Exclusive IT Management and Support Service

With the mounting cost and complexity of today's IT infrastructure, the need to effectively manage your IT environment has become critical to business success.
The tasks of providing daily operational and technical support; eliminating a growing array of security threats from viruses, spy ware and spam; mitigating the impact of infrastructure failure and addressing users' problems present a heavy burden to constrained internal IT resources.
These time-consuming and expensive distractions also divert attention away from mission critical projects.

Dice Technology (M) Sdn Bhd Managed Support Pack provides affordable, proactive IT management and support to growing businesses.
It is designed to keep your IT infrastructure operational, available and secure so that you can focus on the everyday demands of expanding your business, reducing costs and increasing revenues.

The services of our Exclusive Support Pack can be summarized in four major areas:

  • Monitoring, alerting and inventory reporting
  • Operations support services
  • Hardware maintenance
  • Technical support services

Hardware and System Maintenance

IT Hardware Maintenance and Support from Dice Technology (M) Sdn Bhd is more than a simple break/fix service, but rather a solution that helps businesses operate more efficiently and, in-turn, gain a competitive advantage in their respective industries by means of:-

  • Competitively priced IT hardware maintenance and support services
  • Increased control of capital equipment expenses and a greater ROI from IT asset lifecycle extensions well beyond the OEM's End-of-Life (EoL)/End-of-Service-Life (EoSL) declaration
  • Tailored SLAs that allow optimization of response and repair requirements for each IT asset
  • Enhanced service contract, service incident and IT asset management.

IT Hardware Maintenance and Support highlights:

  • Selangor wide service availability
  • Owned and operated service centers
  • Highly trained, full-time Field Engineers
  • Level 3 & 4 technical support Engineering Team
  • Comprehensive service assurance process
  • Tailored asset-level SLAs
  • Numerous methods for initiating a service request
  • Callback from Field Engineer within 30 minutes of service initiation
  • < 2-hour average response time
  • < 4-hour average MTTR
  • Documented escalation procedures
  • Strategic stocking locations for parts and complete systems
  • Secure Data Erasure options available

IT Support & Service Delivery

Dice Technology (M) Sdn. Bhd. assist organization to run business, operations, and support aspects of an enterprise IT organization. Fundamental guideline and technical assistance will be provided to control changes, service levels, and costs by providing tools and processes. The goal is to provide technologies, tools, and processes that significantly enhance the efficiency and quality of central IT services.

In pursuit of this vision, Dice Technology (M) Sdn. Bhd. will continuously track the direct service metrics, including operational monitoring and customer feedback. Likewise, efficiency tracked by performance in execution of services rendered and by cost management for service delivery.

Dice Technology (M) Sdn. Bhd. tracking and routing requests for IT support across the Kelana Jaya area with the minimum of delay; these support requests will be consolidated across Selangor to increase efficiency.

Rich repositories of support information from descriptive summaries to detailed FAQs and user guide will be provided both to IT support personnel as well as directly available to end users. Additional information resources will be delivered via enhanced online training technologies. IT Services will leverage a Customer Relationship Management (CRM) system to track and anticipate the service needs of clients.

There will be fully integrated management control over changes in the application and system environments, and tracking of the real-time health of services. All services and their dependencies will be understood and monitored in order to rapidly determine the root cause of service disruptions. Monitoring and trend metrics data will be used to anticipate service degradation. Analytical insight into financial, operational, resource utilization, and support metrics will be available via a reporting infrastructure that has access to consolidated data fed from all relevant sources.

Technologies are that covered by Dice Technology (M) Sdn. Bhd. are Service Catalog, Server and Application Monitoring, Client Relationship Management, Training Services Technologies, Ordering and Billing, Reporting, Service Desk and Workflow.
Dice Technology (M) Sdn. Bhd. is providing support and supplies to Business Media International (BMI), SRT-EON Security Services Sdn. Bhd. and others.


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Services Overview

Dice Technology is committed to provide you the best customer service experience

Contact Us

Address:No.9-2, Tingkat 2, Dataran Mentari,
                         Jalan PJS 8/10, 46100 Petaling Jaya
Telephone:03 5612 1840
FAX:03 5612 6809
E-mail: surrendran@dice-technology.com