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NDS is continuously endeavoring to achieve par excellence standards of after sales service and maintenance with fully equipped computer-engineering laboratories. These Labs are staffed by qualified hardware / software engineers and technicians in our office at Karachi. All installations are backed-up with full warranty and subsequently by a comprehensive maintenance plan. We cater for repairs and maintenance of all kinds of PCs, Networks and Peripherals
Maintenance, Support and Services
Support our "Nationwide Customer Base" by providing personalized service (including parts, repairs, training and technical support) in a manner that would yield the following results:
| a : |
Enhance customers' productivity through comprehensive product knowledge and user training. |
| b : |
Maintain highest level of Uptime. |
| c : |
Provide quickest possible response time to the customers. |
| d : |
Provide low cost of maintenance to the customers. |
| e : |
Enhance product life by offering preventive maintenance and extended warranty plans to the customers. |
| f : |
A high degree of customer satisfaction. |
NDS TECHNOLOGIES (PVT) LTD in coordination with its principals performs all necessary hardware and software maintenance services for computer systems during the warranty period and subsequently under annual maintenance contract. The maintenance services include the following three categories:
| (a) |
PREVENTIVE MAINTENANCE:
Preventive maintenance is performed periodically which includes all cleaning, lubrication, inspection, testing, alignment and replacement of parts necessary to minimize equipment failure and extend its useful life. |
| (b) |
UPDATES:
All hardware engineering fixes and updates supplied by the manufacturers of the quoted equipment are installed with approval from the customer. Similarly, all software updates are implemented by NDS TECHNOLOGIES. |
| (c) |
CORRECTIVE MAINTENANCE:
Corrective maintenance is performed promptly and efficiently when requested, and includes all actions taken to diagnose and rectify the equipment malfunction. |
UP TIME LEVEL:
NDS TECHNOLOGIES (PVT) LTD in conjunction with its principals guarantees a 90% "Up" time of the essential equipment. "Up" time is that period of time during which the essential equipment of the computer system is fully operational and is calculated on a maximum of 8 hours per day, 6 days per week and 52 weeks per year basis. Extended up time may be committed if the customer agrees to meet necessary conditions. Essential equipment includes Central Processing Unit (CPU) and its associated power supply, main memory, controller/s, disk sub-system/s, magnetic tape sub-system/s, system printer/s and system master console.
BACK UP:
NDS maintains backups of similar performance for critical equipment. Backups are installed until the time the original equipment can be rectified and re-installed.
BENCHMARK TESTING:
If requested, Benchmark testing is provided to customers before delivery.
SERVICE CAPABILITIES:
NDS, over the years of experience, has developed one of the most efficient support systems in the industry in Pakistan.
Presently it maintains fully equipped hardware engineering laboratories and trained hardware and software personnel who are providing maintenance support for various types of computer systems. NDS offices are staffed with hardware field engineers and Systems and Application Software personnel who have had extensive training and experience on the products marketed by NDS. NDS is presently maintaining thousands of computers installed throughout Pakistan.
Direct technical support is also available on the telephone during working hours on working days.
For outstation clients, necessary training is provided to handle minor accidental breakdowns. A list of basic tool kit and critical parts is suggested to be maintained.
LEVELS OF CUSTOMER SUPPORT:
| LEVEL I |
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On Call / field support, which includes service, trouble shooting and repairs / replacements after the fault are diagnosed. Charges will be on Call basis. |
| LEVEL II |
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Preventive Maintenance Support, which includes diagnosis of machines before a problem arrives. This includes schedule visit to customer premises and health checking of critical machines. |
| LEVEL III |
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Head Office level support, which includes reinforcement of engineers for the branches, components level repairs and stocking of parts at our main store. Our Office also carries out coordination to maintain our main supply line, technical and engineering services, consultancy services, product support and also liaison with the Principals. |
| LEVEL IV |
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Principal level support, which includes training of our engineers, technical information and update materials and repair or replacement of parts which may need to be done by them. |
We lay special emphasises on training and educating the users. For this purpose, various training courses and other educational activities such as our free News Letters, Service, Workshops, Seminars and User group are organized.
SERVICE RESPONSE TIME:
Distance of Installation Site
from NDS Offices |
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Response time (in working hours) |
| - Less than 30 Kilometers |
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Within 4 working hours. |
- Greater than 30 Km but less than 100 Km |
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Within 8 working hours. |
| - Greater than 100 Km |
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Service is available on mutually agreed terms. |
MAINTENANCE AND WARRANTY PROGRAMS:
NDS offers preventive maintenance and third party maintenance programs.
Maintenance Services PROGRAM:
Following Maintenance Services are offered to our customers to protect their investment. Annual Maintenance contract is offered to the customer for equipments which are out of warranty. The clauses for that Maintenance services can be,
With Parts: Labors and Parts Free of charge.
With Out Parts: Labors free and Parts are charged. |
