via email to Service Desk 
  • Creating an incident ticket using the Greenwill support portal 

Greenwill Service Desk agent will acknowledge the new incident by communicating with your designated “Point of Contact” to confirm these important points: 

  • Make, model, serial number, and physical location of the unit(s) requiring support
  • Entitlement of maintenance coverage for serial numbers 
  • Brief description of the problem (i.e. hardware or software and errors or initial triage) 
  • Requested window for onsite or remote support 
  • Impact and urgency that define your priority level (Priority 1 through 4) 

The Greenwillsolution support portal incident triggers Greenwill to resolve the hardware failure using troubleshooting methods that isolate the problem, perform recovery routines if applicable, and remedy the issue to restore the machine to an operational state. 

Greenwill’s response may differ depending on the incident’s priority level: 

  • Priority 1—Critical system down, network failure, with operation unable to continue, or a risk of data loss. 
  • Priority 2—System or network failure, with recovery and operation continuing, but possibly in a degraded fashion. 
  • Priority 3—Non-critical HW/SW events are classified as a fully functional system, but present an issue that could escalate into a Priority 1 or Priority 2, such as a warning light on a server panel, power supply failure in a system with redundant power supplies, etc. 
  • Priority 4—Non-critical enhancements, such as memory upgrades, hard drive upgrades, system installs or de-installs. 

Note: The priority level does not affect or change your service level agreement. 

Greenwill’s Service Desk has automated escalation processes that include an Escalation Specialist to facilitate the resolution of complex incidents. The Service Desk coordinates incident escalation, and enlists the skills of appropriate resources to resolve the incident.

Coverage details what features are provided by a service level, generally parts or labor. 

Coverage window specifies the time during which the customer may request service be performed. 

Remote Technical Support After a ticket is created, Greenwill Solution will work during the coverage window to troubleshoot and resolve the hardware failure. Prior to any onsite response, Greenwill Solution may provide telephone assistance to your team to isolate the problem, look for known resolutions, and recommend recovery routines if applicable. Greenwill Solution may request your team to initiate data collection routines, and provide the results for escalation to our Level 3 remote support specialists.

Onsite Service For hardware incidents that cannot be resolved remotely, a Greenwill Solution field engineer or authorized service representative will arrive onsite, during the coverage window, to provide hardware maintenance service. The onsite engineer may require remote technical support that is delivered by Greenwill Solution’s remote support team.

A repair is considered complete upon Greenwill Solution’s verification that the hardware has been restored to an operational state.

Replacement Parts Greenwill Solution will provide replacement parts necessary to maintain your assets. These replacement parts will be new, or functionally equivalent to new, in performance. Spare parts are managed using Greenwill Solution’s Smart Sparing algorithms to ensure that the correct parts are available in the local Service Center. Our wholly owned, spare parts inventory is located around the globe in 100+ Service Centers and regional depots.

With the exception of data-bearing devices, replaced parts will become the property of Greenwill Solution.

Defective Media Retention For data-bearing devices, Greenwill Solution will leave behind failed components in the owner’s custody. The owner is responsible for taking appropriate measures to ensure that sensitive data is protected.

Onsite response time specifies the period that begins after the initial call has been received and acknowledged by Greenwill, and it has been determined that the incident cannot be resolved remotely. 

Onsite response time ends when the Greenwill Solution field engineer or authorized service representative arrives onsite, or when Greenwill has determined the incident has been resolved. 

Remote response time specifies the period that begins after the initial call has been received and acknowledged by Greenwill, and ends when a support engineer contacts the requester for problem determination.

Greenwill Solution’s support portal provides a web-based service management system that allows you to manage maintenance contracts and view your assets that are supported by Greenwill Solution. The portal is designed to provide transparency for all related incidents. Details are provided showing when the incident was opened, when Greenwill Solution arrived onsite, and how quickly the incident was resolved. You can open, view, add notes, and append files to tickets. Reporting capabilities show how Greenwill Solution has performed against the stated service levels. Asset lists, tickets, and activities can be exported to a spreadsheet.

Service Activity Review (annual)

An annual Service Activity Review (SAR) will be conducted to identify potential improvements to our service delivery model. The metrics reviewed include how many incidents per month/per location were opened, the types of incidents that occurred, and our performance results achieving the service level agreement response times.

