Technical support and IT outsourcing
8 (800) 100-00-23
www.softlinegroup.com
info@softline.ru | info@softlinegroup.com
support.softline.ru
it@softline.ru
(495) 232-0023
8-800-100-00-23
FY 2013: Company facts and figures
Technical support. Outsourcing. Outstaffing.
8000+
clients
continuously
supported
200+
Supported
vendors
Centralized technical support
service available in online mode in
all regions of Russia
Full coverage of all time layers,
24x7 work.
400+
Certified
engineers
Maintenance of all customer
infrastructure.
Solving various cross-vendor
integration problems.
support.softline.ru | itsupport@softline.ru | +7(495) 232-0023
Softline – a single entry point for solving all IT tasks
Softline is a single entry point for solving all IT tasks: from software licensing to
implementation of comprehensive end-to-end IT solutions, from IT specialist training to
technical maintenance of customer IT infrastructure.
Comprehensive approach to providing IT services.
Considerable experience in implementation IT projects of various degree of complexity for
companies of various sizes and market sectors, including governmental institutions,
production and industrial enterprises, financial, oil and gas companies, FMCG,
telecommunication companies and academic organizations.
The largest staff of certified technical specialists in hardware and software solutions of more
than 200 vendors in Russia.
Business principles
Company experience and reputation
Territorial presence
High-qualified specialists
Technical proficiency
Comprehensive approach to services
Unified standardized service level
Technical support
 Providing consulting and
technological services related to
maintenance of existing
functionality of software,
hardware, appliances and IT
systems.
Single technical support service in online mode
all over Russia
Support via the Internet (HelpDesk,
servicedesk.softlinegroup.com)
By phone: +7 (495) 232-52-14
(round-the-clock, entire Russia)
By e-mail: itsupport2@softline.ru
Full coverage of all time layers.
24x7 working mode.
Axios Assyst implemented system
Representative offices in the cities of Russia, former USSR
countries and overseas
ASIA
RUSSIA AND
THE CIS
Russia
Armenia
Azerbaijan
Belarus
Georgia
Kyrgyzstan
Mongolia
Tajikistan
Turkmenistan
Ukraine
Uzbekistan
Kazakhstan
Moldova
AMERICAS
Argentina
Chile
Costa Rica
Colombia
Peru
Venezuela
Brazil
Mexico
Dominican Republic
Ecuador
Panama
Puerto Rico
Canada
USA
Cambodia
India
Vietnam
Malaysia
Indonesia
Philippines
Thailand
Australia
China
EMEA
Turkey
Romania
Spain
South Africa
Gulf States
Angola
Mozambique
Nigeria
Softline is always at
hand and speaks your
native language in 79
cities of 27 countries
worldwide.
Unified regional business policy
Single entry point
Partners are working in our systems
Standardized SLA
Personal partner relationship managers
Work summary for every quarter
Monthly reporting
Dedicated service manager
Hardware and software database (CMDB)
Multi-vendor technical support
... and many other vendors
Service level
Conditions
Software
Hardware
Support time
9*5, 24*7
9*5, 24*7
Response time
0.5 hour, 1 hour, 2 hours, the
following working day
0.5 hour, 1 hour, 2 hours, the following
working day
On-site engineer
2 hours, 4 hours, 6 hours, 8
hours …
3 hours, 4 hours, 6 hours, 8 hours …
Fixed recovery time
--------
4 hours, 6 hours, 12 hours, 24 hours…
Personalized support group
Yes
Yes
Replacement of components,
delivery of equipment for
temporary replacement
--------
Yes
Technical support benefits
Reduction of technical support and maintenance costs in
comparison with vendor support.
Working hours of software developers are also included into
Softline support.
Flexibility, dynamic development, client-oriented approach,
delivery of personalized services and solutions.
Single entry point for solving tasks related not only to
particular software, but to infrastructure as a whole.
Engagement of vendor engineers and experts: Citrix,
Symantec, VMware, Cisco, Check Point, Red Hat Linux, IBM,
Hewlett-Packard, Novell et al.
IT outsourcing

IT outsourcing is transfer of
information system maintenance to
specialized organizations.
Types of IT outsourcing
Functional outsourcing – transfer of a part of IT department
functions for maintenance to a service company.
System service outsourcing – maintenance of customer
system services.
Comprehensive outsourcing – management and
maintenance of operating systems, productivity applications,
support of computer equipment and other tasks related to
Information Technologies.
Resource outsourcing – transfer of a part of IT department
out of the staff (outstaffing). Service company can undertake
calculation and payment of salary, tax management, human
capital management, as well as personnel performance
management and monitoring.
Outsourcing and outstaffing
Client
Outsourcing
Task
Solution
Client
Outstaffing
Task
Solution
Benefits of IT outsourcing
Reduction of IT maintenance costs
Growth of IT system productivity and stability
Quality control over provided services
Downtime minimization, business continuity
Single entry point for solution of all tasks
Quick response to corporate business strategy
changes
Softline clients include
We are trusted
We focus on long-term relationships
We are recommended
support.softline.ru
НАМ ДОВЕРЯЮТ
it@softline.ru
С НАМИ СОТРУДНИЧАЮТ
НА ДОЛГОСРОЧНОЙ
ОСНОВЕ
(495)
232-0023
НАС РЕКОМЕНДУЮТ
8-800-100-00-23