User Services

LIFE CYCLE MANAGEMENT
HARDWARE PROCUREMENT

Managed Services

Monitoring
24x7 Service Desk
Technology Outsourcing

LIFE CYCLE MANAGEMENT

We understand the technology park as a whole.
We take this approach into account in each of our services, no matter how specialized they may be.

To ensure optimal equipment performance, it is clear to us that we have to be aligned with our customers’ objectives.
We must clarify the size, configuration, use and support of the equipment that the customer wants in each time period.

We start life cycle management with a detailed inventory of the customer’s technological park to know the types of equipment they have and where they are located.

We support the client in the definition of the investment strategy in technology for which we propose an IT investment master plan.
The plan is based on answers to questions related to 3 areas of action: the company, its infrastructure, and the services applied to it.

Scope of the company

  • Size
  • Sector and approximate % of market
  • No. of workers / ICT users
  • Delegations
  • Internal organization: departments and their IT needs
  • Average annual ICT investment, annual ICT budget
  • Criteria and forms of technology acquisition: one-time, scheduled, continuous, purchase, rental, leasing, among other forms of acquisition.
  • Technological renewal and updating policies

IT Infrastructure Scope

  • We describe in detail the equipment and its location
  • We study the usual use made of them.
  • We take into account their age and date of installation.
  • We follow the traceability within the company and the relocations we perform
  • We take care of software and installed versions, as well as migration projects to new versions.
  • We contact the manufacturers and specific product ranges specific for each department.
  • We are on schedule with the planned projects
  • We associate the appropriate technology according to the field of each company (audiovisual, health, scientific, graphic, etc.).

IT Services Scope

  • We provide maintenance and support for equipment equipment
  • We control the level of consumption during the equipment warranty period.
  • We detail the services associated with the equipment
  • We level technical issues
  • We follow the history of claims and implemented measures

At the park management report, we detailed a series of recommendations that, from our position as specialists, we believe should be put into practice in order to guarantee the proper use of the park:

  • We carry out the necessary incorporations (seeking a balance between market technological trends, technological leaps and our clients’ own business needs) and we plan their installation.
  • We propose proposals for technological renovation by equipment and its use
  • We put forward proposals for technology acquisition models.
  • We perform deinstallation and removal of material.
  • We integrate well with other technologies
  • Migrate to higher capacity equipment as needed
  • We use the right peripherals
  • Consolidation of printer and multifunction service
  • We set up servers
  • We offer optimal storage systems for your business.
  • We establish security proposals
  • We offer mobility recommendations

Once the park management report has been presented, we program with the client the actions to be carried out. From the installation and commissioning, relocation, remodeling and change of use, as well as the final uninstallation and removal of the equipment.

In the latter case, Tesalia Networks loans also the appropriate service at the end of the useful life of the equipment, analyzing the outlets it has in the secondary market, and complying with the appropriate exit protocols for each company: scheduled and, if necessary, staggered deinstallation, inventory disposal, temporary storage if required, data cleansing (LOPD compliance), and certified destruction if deemed appropriate in compliance with environmental regulations.

HARDWARE PROCUREMENT

Purchasing management

Our positioning has given us access to very competitive prices.

At Tesalia Redes we offer a multitude of services.
This virtue has led us to streamline a customer-focused purchasing process and we place great importance on the excellent quality of our services.
For these reasons we are proud to state our recognized purchasing service in the sector.

Our key is not just to make the purchase and deliver it as if it were mere merchandise merchandise. Our focus is more on after-sales, as we want to maintain long-term relationships with our customers.
We must not only deliver on time and at the right price, but we also want to go We want to go further, customizing the delivery to the maximum in order to adjust to the specific needs of our customers.

Storage

At Tesalia Redes We have our own warehouse and transport fleet at our headquarters in Barcelona to guarantee an adequate delivery service.
The combination of both services provides us with a level of flexibility that allows us to customize to the maximum the supply requests of our customers.

We store in order to install at the pace set by the customer and to be able to offer offer We are able to provide a good maintenance service, and/or to offer equipment replacements when necessary.
Additionally, we have leased storage space to third parties in order to be able to respond to special projects.

Ad hoc installations and deployments

Our team of field technicians has the experience that makes it possible for large deployments to become customized installations.

From Tesalia Networks we give the same importance to the installation of one or several workstations as to the massive installation of these.

We start our installation process to agree on the planning planningdivided in time and locations, adapting it to the real needs of our clients.
In this way, we adjust to them to the maximum and guarantee an optimal operation for the end user.