These reports are typically part of the SAR:

  • Incident Summary
  • Incident Locations
  • Incident Types
  • Average Response and Resolution Times
  • Incident Failure Analysis
  • Part Failure Analysis
  • Reoccurring Incidents by Asset
Equipment Vendor Equipment Model Serial Number
1 DELL DELL S4048T-ON GM37XC2
2 DELL DELL S4048T-ON 2M37XC2
3 DELL DELL S4048-ON 6YN6XC2
4 DELL DELL S4048-ON 30P6XC2
5 DELL DELL S4048T-ON DZ17XC2
6 DELL DELL S4048T-ON DM37XC2
7 DELL DELL S4048-ON 8YN6XC2
8 DELL DELL S4048-ON 61P6XC2
9 DELL DELL S4048T-ON JQM7XC2
10 DELL DELL S4048T-ON GN37XC2
11 DELL DELL S4048-ON 1ZN6XC2
12 DELL DELL S4048-ON 60P6XC2
13 DELL DELL S4048T-ON CBT5XC2
14 DELL DELL S4048T-ON 6MM7XC2
15 DELL DELL S4048-ON H1P6XC2
16 DELL DELL S4048-ON 70P6XC2
17 DELL DELL S4048T-ON 4CT5XC2
18 DELL DELL S4048T-ON 7ZM7XC2
19 DELL DELL S4048-ON BYN6XC2
20 DELL DELL S4048-ON 1YN6XC2
21 DELL DELL S4048T-ON HN37XC2
22 DELL DELL S4048T-ON 6N37XC2
23 DELL DELL S4048-ON JXN6XC2
24 DELL DELL S4048-ON 48MKXC2
25 DELL DELL S4048T-ON C2N7XC2
26 DELL DELL S4048T-ON 1Z17XC2
27 DELL DELL S4048-ON DXN6XC2
28 DELL DELL S4048-ON 11P6XC2
29 DELL S4048-ON FLB2XC2
30 DELL S4048-ON 42Z1XC2
31 DELL DELL S4048T-ON 90N7XC2
32 DELL DELL S4048T-ON FRM7XC2
33 DELL DELL S4048-ON 4V4MXC2
34 DELL DELL S4048-ON 8Y4MXC2
35 DELL DELL S4048T-ON FM37XC2
36 DELL DELL S4048T-ON FLM7XC2
37 DELL DELL S4048-ON 4YN6XC2
38 DELL DELL S4048-ON HYN6XC2
39 DELL DELL S4048T-ON 6QM7XC2
40 DELL DELL S4048T-ON 3M37XC2
41 DELL DELL S4048-ON BV4MXC2
42 DELL DELL S4048-ON 7W4MXC2
43 DELL DELL S4048T-ON 81N7XC2
44 DELL DELL S4048T-ON 70N7XC2
45 DELL DELL S4048-ON GT4MXC2
46 DELL DELL S4048-ON 2Y4MXC2
47 DELL DELL S4048T-ON 9QM7XC2
48 DELL DELL S4048T-ON 9L37XC2
49 DELL DELL S4048-ON 1V4MXC2
50 DELL DELL S4048-ON 5Y4MXC2
51 DELL DELL S4048T-ON 4PM7XC2
52 DELL DELL S4048T-ON HL37XC2
53 DELL DELL S4048-ON DY4MXC2
54 DELL DELL S4048-ON 8V4MXC2
55 DELL DELL S4048T-ON CM37XC2
56 DELL DELL S4048T-ON DYM7XC2
57 DELL DELL S4048-ON 6ZN6XC2
58 DELL DELL S4048-ON 9W4MXC2
59 DELL DELL S4048T-ON H0N7XC2
60 DELL DELL S4048T-ON F2N7XC2
61 DELL DELL S4048-ON 7ZKPXC2
62 DELL DELL S4048-ON FYKPXC2
63 DELL DELL S4048T-ON 91N7XC2
64 DELL DELL S4048T-ON D1N7XC2
65 DELL DELL S4048-ON 9YKPXC2
66 DELL DELL S4048-ON 10LPXC2
67 DELL DELL S4048T-ON DSM7XC2
68 DELL DELL S4048T-ON G2N7XC2
69 DELL DELL S4048-ON 5XKPXC2
70 DELL DELL S4048-ON HYKPXC2
71 DELL DELL S4048T-ON DVM7XC2
72 DELL DELL S4048T-ON B2N7XC2
73 DELL DELL S4048-ON B0P6XC2
74 DELL DELL S4048-ON G0P6XC2
75 DELL DELL S4048T-ON 2TM7XC2
76 DELL DELL S4048T-ON 9SM7XC2
77 DELL DELL S4048-ON HZKPXC2
78 DELL DELL S4048-ON 60LPXC2
79 DELL DELL S4048T-ON DWM7XC2
80 DELL DELL S4048T-ON FYM7XC2
81 DELL DELL S4048-ON C0P6XC2
82 DELL DELL S4048-ON 6G13XC2
83 EMC CX4-120 CKM00123400740
84 EMC CX4-120 CKM00123500495
85 EMC EMC VNX 5300 CKM00123401587
86 EMC EMC VNX 5300 CETV2143100053
87 EMC VNX5200 CKM00153000419
88 EMC VNX5200 CKM00153000850
89 EMC VNX5200 CKM0161100088
90 EMC VNX5400 CKM00164202547
91 EMC VNX5200 CKM00164202548
92 EMC VNX5200 CKM00163502569
93 EMC VNX5200 CKM00163502568
94 EMC VNX5200 CKM00163501257
