Maintenance, Support and Operatorship
Maintenance, Support and Operatorship

In order to provide our customers to focus on their jobs, we actualize IT infrastructure support and operation of our customers. By providing service with the approach of taking necessary measures before a fault occurs, we provide faut preventive maintenance services, required arrangement and update services for network hardware and software periodically.



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Maintenance and Support Services In the most comprehensive sense, Maintenance and Support Services are installation, maintenance, repair and support services provided for systems, devices, softwares in a defined IT infrastructure. It includes installation of the components in the inventory of related device, keeping them in operating state within the framework of an agreed maintenance agreement, their repair and periodical/protective maintenance.  These services are provided in line with Biltam's sense of quality and service in the direction of the needs and suggestions of our customers with our professional staff who have completed their all trainings. These services generally consists of the topics below; Network Equipments Maintenance and Support PC, Server and Peripherals Maintenance and Support IT Security Products and Systems Maintenance and Support Software Maintenance and Support
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Help-Desk Services Help-Desk service is provided by our professional team as Biltam in order to help to companies that sell Information Technology products in possible technical problems that may arise during the installation of the devices they have sold to their customers and in device installation operations. Within the framework of mutual agreements, Help-Desk service is provided with calls to the designated number and a special CRM Software used for call management. At the request of our customer, all required reports are submitted to him/her in the given period. These reports include by whom the customer was called, in which subjects the help is requested and day/hour information of the calls. Help Desk service, which is a part of CRM (Customer Relationship Management) application helps our customers in reducing the costs by eliminating infrastructure, group set up and labor costs, in managing customer portfolio more easily and effectively.  
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On Site Guarantee Services On-site Guarantee Services are maintenance, repair and support services provided to devices, systems, softwares whose project and installation are carried out and which are under guarantee. It includes the installation of the components in the inventory of the related device, keeping them running within the framework of an on-site (expanded) agreed guarantee agreement, their repair and periodical/protective maintenance and providing repair and device replacement in coordination with manufacturer company of faulty devices under guarantee. These services are provided in line with Biltam's sense of quality and service in the direction of the needs and suggestions of our customers with our professional staff who have completed their all trainings. These services generally consists of the topics below; On-site Guarantee for Network Equipment On-site Guarantee for PC, Server and Peripherals On-site Guarantee for IT Security Products and Systems On-site Guarantee for Software
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Technical Support Based on Phone Calls Phone Support Service It's the first step of Technical Support Based on Phone Calls Service. Service requests are handled on phone by our Help Desk Unit. Subject is examined technically by our technical team and solutions to problems are shared with our customers. When the issue is solved, the call is ended. If the issue is not resolved on the phone, our customers are directed to other support services of ours. Technical Support Service The most appropriate solution for the faults that can't be solved on the phone, hardware faults, upgrades or software interventions that are preferred by our customers to be carried out by specialist staff, configurational operations is technical service.  Some services included in this group are as follows; Repair of hardware faults, Hardware additions, hardware upgrades, Installation and configuration of software, configuration work Periodical Maintenance operations Installation operations
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Managed Networks / Remote Monitoring and Operation Services Management of network and security systems which are becoming increasingly critical for our customers requires proactive approaches. These critical systems that provide all business data of our customers should be continuously and centrally monitored and necessary actions should be taken as soon as possible. However, installation of required infrastructures for central management and the employment of related staff can create high costs for our customers. Thanks to Network and Security Monitoring Center / (Network System and Security Management Center) included in Biltam, we can actualize 7/24 remote monitoring and operation of systems related to our customers with lower costs. With this service, we can respond immediately to every need of the network by managing our customers' network effectively whether or not they have Information Technology Department and ensure business flow to continue without interruption. Standard works of this service are as follows; Firstly, customer-specific 7x24 active Network Operation Center is established. This center created by our team consisting of support engineers and technicians who are expert and experienced at network systems manages the system for 7 days and 24 hours Network is managed by being monitored by the center continuously. Controlling the status of the devices which make up the network simultaneously, statistical information collected from the devices are reported within certain time intervals. Problems that occur on the network are detected priorly and overcome in a short time. Thus, workflow continues without interruption. By carrying out performans measurement of the network, system is ensured to run with the required performance. Software updates are carried out on time from a single center. Network Services General Overview: Managed Services 24x7 Help desk & Operational Infrastructure Policy management and support Installations, transport and replacement   Business Continuity Firewall, anti-virus and network security Optional resources All main vendors and full-acredited consultants
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Outsourcing Services It is a service designed to meet our customers' temporary or permanent needs. This service may be in the form of hiring our staff with various levels or meeting all kinds of hardware needs. Purposes of our customers in outsourcing are generally as follows: Being able to provide higher quality information system service, Increasing their success by concentrating on their own fields because they get this service from outside If we are to group the advantages of outsourcing for our customers; Reducing costs Improving the service quality Risk delegation Improving productivity Providing our customers an OPEX (operation expenditure) weighted structure instead of CAPEX (capital expenditure) Providing our customers with access to the resources of Biltam
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Cisco Smart Care Co-branded Managed Services Thanks to Cisco Smart Care services, we monitor your critical network devices with Cisco engineers 7/24, we can offer solutions to you before the problems give you headache. Moreover, we can do this more cost effectively and with more additional advantages than other maintenance agreements and all other Cisco service packages. Unlike the other Cisco services such as SmartNet and Shared Support, Smart Care continuously listens to and observes your network infrastructure for you. It allows you to do software updates automatically, provides uninterrupted communication because it is aware of that there is a possibility of a problem occurrence before it reflects to you.
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