We ship the equipment in a staggered manner.
This action is performed according to the needs of the IT department, to perform the installation on site.
This installation must be as customized as necessary, migrating the corresponding data and properly configuring the equipment.

As a multivendor, we coordinate different technologies within the same installation and/or deployment.
The process goes from the fleet management approach, either at the level of workstations such as servers and systems, to the software asset management that is associated with it.

We also coordinate the adaptation of computer equipment with other audiovisual, health, scientific or any other type of equipment.

Our certifications as Microsoft Gold Certified Partner, HP Preferred Gold Partner, Apple Solution Experts, Adobe Partner Gold Enterprise, Citrix Gold Partner, NetApp Partner and Novell Linux Partner, among others, make it possible to develop complex integration environments.

We have carried out significant projects in departments of the Generalitat de Catalunya.
We must highlight the active collaboration that Tesalia Redes has been working with the Department of Education and universities for more than 15 years in the field of IT equipment deployments.
In the same way, we collaborate closely with the Departament de Salut and the Departament de Justícia.

Software procurement

Today, software is an essential part of the work in organizations.
Surprisingly, very little attention is paid to its management after the initial purchase.
This is where software asset management comes in.

Software Asset Management (SAM) is a methodology and a set of processes and tools that provide everything that is needed to manage, control and protect software assets in all phases of their lifecycle, from purchase to de-installation.

The implementation of a SAM solution brings a series of benefits among which we highlight:

  • Identification of the company’s software.
    What and     where is installed
  • Establish licensing documentation requirements, as well as license and usage rights control.
  • To know the status of compliance with the legal and contractual obligations required by the intellectual property owners of the different computer programs and applications in use.
  • Determine software utilization levels
  • Identify versions and upgrade needs
  • Planning technology investments
  • Determine what software and when it will be needed to keep software assets optimized
  • Establish the best licensing solution, those licensing programs that are most efficient for each company.

Service and support

At Tesalia Redes we prioritize after-sales over sales, as it is our goal to maintain long-term relationships with each and every one of our customers.

That is why the maintenance services (corrective and preventive; on-site or remote) as well as the support services for the installed equipment (incident management, management of manufacturer warranties, workshop repairs, temporary equipment replacements…) are constantly audited by a quality committee.

We currently maintain a fleet of equipment in excess of 50,000 workstations, in each of the different modalities that can be operated.

Corrective maintenance can be defined for the entire useful life of the equipment, and as additional actions to the manufacturer’s warranties, or we can negotiate them for renewable periods of 1 or 2 years. Likewise, can be be a purely reactive onsite action after communication of the incident by the customer to our customer service department; or a proactive action of our technical department after remote detection of a particular incident or problem.

Undoubtedly, nowadays themonitoring service is an important complement to the maintenance service as it helps us to increase productivity, reduce maintenance costs, reduce response times and progressively reduce the incident curve.

Preventive maintenance responds to the need to schedule periodic actions to ensure the good condition of the equipment.
This type of maintenance service combines remote control with scheduled on-site actions.

The support service to the installed park is a service that our company our company offers to customers who have not contracted any type of maintenance for their equipment. In this sense, we offer our customer service center to manage technical incidents of this type:

  • We diagnose online the faults produced by the equipment
  • We schedule specific actions of field technicians
  • We manage manufacturer’s warranties
  • We repair on an ad hoc basis in our own workshop or technical services.
  • We carry out reparability reports in case of claims
  • Temporary replacement of equipment (during repair period)

This is the list of services offered from service and support:

Service Management Office

    • Periodic management committees at the different service levels
    • Mixed teams client-Tesalia Redes at the layer of management of the service

IT infrastructure management

    • Inventory maintenance and control
    • Technological renovations, relocation, massive equipment deployment, hardware and software upgrades
    • Networking and cabling
    • Audits for the improvement of the environmental impact of IT infrastructures

Hardware and software maintenance
For all types of devices:

      • High availability servers
      • Communications
      • Storage
      • POS
      • Workstation (desktops and laptops)
      • Printing Devices (corporate, departmental and desktop)

For SLAs of all levels

      • NBD (Next Business Day)
      • 12 × 5, 8 and 4 hours response
      • 24 × 7, 4 hours response
    • Response and repair commitment
    • Multi-manufacturer coverage
    • Warranty management
    • Replacement equipment
    • 20 service centers nationwide
    • Ticketing and service management tools.
      Free remote connection of customers to service data and records for monitoring and analysis.
    • Service Monitoring Committee

Print outsourcing

 

      • Remote device monitoring and counting solutions
      • Consumable management solutions
      • Payment per printed sheet

Structured cabling networks

The network cabling is responsible for transmitting the data of a company, the higher the quality of the materials of our installation, the higher the speed of packet transmission in our company.

