IT Support Services

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Overview

TTNI Indonesia provides IT Support Services on the most suitable recommendation according to each customer’s needs & environment. Customer will be proactively supported with 24H Helpdesk and 8H x 5D Engineer Coordination. Our engineer equipped with comprehensive knowledge & skill. Any of your network, server, and support appliance issue/ change request/ inquiry will be professionally handling based on engineer’s expertise.

Response Time

1st Line of Support

Rapid respond within 30 minutes by 24H Helpdesk, defined as the time between receipt of customer’s call or email and the time of any fault issue, change request, and inquiry is recorded on Helpdesk Case Management System. In this phase support ticket has been created and automatically distributed to Engineers.

2nd Line of Support

After issue received by Engineer, the team will begin to work on the issue background by close coordination with customer. Troubleshooting will be conducted thru remote access or on-site support (next action of troubleshooting when issue cannot be resolved remotely).

TTNI Indonesia IT Support Services Line Up:

Premium Support (IT Station Engineer)

Full support by dedicated engineer assigned at customer’s site. Engineer workplace is at customer site and follow customer’s working calendar.

Gold Support (IT Remote & On-Site Support)

TTNI Support Engineer workplace is at TTNI Office (HO: Sunter Office; Representative Office: Cibitung Office / Karawang Office / MidPlaza Office)
Any fault issue, change request, and inquiry received via email/ direct call from customer, then helpdesk will escalate to proper engineer for
case handling (via remote & dedicated on site support in a month).

Silver Support (IT Remote & On-Call Support)

TTNI Support Engineer workplace is at TTNI Office (HO: Sunter Office; Representative Office: Cibitung Office / Karawang Office / MidPlaza Office)
Any fault issue, change request, and inquiry received via email/ direct call from customer, then helpdesk will escalate to proper engineer for
case handling (via remote & onsite ticket).

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