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Services

Business Continuity Services

  • Hitachi Sunway has helped organizations and customers minimize the effect of downtime with their business continuity services. As our ICT requirements and infrastructure evolved, we recognized the importance of data as a critical component to our customer's business, we utilize advanced Data Center Continuity Services to protect and recover our customer's data. With our services, customers would be rest assured that their business information will be not be lost in the event of an unexpected IT outage.

    We understand that this is an on-going process of identifying risks elements that our customer's are susceptible to and how our tools can handle or mitigate them. Our strength lies in our focus on quality and account management. All systems are tested, reviewed and monitored by our trained technical support team.

    Our Services Portfolio Includes:

Consultancy Services

Data Center Consultancy

Data Center Services

  • Hitachi Sunway owns and operates Data Centers, which are telco neutral in Malaysia. Some of these award winning Data Centers are located in the heart of capital of Malaysia, Kuala Lumpur and Malaysia's silicon valley, Cyberjaya. We also have our presence in colocation facilities across the Asian region, through our partnership with established service providers. Our low latency network infrastructure consists of multiple global Tier 1 upstream providers. We are also members of the Malaysian Internet Exchange (MyIX) consortium where we have direct peering with local telcos such as TM, TIME, Maxis, Digi, Celcom and many more. Our network is built with the best connectivity and gateways across Asia with low latency, overcoming issues in China, Asia Pacific and Middle East with seamless connectivity. 

    We offer our customers an environment that is telco neutral with fast, secured and reliable options from our range of local, national and international carriers. We strive to provide an agnostic network and service where our customers can benefit from a range of choices, control and resilience that is affordable and high quality.

    Our Data Center operations are certified in ISO 20000, ISO 27001 and ISO 50001 to provide our customers a superior quality in IT Service Management. Our services framework is designed with our customers in mind and we continuously engage with our customers for service improvement and best practices.

    Our Strength 
    • ISO 20000, ISO 27001 and ISO 50001 certified operations
    • Tier III and Tier IV ready Data Center facility
    • 99.99% SLA on Power Uptime, Temperature, Humidity, Network Services, Managed Services
    • Incorporates green design in our Data Center
    • Real time monitoring on power usage on each circuit/rack
    • Efficient energy management with average PUE of 1.5
    • Modular design for future expansion on cooling and power
    • Carrier neutral Data Center with multiple meet-me-rooms for satellite, telco providers, ISPs and content provider
    • 24 x 7 NOC in all our Data Centers for fast response time
    • Multiple levels of security access control with 24 x 7 CCTV

    Our Data Center Services Include:

IT Infrastructure Management

IT Outsourcing & Managed Services

  • Hitachi Sunway Managed Services operation has obtained certification in both ISO 200001 and ISO 27001. With these certifications, our processes framework has been redesigned to be more customers oriented, in tune to customer's needs and our responses are framed to meet those needs. We run a 24 x 7 Network Operations Center and our Managed Services professional are ITIL certified. Our flexible arrangement of hosting all our customer's ICT needs in our facilities or at our customer's facilities, allows us to provide highly professional services to our customers.

    By subscribing to our Managed Services, customers will notice an increase in their server productivity while the total cost of Data Center ownership will be reduced. Our Managed Services helps our customer optimize backup, storage, server virtualization and security environment by focusing on managing costs, reducing risks and improving service levels.

    Our Strength
    • Provide secured and reliable 24 x 7 support services which follow ISO 20000 & ISO 27001 and ITIL Best Practices. This includes end-to- end process management of incident, problem, change, capacity, release and availability management
    • Minimize risk and improves operational efficiencies of infrastructure operations
    • Reduce staff and training costs by eliminating the need to recruit, hire and train IT staff
    • Improve service levels through standard processes and instant operational assistance
    • Online access to real time status and performance of managed devices and application
    • Monthly performance review by service delivery team
    • Monthly report on asset management, problem analysis, trending, performance and SLA

    Our Portfolio Includes:

Network Services

  • Hitachi Sunway understands the importance of a well-connected network that connects our customer to the world. Our connectivity network provides the critical link for our customer's IT strategy and processes. With our low latency network across Asia Pacific, its speed and reliability is the utmost important and uncompromising quality of service. Our network services are reliable, secure and offer 99.98% network uptime availability to ensure we meet customer's needs, from the physical cabling to bandwidth provisioning. We had its network to span across popular location within Malaysia and APMEA Region.

    With our advanced network capabilities, we optimized customer's access to mission critical data and systems with the services below:

Professional Services

Project Management

  • Our trained, certified and experienced project managers help clients project coordination, communication with various parties and manage project to ensure assure your projects are completed on schedule and within budget, avoiding costly overruns saving you both time and money.

    Our Project Management Portfolio Includes:

Service Desk

  • Hitachi Sunway Service Desk offering has been supporting TOP 100 Malaysian companies, MNCs from various industries. Our service desk services are available 24 x 7 x 365 with superior knowledge on ICT infrastructure support, manned by experienced ITIL certified consultants. We aim to achieve the highest level of customer experience with our service desk that covers ISO 20000 & ISO 27001 certified processes and ITIL best practices. We are able to enhance the customer experience with our continuous improvement to achieve the higher levels of IT service management performance.

    Our Strengths:
    • ISO 20000 & ISO 27001 certified and compliance to ITIL Best Practices
    • Single Point of Contact (SPOC) Support
    • Deploys IBM Tivoli Service Request Manager (TSRM), an industry leading management tools to streamline and capture requests promptly.
    • Service Level Agreements (SLAs) to meet customer's requirements
    • Level 1 Support includes troubleshooting and diagnosis
    • Level 2 and Level 3 deep technical support for unresolved incident tickets
    • Escalation and manage 3rd party vendor management
    • Incident and Problem Management based on ITIL Best Practices.
    • Practice Change Management on every issue that requires Change of configuration.
    • Risk Management to ensure risk is at the minimal level for every Change executed.
    • Support latest technology from various OS, applications, router, firewall, server and storage
    • Monthly performance review by service delivery team
    • Monthly report on asset management, problem analysis, trending, performance and SLA
    Our Services Portfolio Includes:
    • 1st, 2nd & 3rd Level Support
    • 24X7 Service Desk & helpdesk Facility
    • Dedicated & Shared Service Desk Analysis
    • Incident, Problem, Change, Configuration, Capacity, Availability Management
    • ITIL Process Management
    • ITIL V3 Certified Helpdesk & Personnel
    • Multi-Channel Support Options: - Call, Email or Fax
    • PABX with Customized IVR System

Training

  • Here in Hitachi Sunway, we offer a variety of products training program - available in-house or on-site.