Service and Technical Support
Service
Company “NVBS” offers a wide range of solutions for maintaining your organization’s infrastructure, including IT services and technical support.
Key elements of service maintenance:
- Continuous infrastructure support (servers, networks, workstations, etc.);
- Equipment maintenance and configuration, including upgrades and troubleshooting;
- Consulting and design: assessment of the current state of IT infrastructure and development of improvement recommendations;
- Design and implementation of solutions that meet security, scalability, and performance requirements;
- Assistance in transitioning to new technologies, including cloud solutions and automation;
- Training and workshops: conducting training programs for client employees on working with new systems and technologies;
- Project management: development and implementation of IT projects for deploying new technologies and solutions, considering deadlines, budgets, and risks, with task execution oversight.
Technical Support
Technical support is a set of services aimed at ensuring the stable and uninterrupted operation of your IT infrastructure.
Our team of experts provides prompt assistance in resolving any technical issues, minimizing downtime and risks associated with equipment failures.
Levels of technical support: Basic and Extended
Basic Level of Support
For clients requiring standard maintenance within warranty obligations. This level includes:
- Warranty case support. Free troubleshooting for issues covered by warranty terms;
- 24/7 call registration. Request submission 24/7 via phone or email;
- Response by the next business day. Request processing begins no later than the next business day after submission;
- Repair work during business hours. All operations are performed from 9:00 to 18:00 on weekdays;
- Engineer dispatch within 2 days. A specialist arrives on-site for diagnostics or repairs within 48 hours after coordination;
- Spare parts repair within 14 days. Restoration of spare parts and components takes up to two weeks.
The basic level guarantees compliance with obligations but focuses on standard timelines and conditions.
Extended Level of Support
For projects where minimizing downtime and a personalized approach are critical, JSC “NVBS” offers extended support. This level includes all services from the basic package, as well as additional options providing urgent and tailored support.
Our Advantages
24/7 Availability
- 24/7 technical support: prompt assistance at any time of day or night.
- Service Desk: a single point of contact for all your requests.
Full Range of Services
- Capability for CIW and commissioning.
- Technical laboratory: our own lab for equipment diagnostics and repairs.
Quality Assurance
- Quality management system (ISO 9001:2015): strict quality control at all stages of service delivery.
- Individual SLAs: guaranteed service levels and clear problem resolution timelines.
Personnel Cost Optimization
- Outsourcing technical support is more cost-effective than maintaining an in-house team of specialists.
Professional Expertise
- Expertise and certified specialists: highly qualified engineers with deep knowledge of various technologies.
- Federal service experience: successful experience in servicing clients across Russia.
Proactive Approach
- Monitoring system: continuous tracking of your infrastructure’s condition to prevent failures.
Economic Efficiency
- Spare parts warehouse: our own warehouse for quick equipment repairs.
What does the client get?
Uninterrupted IT infrastructure operation:
we resolve malfunctions, conduct preventive maintenance, update software, and prevent failures—all to ensure stable and reliable operation of your systems.
Prompt incident response:
24/7 support and quick resolution of any requests, with guaranteed problem-solving times (SLA).
Access to high-level expertise:
a team of certified specialists with deep experience in solving complex technical tasks on equipment from various vendors.
Resource savings:
reduced costs for maintaining in-house IT staff, purchasing and storing spare parts, and losses from equipment downtime.
Transparent and controlled service process:
tracking request statuses, regular reporting, and a single point of contact (Service Desk).
Confidence in data security:
we ensure the protection of your IT infrastructure and data from failures and cyber threats.
Full range of services across Russia:
from remote support to on-site specialist visits and construction and installation works (CIW).
By choosing NVBS, you get a reliable partner that guarantees stable and efficient operation of your infrastructure.
Realized projects
Large Marketplace Server Deployment with OSR OPENYARD
Provision of a universal solution for government and commercial sectors
Endpoint Antivirus Protection for a Telecom Company
SIEM and Sandbox integration for unknown file analysis, improving cybersecurity
Precision Air Conditioners for a Telecom Operator
Design, manufacturing, supply, commissioning, and deployment at client sites
Retail IT Equipment Maintenance
Support for administrative offices and retail stores of "Megafon Retail"
Unified IT Support for Top-3 Telecom Retail Stores
Technical support for 30,000+ employees and 3,400 retail locations of PJSC "VimpelCom"
Core Network Modernization for a Top-3 Telecom Provider in Russia
Client infrastructure assessment, equipment supply, HLD & LLD development
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