maintenance across malaysia

Availability Assurance
  • Daily monitoring of system and equipment availability.
  • Service Desk Ticketing System for problem reporting and tracking.
  • 24 Hours Hotline Support Line for emergency support.

    • Preventive Maintenance
  • Scheduled systematic inspection, detection, and correction of incipient failures; covering work of doing equipment tests, measurements, cleanings, adjustments and calibrations.
  • Application system and database health-check services and system patches (if any).
  • Offsite transaction and system data backup.
  • Reports of system and equipment health-check findings and improvement recommendation.

    • Corrective Maintenance
  • Remedial services for repair, restoration or replacement of faulty equipments or system.
  • Response time, restoration time or temporary workaround based on agreed SLA according to incident priority.
  • Remote support services for network based equipments.

    • Parts Replacement Arrangement
  • Parts guarantee services, where parts replacement included in as Comprehensive solution.
  • Parts management services, where critical parts will be kept onsite by NTISSB (subject to holding fee charges).
  • Parts procurement services, where purchases could be made using NTISSB Price Agreement with parts principal.

    • Service Desk
  • CACS incidents to be logged in separate category in Call Centre for CACS support based on Regions and OPUs.
  • For incidents occurs off-office hours, customer will call Regional CACS Hotline number, contacting directly to CACS support personnel on standby.

    • First Level Support (Regional)
  • The primary support engineer and contacts at OPUs.
  • First Level Support CACS team based at regional.
  • Each region will have 24-hours standby personnel for Emergency Support.

    • Second Level Support (Regional)
  • Second Level Support CACS central team based at Central Office.
  • Monitoring servers and panels availability group-wide via centralized monitoring tools.
  • First support via remote access, and onsite support for major/2nd level problems.

    • Principal Support
  • Direct Principal support from HID Global (card & card reader), Johnson Control (Pegasys System), Dormakaba Security System and Magnetic Controls (Outdoor system).

    • Project Team
  • Specialized team for implementing CACS related projects.