ICD Security Solutions provides comprehensive system maintenance services to ensure that your systems are running smoothly and that any issue is dealt with in the shortest possible time, minimizing your system downtime. We take a proactive approach to maintenance, offering routine preventative maintenance checks to identify and solve potential issues before they become critical.
Each customer service case is dealt with following strict procedures and criteria with comprehensive, standardized documentation and reports provided throughout. This not only keeps you informed but also provides us with critical data logged centrally to help us identify patterns with system issues over time.
Our ICD Service Operations Center (iSOC) in Shanghai is our centralized location for dealing with service cases.
24/7 Customer Service Hotline
ICD Service Operations Center (iSOC) with 24/7 phone, email and Skype support providing immediate assistance
Extensive network of offices, workstations and LSPs able to provide service within guaranteed response times
Our centralized ERP system, Netsuite, enables ICD and clients to keep track of service cases and follow up efficiently
Trained engineers, standardized processes and quality approved LSPs to ensure consistent service delivery
Reports & Data
Regular reports and data analysis to help clients identify reoccurring or persistent system issues
Spare parts inventory in regional offices to ensure clients experience minimum system downtime
Our maintenance services can be upgraded with ServicePlus for continuous monitoring of your systems status and events, managed by trained professionals from ICD’s Service Operations Center (iSOC). The service is empowered by Microsoft Azure with a cloud-based architecture, advanced data analysis capabilities and high-level data encryption.
ServicePlus can detect issues that are typically missed or undetectable through traditional maintenance methods. Notifications of unusual system status or suspicious activity are automatically sent to the ICD Service Operations Center (iSOC) in Shanghai where dedicated professionals verify the case and act accordingly.
This proactive approach ensures that problems are found and dealt with early before wider damage is caused. Moreover, where possible, remote support is provided for faster, more efficient results.
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