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Site and Environmental Requirement/Preparation
As part of customer services, it is the duty of AITH
to inspect the proposed site during the planning where
necessary, and provide a site plan, showing
recommended floor layout, specifying the space,
electrical and environmental requirements for each
system and its peripherals.
Installations and Maintenance
Following site preparation, AITH undertakes the
assembly and testing of equipment before delivery
followed by installation of equipment at the proposed
site. AITH normally provides 6 to 12 months warranty
for equipment supplied and will ensure satisfactory
performance so as to minimise downtime.
Response Time And Escalation Procedures
Generally, it is a policy for AITH to respond to
problem resolution calls within 2 working hours.
Response time is defined as the elapsed working hours
from the time the call was received at AITH depot to
the arrival of the Engineer at customer site. On
arrival at the site, the engineer’s objective is to
solve the problem within 4 hours.
For the computer systems and sites within reasonable
distances from our depot, our success in achieving the
targets has been remarkable.
To ensure maximum effort in resolving customer
problems in the shortest possible time, AITH has
instituted a problem resolution procedure. This
involves the use of telephone, fax, and e-mail and
where necessary, site visits. In addition to services
available from local staff, NCR Ghana and NCR’s group
support centre in Cyprus provides a second line of
support for problems, which cannot be resolved
locally.
Customer Education and Training
AITH's Customer Education Centre focuses on the
delivery of quality IT education and transfer of
skills to management, professionals, technical and
end-user personnel.
However, due to the identified need of the customer
especially for services outside working hours, we have
a standby service facility that enables a customer to
call on us when the need arises.
Contracts
At the end of the warranty period, AITH provides a
maintenance contract for equipment
Supplied. Such contract shall be negotiated with the
customer and if accepted will serve as the bases for
future servicing, repair, upgrading and
troubleshooting.
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