Hi2 Support

For SME of less than 50 users, Canopy Engineers (CE) will deliver a “Hi2 support” to users according to the scripts and processes provided by Canopy Technology.

1. Hardware/software Break Fix Process :
   

1. Hardware B/F call will be triggered by Customer canopy office CE. CE will determine whether onsite is required.

2. Upon hardware failure recognized, CE will contact head office for parts availability or contact OEM vendors accordingly.

3. CE will then configure the spare equipment for use.

4. Hardware recommendations will be given by CE for users to seek approval.

5. All hardware B/F will be documented.

2. IMACD Process :

All IMACD calls will be triggered by Customer canopy office CE

1. Installation – Setting up and configurations of IT Equipments.

2. Move – Movement of IT Equipments.

3. Add – Additional of new IT Equipments.

4. Change – Changes of IT Equipments allocation.

5. Delete – Disposal or De-installation of IT Equipments.

3. Inventory Process :

All Inventory Updates will be scheduled by Canopy Office accordingly.

1. CE will update the inventory.

2. For defective equipments that are returned to the stockroom, CE will determine if the unit is in warranty. If it is, the unit is returned to the OEM for repair and return.

3. If the unit is out of warranty, the unit will be marked defective and placed with other equipment which is destined for disposal.

4. Canopy will manage the return of outstanding defective units back to the stockroom and follow up with users that are delinquent.

5. For good units being returned from a leaver situation, the CE will test the unit to verify it is good and place the unit and any accessories back on the stockroom shelf as being available/spare.

6. Stockroom activities that is being performed will be documented.