Proper installation is key to achieving the best performance from the cabling system. Current cabling systems include fiber optic and twisted pair shielded and unshielded systems.

Within fiber optics, in Tesalia Networks We install multimode or single-mode cables and under OM2, OM3, OS1 and OS2 standards.
Copper cabling can be FTP or UTP. for which there are several categories: Cat 5e, Cat 6, Cat 6A Cat 5e, Cat 6, Cat 6A among the most widespread.

At Tesalia Networks we install communication networks from the main rack to the workstations:

      • We size your network to fit your needs
      • Vertical and horizontal cabling sizing (fiber optic or copper)
      • Power supply for your workstations and even installation of workstations (surface-mounted, floor-standing,pop-up, etc.).
      • Wiring for computer networks, access control, telephony, video cameras, etc.
      • Installation of PoE (Powerover Ethernet) and ethernet power supply, avoiding the need to run power supply cables

Managed services

MONITORING

Our continuous cloud service center is centrally and permanently available (24×7) and offers:

      • Infrastructure monitoring and control
      • Incident resolution (according to ITIL)
      • Change management
      • Remote administration and operation
      • Tunnings of systems and databases
      • Security and storage management

The advantages of continuous cloud services are as follows:

      • Open 24×7
      • Hotline, dedicated e-mail and ticketing tool
      • Advanced monitoring tool (availability, bandwidth, services, applications, web transactions, business monitors, etc.)
      • Central alarm console
      • Non-intrusive system (no agent installation required)
      • No initial investment required (SaaS – Software as a Service – pay-as-you-go format)
      • Accessible via web from anywhere, anytime
      • We establish a private access network to monitor externally in a secure and encrypted way.
      • Teams of technicians organized according to ITIL methodology
      • Highly qualified technicians in all fields

SERVICE DESK 24×7

Our Service Desk allows you to outsource user communication regarding problems or incidents in your IT platform in a transparent way, guaranteeing service quality and maximum user satisfaction.

The main tasks we perform are:

      • Act as a single point of contact for all users regarding the implemented IT platform.
      • Identify and document all requests (incidences, requests, queries,…)
      • Prioritize (determine urgency) and categorize (assess risks) on a case-by-case basis
      • Register the request and initiate its resolution in accordance with the agreed SLAs.
      • Escalate to second level support if necessary.
      • Keep the user informed about the status and progress of his inquiry.
      • Analyze history to reduce and prevent repetitive requests
      • Formal closure of inquiries, including user satisfaction survey
      • Inventory management
      • Special services for VIP users

With the aim of achieving the maximum degree of quality perceived by users, in Tesalia Networks we base the provision of the service through the monitoring of a series of key indicators (KPI), categorized by means of a hierarchical model of user needs and structured in four levels.

The human team that is part of our Service desk is located in the offices of Tesalia Networks and is staffed by technicians specialized in user service and support, as well as in incident resolution.
This service can also be complemented with on-site personnel at the customer’s premises.

To provide the service, in Tesalia Networks we have leading tools in the market in this type of solutions, although we can also adapt to those that the client has.

TECHNOLOGICAL OUTSOURCING

Technology outsourcing outsourcing allows to satisfy IT needs of a temporary or indefinite nature, making it possible to have available qualified personnel qualified personnel.

At Tesalia Redes we offer IT support services in Barcelona and metropolitan area, remote or on site.
Our response time is guaranteed: within 4 hours for servers and within 24 hours for PCs or printers.

These services include:

      • Complete outsourcing service (outsourcing) of the IT department
      • Maintenance by qualified technical personnel
      • All the necessary IT infrastructure to provide the service.
        The client         only must have Internet access (usually ADSL)
      • File server administration
      • Management of internal and external backups
      • Antivirus software management
      • Scheduled installation of applications and program updates

In addition, in a personalized and on-demand way, in the SME support department of Tesalia Networks we offer:

      • Information technology consulting and advisory services
      • Training
      • Supply and installation of hardware and software
      • Assignment of specialized technicians (by hours, days, months…)
      • Integration of market-leading software solutions