MICRO ADVISORY recognizes that proper vendor support both in hardware, as well as in software is the key to the success of any installation. The support issue becomes predominant when it involves automation of the Data Center. While automation relocates manpower, it reliability and availability become the critical factors that decide the smooth functioning of the Data Center.

We have substantial in-house experience in turnkey project management to install and maintain the equipment in the Open Systems environment. Apart from routine installation, hardware/software support and maintenance, and has the expertise in advising users on the multi-dimensional applications of the equipment.

To further enhance business partner's confidence, MICRO ADVISORY is fully supported by our principals (STORAGETEK, IMATION, VERITAS and emag ) in regards to technical issue both hardware and software with well structured escalation path.

  Engineering Support (Hardware)
We have a well-structured maintenance department, which follows a tight escalation procedure. We currently have a total of one (1) Technical Manager, two (2) Sales Engineers and five (5) System Engineers, ten (10) Hardware Engineers, and one (1) Software Specialist for technical support dedicated to customers support functions only.

The experience of our core group is largely responsible for the successful maintenance of Automated Backup system equipment in Malaysia.

  Engineering Support (Software)
Our engineers have at least 4 years of experience in various platforms to provide software support and assist in installing the Automated backup System equipment. This support also includes a high level of systems engineering expertise specializing in input/output subsystems performance and configurations. On top of that our engineers are properly and professionally certified and trained in US by our principal.

Our system engineers will be at your disposal in the maximizing of performance of the tendered systems.

Our systems engineers shall assist customer in installation/ parameterization of host software component in your environment. They shall also help in trouble shooting, and getting software fixes and updates on an ongoing basis.

  Maintenance and Support Plan
Either one of our principals support department is to provide services for installation, preventive maintenance and repair of equipment, with a goal of adhering to the highest quality and performance standards. To perform these duties, Engineers use a combination of proprietary software, plus knowledge of host hardware, host systems software and hardware.

  Call Reporting
The customers will report all Hardware and system Software problems directly to MICRO ADVISORY (M) Sdn Bhd (03-2015133/6233). The Customer Service line Coordinator will in turn assign the call to the relevant Engineer and acknowledge the service request, then reporting the problem to the relevant engineers, customers should provide full details of the problem including the serial numbers, fault codes if any and location if requested.

During normal working hours:
The Customer Service Coordinators will identify appropriate engineer and page them to respond to the customer.  If Engineer-A is not available or has yet to respond within the next 15 to 30 minutes, Engineer-B is recalled to respond to the customer.

If the problems needs to be attended by our principals Support Center engineers or, then the principals will assign an engineer to respond to the customer either telephonically or in person, depending on the nature of the problem. The Coordinator & Engineer will monitor calls till the problem is resolved to customer's satisfaction.