At Tridex Systems, service is the foundation of our business. From project
consulting to long-term support, customers have constant access to personnel who
truly understand the server-based computing industry.
Providing our clients with world-class servers, peripherals, software, and
server-based application delivery systems is only the beginning. We draw from
decades of experience in the computer industry to deliver and integrate a
complete solution tailored to our clients' needs.
Our approach encompasses a full range of automation services which includes
expertise in thin client/remote access solutions from Sun and
Propalms to Linux, Microsoft Windows 200X and Unix operating environments, project
management, business intelligence reporting and consulting. And, as part of an
ongoing commitment to our customers, we provide the highest level of support for
the occasional complications that arise from managing integrated systems.
Click a link below for detailed information on our core service offerings:
System Audit
A thorough preparation for your implementation, our system audit includes a
full, detailed plan for server-based application deployment and comprehensive
recommendations for solving technical issues and mitigating risk. A Tridex
System’s consultant will join your team and offer expert knowledge and
resources, based on years of experience with UNIX, Linux and Windows-based
systems.
System Start-up
Includes pre-installation consulting, consulting during installation and
basic administration training. Details are shown below:
Phase I. Pre-installation consulting
- Review the required hardware and software checklist
- Plan the packaging and configuration required for customer-specific
requirements
- Review the initial steps for the installation
Phase II. Consulting during installation
- Consultant “on-call” during the actual install time to answer questions on
software and hardware issues
- Integration with existing networks
- Testing users and applications in “live environment”
- Testing printers
- Testing remote access security
- Assistance with post-installation performance tuning
Phase III. Basic Secure Global Desktop Administration Training
- Setup of users
- Host setup
- Array management
- Load balancing
- Customizing user access
- Application deployment
Annual Support
Provides access to Tridex System’s knowledge base, web-based tracking of
issue status and resolution, unlimited service requests, license support,
priority response, call ownership and after-hours support as available.
Tridex, working with our solution partners, provide a high level of
cooperative post-installation support and troubleshooting for all of our
customers. We can provide answers to more than 90% of issues internally and
within hours. And more than 90% of our support customers renew their support
agreements. The reason is simple: We provide a valuable service at a reasonable
price, backed by technicians who really know the SGD and TSE
products.
Support Incident Definition and Coverage
A Tridex incident is defined as follows: A single support issue and the
appropriate effort that is required to solve it. The support issue is focused
on a specific problem. The incident can not branch into other issues which are
not related to the original issue. Each new issue will be treated as an incident.
The Tridex support engineer and the Customer must agree upon the problem definition
and the parameters for an acceptable solution to set the proper expectation. An
incident may require several telephone discussions and some offline work before a
solution can be found.
The Customer will provide Tridex with detailed information concerning the nature
of the issue. Tridex reserves the right to refuse support services in cases where
Tridex determines the incident does not relate to products supported by Tridex.
Support services include consultation, recommendations and information regarding
the way the products are used by the Customer. Tridex is will provide support services
to the Customer to the best of its ability and resources. Support services do not
comprise onsite support for the Customer.
Installation, Setup and Configuration
Assistance with all aspects of the correct product installation,
setup and
configuration for optimum utilization and performance
within your operating
environment.
Training and Education
With our training programs, your organization can develop a strong reporting
services foundation on which to build.
Implementation and Consulting
With our knowledgeable and experienced consultants, all aspects of your
project (design, development and deployment) will achieve the highest level of
success.
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