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ABOUT KPLUS
STRATEGIC & SOLUTION PARTNER
COMPETENCIES AREA
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AFTER SALES SUPPORT
CLIENT’S & REFERENCES
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CONTENTS
www.kplus.co.in | [email protected] | phone: +91 22 268722447
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ABOUT KPLUS KPlus was founded in 1997 as KPlus Technologies & became Private Limited Co in
Year 2002. Head Office is located in Mumbai. 19 year’s of service excellence. Strong competency in System Integration & Managed IT Solutions. Pan India Delivery & Support. Fastest growing IT Company with the growth rate of 25-35% Y on Y. Gold Partner for HP Inc / Gold Partner for HPE Gold & Preferred Partner for Dell Premier Certified Partner for Cisco ‘Transformative 100’ by ChannelWorld at the Premier 100 annual awards for 2016 ‘Agile 100’ by ChannelWorld at the Premier 100 annual awards for 2015 Intel Gold Technology Partner
3 www.kplus.co.in | [email protected] | phone: +91 22 268722447
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To be a profitable and trusted Systems
Integrator, recognized in every market we act
as the preferred Business and
Technology Partner.
KPLUS MISSION, VISION & MARKET STRATEGY
To become the leading Solution Provider in the Indian market.
Focus on Customer Success ‣ #1 in Solutions & Service delivery in all verticals ‣ Drive geographical expansion ‣ Leader in Managed Services ‣ Best Indian SI to build on Technology and Business Architectures
www.kplus.co.in | [email protected] | phone: +91 22 268722447
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KPLUS USP’sTechnical support centre for back end support at any location pan India.Average response time of four hours.Quick deployment of trained and professional experts anywhere anytime.Customer centric approach and believe in continues improvement to give end benefit to our customers.KPlus has Competency in providing end to end solutions for clients across all verticals. KPlus has tie ups with World's leading Brands, Technology Companies and National & Global Distributors of IT.Experience unmatched levels of service, advice and technical support
KPlus believes that its success lies in a unique concept of offering the widest range of products and services. Its customers get the advantage of its scale and operational efficiency, while KPlus ensures all-important personal attention to build long lasting relationships.
www.kplus.co.in | [email protected] | phone: +91 22 26872244
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COMPETENCIES AREA
www.kplus.co.in | [email protected] | phone: +91 22 268722447
PRODUCTS & SOLUTIONS PORTFOLIO
Notebooks & Desktop
Workstations &
Licenses
Security Products
Printers & Scanners
Server & Storages
Networking Products
Data Center Solutions
Unified Comm
Solutions
Mobility Solutions
Security Solutions
Design & Print
SolutionsNetworking Solutions
SERVICE PORTFOLIOAMC Services
FMS Services
Rental Services
Remote Support
Pan India Onsite Support
Design & Implementation
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SLA MATRIX
www.kplus.co.in | [email protected] | phone: +91 22 268722447
Severity Response Resource Assigned Within Updates Target ResolutionCritical 1 hour 4 hours Every 4 Hours 24 HoursHigh 4 hours Next Business Day Every Business Day 5-7 Business Days*
Medium 24 hours 2 Business Days Every Business Day 7-10 Business Days*Low 48 hours Based on Resource Availability NA Next Update
KPlus will make every effort to achieve the target resolution time, however, the time needed to provide a correction may vary depending on the criticality. Resolution and Target Resolution times are based on India working days (excluding holidays).
Customer will ensure that a resource is assigned to work with KPlus support team to provide information on an ongoing basis, until the issue is resolved.
In the event KPlus response time to an Error is negatively impacted due to Customer’s or a Third-Party’s delayed response to KPlus request for additional information to correct an Error, the response times provided above will be extended by an amount of time proportionate to such delay.
Both parties may agree that due to technical dependencies and other factors, certain Errors classified as Medium and Low may be resolved in the next release rather than in a production patch. Customer acknowledges that KPlus does not and cannot guarantee that all Errors can or will be corrected.
In the event an Error is caused by the OEM and KPlus needs support from OEM (for e.g. Cisco , HP & DELL) then this issue is driven by the timelines and SLAs the OEM commits to.
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ESCALATION MATRIX
www.kplus.co.in | [email protected] | phone: +91 22 268722447
Escalation Level Designation Email Desk Phone # How / When to Escalate
1 L-1 Product Support
022-26872244 – 203 Request update on Defect
2 Key Account Manager [email protected] 022-26872244 - 244 Request update on Defect and/or
escalate if no information is available from L-1 Team.
3 AGM [email protected] 022-26872244 - 240Escalate if No information is
available from L-1 Support/ KAM or if the information received does not meet expectation.
4 Head Support [email protected] 022-26872244 - 230
Final level of escalation when no satisfactory information is
available from other levels of escalation.
NOTE: Please keep your KPlus Account manager in loop on all escalation emails.NOTE: All escalation communication should be initiated on mail, followed by phone call - if required.
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AFTER SALES SUPPORT
www.kplus.co.in | [email protected] | phone: +91 22 268722447
Dedicated Account manager as a SPOC.
Hassle free call logging procedure with ticket ID.
Technical support centre for back end support at any location pan India.
Delivery of the products purchased can be done either directly from KPlus or NationalDistributors.
KPlus would require relevant forms for cost effective delivery process.
One time delivery & installation charges* will not be applicable for Mumbai Location.
KPlus has tie-ups with various National distributors (For Example – Ingram, Redington, Inflow, Compuage, Savex) across India to facilitate Service & Delivery support well in time.
KPlus is a associated with ISODA (Infotech Software Dealer Association) & TDAI (Technology Distribution Association Of India ) to provide timely support at PAN India Level.
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KPLUS GROWTH CHART
11 www.kplus.co.in | [email protected] | phone: +91 22 268722447
In Crores
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SOME OF OUR ESTEEMED CLIENT’S
Servers
www.kplus.co.in | [email protected] | phone: +91 22 268722447
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CONTACT INFORMATIONKPlus Infotech Pvt Limited – 42, Sarvodaya Industrial Estate, Off Mahakali Caves Road, Near Paper Box, Andheri East, Mumbai -400093Phone : +91 22 26872244Fax : -+91 22 26873989Email : [email protected] www.kplus.co.in
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