Implementation, support, maintenance and outsourcing services
Vendor-independent high quality pre and after sales services
We offer a comprehensive portfolio of vendor-independent implementation, support, maintenance and outsourcing services.
Demstar differentiates itself on the emphasis placed on providing end results and not just products to our customers, bundled with a high quality level of pre and after sales services. We offer a holistic solution and support service to your business, in order to allow you to concentrate on what you do best dealing with your business and customers. So let Demstar and its extended team of multi discipline engineers, support you from the product level to the total network, to ensure an operational environment with minimum downtime and constant alignment with technological changes and developments.
We have an extensive team of engineers constantly trained and certified by our major partners Demstar is today the only HP Authorised Service Delivery Partner in Cyprus providing warranty fulfilment and support services to the complete range of HP Products ranging from printers and notebooks to enterprise blade systems and storage products. Our support services are highly automated with a sophisticated log monitoring system and Call Center application so that customers can have up to date information on their support calls.
Our services
CustomerCare Call Center is the heart of our IT operations in Demstar. Built on Microsoft’s CRM, our CustomerCare Center is an innovative tool of our IT operations, integrating and automating our service management and support function. It offers a single point of contact for any customer support request, that can be raised either through telephone or via email. Customer support request is registered and our customer receives the call’s ticket number that is automatically created from our CRM. Customer support is a major driver of customer experience, and Demstar invested in building a support management platform aims to provide the best possible customer experience to our customers and partners.
CustomerCare CRM integrates support calls with customer’s inventory, customer SLA characteristics (like level of support entitlement, response and repair times, extend of coverage), knowledge base with a history of all customer calls, extensive reporting for any incident recorded, and many more CRM is designed to track the Call from the initial intake of an incident, tracking the details throughout the remediation process, and through final resolution. Calls are tracked in an organized manner from when the issue was first reported to a resolution of the issue.
Every enterprise tries to create an unforgettable digital experience for their customers. In this effort, company’s users show an exponential attention, dependence and engagement with the internal IT systems and data availability. Demstar Business Solution introduced the Digital Readiness Assessment Plan, in our effort to help Organizations to ensure an uninterrupted Systems and Data availability for their employees and customers.
Digital Readiness Assessment Plan is a comprehensive set of Network monitoring tools, IT infrastructure and Network Security procedures through which we perform a 360 assessment for your IT operations, and deliver to your Organization an analytical report with valuable observations and instructions for the improvement of your operations and enhancement of your network security and data protection.
Demstar offers infrastructure outsourcing services that help our clients to reduce costs and gain efficiency, flexibility, scalability, greater productivity. Through outsourcing IT services to Demstar, our customers have the opportunity to focus on core products and functions of their business, and let Demstar to build IT capabilities that are more scalable, agile, reliable and responsive to their business needs. Through the offering of our outsourcing services, we strive to offer the highest level of service at all times. All IT Outsourcing contracts are governed by a Service Level Agreement (SLA) which guarantees the levels of service our customers expect in terms of system uptime and application delivery.
Our goal is to ensure our IT outsourcing services appropriately integrate into our customer’s business strategy, as it stands today and as it evolves over time. Outsourcing model enables us to tailor our services, delivery approach, and resource plans to fully match our customer’s particular industry, organization, and business strategy. In short, we power our customer’s business.
Infrastructure solutions and Security are our core business, and we have skilled staff in-house, on hand 24 / 7, to manage our customer’s network. However, effective network management requires more than just people and we have also invested in a monitoring platform with capabilities to manage your hardware and network operations. Flexible and reliable IT monitoring and system management for mission-critical systems is necessary in order to mitigate risk and keep your business operating smoothly.
Our Network Management & Monitoring Services is a suite of integrated service modules which can be deployed to proactively monitor our customer’s network availability and performance to optimise the quality of service. As an out-tasking service it allows our customers to effectively manage costs without sacrificing control. By detecting a typical behaviour, this pro-active solution can identify issues before they become serious problems to prevent network failure, optimising performance and maximising user productivity. Our managed services are ideal for customers who need a robust and reliable system to manage their network, but also want to make the most of their resource and budgets.
Our Network monitoring services pro-actively monitors our customer’s network on a 24×7 basis. When any network issues are detected, our dedicated team of experienced and fully qualified network engineers will be instantly notified. Via our secure VPN connections, will access customer’s network, diagnose and resolve service affecting conditio
At Demstar, we are providing tailored support services, according to the support needs of our customers, the criticality of the environments, the response time required, and many other parameters. Support services can be provided during normal working hours, extended hours, and overnight /weekends. Through the SLA agreements with our customers, we are engaged for the delivery of the committed service levels, and we are also committed to honouring our obligations, providing an unparalleled support level that meets and even exceeds our customer’s expectations.
SLA’s offering to our customers unlimited access to our CustomerCare Call Center, a team of highly experienced engineers standing by, ready to quickly address any customer request. Our customers can free up their IT staff to focus on critical business projects, and let our team do what we do best, keep customer’s infrastructure running smoothly and optimally. The expertise of our engineers offer to our customers peace of mind, letting them rest assured that our engineers can diagnose and resolve any problem quickly and efficiently. Through the assigned Technical Account Manager for each contract customer, a dedicated engineer that takes care of any chance or incident related with customer’s network, we are offering to our customers proactive support and monitoring, and consultancy services for continuous improvement.