95 EMC VNX5200 CKM00163501256
96 EMC EMC Storage MAIN Unify 350F CKM00182501067
97 EMC EMC Storage MAIN Unify 350F CKM00182501068
98 EMC VNX5200 CKM00183202833
99 EMC VNX5200 CKM00182401163
100 EMC VNX5200 CKM00183400286
101 EMC VNX5200 CKM00183400025
102 EMC VNX5200 CKM00182401165
103 EMC VNX5200 CKM00183301599
104 EMC VNX5200 CKM00183202831
105 EMC VNX5200 CKM00185102211
106 EMC VNX5200 CKM00190201623
107 EMC VNX5200 CKM00185102045
108 EMC VNX5200 CKM00185102210
109 EMC VNX5300 CKM00123501574
110 FTS Rack Console RC25 YVAT060885
111 FTS Console Switch KVM S3-1601
112 FTS PRIMERGY RX300 S7 YLAR007968
113 FTS PRIMERGY RX300 S7 YLAR007973
114 FTS ETERNUS LT40 S2
115 FTS PRIMERGY RX300 S7 YLAR007982
116 FTS PRIMERGY RX300 S7 YLAR007981
117 FTS PRIMERGY RX300 S7 YLAR007983
118 FTS PRIMERGY RX300 S7 YLAR007985
119 FTS PRIMERGY RX300 S7 YLAR007984
120 FTS PRIMERGY RX300 S7 YLAR007975
121 FTS PRIMERGY RX300 S7 YLAR007977
122 FTS Fujitsu ESPRIMO E900 E90+ (DT8-D3062) YLCK038400
123 FTS Fujitsu ESPRIMO E900 E90+ (DT8-D3062) YLCK038398
124 FTS Fujitsu ESPRIMO E900 E90+ (DT8-D3062) YLCK038401
125 FTS Fujitsu ESPRIMO E900 E90+ (DT8-D3062) YLCK038402
126 FTS Fujitsu ESPRIMO E900 E90+ (DT8-D3062) YLCK038399
127 FTS Fujitsu DISPLAY LED (19″) (S26361-K1374-V140 ) YV3T232388
128 FTS Fujitsu DISPLAY LED (19″) (S26361-K1374-V140 ) YV3T232380
129 FTS Fujitsu DISPLAY LED (19″) (S26361-K1374-V140 ) YV3T232386
130 FTS Fujitsu DISPLAY LED (19″) (S26361-K1374-V140 ) YV3T232390
131 FTS Fujitsu DISPLAY LED (19″) (S26361-K1374-V140 ) YV3T232382
132 FTS Fujitsu NETM Rack-42U YLCD003118
133 FTS Rack Console RC25 YVAT061013
134 FTS Console Switch KVM S3-1601
135 FTS PRIMERGY RX300 S7 YLAR007972
136 FTS PRIMERGY RX300 S7 YLAR007967
137 FTS ETERNUS LT40 S2
138 FTS PRIMERGY RX300 S7 YLAR007979
139 FTS PRIMERGY RX300 S7 YLAR007974
140 FTS PRIMERGY RX300 S7 YLAR007980
141 FTS PRIMERGY RX300 S7 YLAR007976
142 FTS PRIMERGY RX300 S7 YLAR007978
143 FTS ETERNUS LT40 S2 LTDE65426628
144 FTS ETERNUS LT40 S2 LTDE65426633
145 Fujitsu Desktop Core i5-2320/RAM4GB/HDD500 YLCK043111
146 Fujitsu Desktop Core i5-2320/RAM4GB/HDD500 YLCK038012
147 Fujitsu Desktop Core i5-2320/RAM4GB/HDD500 YLCK038008
148 Fujitsu Desktop Core i5-2320/RAM4GB/HDD500 YLCK038006
149 Oracle SUN SPARC T4-1 Server (7024583) 1226BDY33C
150 Oracle Sun Netra X4270 1227FMK02J
151 Oracle Sun Netra X4270 1227FMK02N
152 Oracle Sun Netra X4270 1227FMK02G
153 Oracle Sun Netra X4270 1227FMK02L
154 Oracle Sun Netra X4270 1227FMK02H
155 Oracle Sun Netra X4270 1227FMK02K
156 Oracle Sun Netra X4270 1227FMK02M
157 Oracle Sun Netra X4270 1227FMK02P
158 ORACLE Netra T5440 1302BD40F1
159 ORACLE SPARC T4-1 1308BDY92F
160 ORACLE SPARC T4-1 1306BDY1ED
161 ORACLE StorageTek SL24 tape MXA238Z006
162 ORACLE StorageTek HP LT04 0216002-1250T00008

Contact us at Greenwill Solution office and get a free quotation before renew your maintenance contract.

“The results were clear, professional, and effective, and the saving is significant. They know what Care Manager want!”

Apisit B.
Care Manager, Leading Telecommunication Manufacturer

Looking for a trusted HW maintenance service?

Translate »