“To provide profitable technical support services that always meet with the most stringent requirements of our customers, whilst at the same time providing an enjoyable, caring and challenging work environment where staff can develop and achieve their own goals”
The Miracle Information Services mission statement.
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Our helpdesk support centre is based at Mountain Ash, South Wales. At our HSC (Helpdesk Support Centre), all calls are recorded and processed as follows:
:: START...
Call received at Miracle Support Desk.
Telephone 01443 477757
FAX 01443 477753
E-mail helpdesk@miracle-information-services.co.uk
Call logged in Miracle QMS Helpdesk System -Auto response triggered (customer specific).
:: FAULT DIAGNOSIS...
Problem resolution including liaison with third party support organisations when require.
Apply solution , update QMS helpdesk call status and await feedback
Close call and record resolution information for inclusion in statistics. Forward closure details to customer (optional)
:: STOP
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| TECHNICAL SERVICES LEVEL DETAILS |
- Standard Cover: 8:30am – 5:00pm (weekdays)Pager/mobile Phone Cover: 24 Hrs (weekdays, Weekends, Public Holidays)
- Fully Manned Helpdesk
- Call response and problem resolution targets
- Performace Metrics
- Fully defined SLA’s
- Fully automated call logging, visibility and resolution systems
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| ORACLE SUPPORT |
Typical elements:
- Backup Audit (set-up)
- Backup Recovery
- Table Management
- Table Resizing
- Performance Monitoring and Optimisatiom
- Desktop Integration
- Statistics Pack and Performance Reporting
- Upgrades
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| UNIX ADMINISTRATION SUPPORT |
Typical elements:
- Disk Space Management
- Process Monitor
- CPU Load
- Network Monitoring
- Disaster Recovery
- Backup Audit
- Statistics Pack and Performance Reporting
- Upgrades
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| TEAM RESONSIBILITIES / CAPABILITIES |
- Oracle DBA Services
- UNIX Administration Services (ScoUNIX, SunOS, Solaris, HP-UX, Digital UNIX, IRIX, AIX, Linux)
- Windows NT/2000 Administration Services
- HP OpenMail Support
- Glovia Application Support
- Advice and Guidance on Hardware Support Contract
- Email configuration and Administration
- Disaster Recovery liaison and envocation testing
- Security Backup/Recovery
- Internet Access Control, Intranet
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| CASE STUDY |
NSK-RHP (Europe) 
- Second largest manufacturer of bearings in the world
- In Europe 8,000 employees and turnover of £450 million
- UK sites supported: Newark, Ferrybridge, Blackburn, Peterlee, Coventry, Stonehouse, Ruddington (EHQ)
- 1,350 users of UNIX/Oracle systems in UK
- European sites supported: Poland, Rotterdam
- UNIX servers supported:7 x HP-UX (K100x2, K220x1, D330x2, D380x2)
2xDEC (DEC 800x2) 5 x SCO (Viglen x 5)
- Oracle databases supported: 6 (4xGlovia, 1xMinstral, 1xAnti-Dump)
- Glovia applications: All European sites
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