1. Help on Call Ltd. (HOCL) provides Business Process Outsourcing solutions through a 24x7 helpdesk and IT
infrastructure management. Certified ISO 9001:2000, HOCL offers services of international standards based on ITIL
best practices. At HOCL, We work with each of our clients to design a specific Service Level Agreement (SLA) to meet
their particular outsourcing needs in terms of logistics, competencies and processes. The client is fully involved at each
stage of the project life cycle during which trust and confidence is built.
Helpdesk
Our mission is to be our client's single point of contact to facilitate the restoration of normal operational service with
minimal business impact and within agreed SLA levels.
The Infrastructure
HP and Microsoft for the IT setup, Cisco for networking, and Avaya for telephony.
Voice over IP telecoms network with backup satellite communication
24x7 helpdesk operations
HP Service Center ITIL compliant IT Service Management software Suite
The Advantages
Bilingual, motivated and experienced staff with quality service culture
24x7 Dedicated or mutualised resources for level 1 and 2 support
Network supervision
Web-based incident management
Knowledge Base Management
Customised helpdesk reporting with dashboards and KPIs
Provision of International landline and toll-free numbers
Call forwarding, ACD and Customised IVR
Facilities Management
The Infrastructure
Secured Data centre with multiple access controls
Reliable electrical system backed by failover UPS and building Generator
Leased line on SAFE optical fibre link with 99.5% service availability guaranteed by ISP
ISDN and ADSL internet links available on demand
Cisco routing equipment
HP Quad and Dual processor rack-mountable server equipment with full redundancy
Microsoft Windows 2003 servers
Microsoft Internet Security Accelerator 2006 Firewall
Microsoft Exchange Server 2007 for mail hosting
Nagios Network monitoring
Gigabit Ethernet Network.
The Advantages
Server, database and application hosting with supervision
Business Continuity plans
Proven methodologies applied
Server, rack and network equipment hosting and collocation facilities
Application, mail and web server hosting
Backup facilities and tapes kept Offsite in safe
VPN and remote access facilities
Service monitoring and escalation to the defined support team
Anti-Spam and Anti-Virus
