MSys Creates Technical Support Division

MSys Technologies, LLC is a technology company with years of experience in domains including storage, virtualization, telecommunication, embedded systems, cloud computing, quality assurance, and enterprise app development.

The company has begun providing technical support services to its clients spanning various technology verticals and regions.

“In order to create sustainable value for our customers, we put a technology layer on top of our outsourcing services. MSys is already a fast-growing tech company, and this technical expertise makes us perfectly positioned for providing support services,” said Krishna Prasath, senior manager, support services, MSys

The MSys Technical Support division is working with three of the top-ten industry corporations: a provider of performance storage systems; a supplier of RAID storage service for enterprise customers; and a provider of cost-effective DR solutions.

At present, the primary focus of MSys Technical Support is various storage technologies, including SAN, NAS, DAS; file systems such as SNFS, Lustre, and GPFS; and MS Exchange Server (all versions). MSys has multiple layers of technical support: L0, L1, L2, L3 and, (Field Application Engineer). Responsibilities in each level involve processing of service requests and identifying and providing effective solutions. They also include ensuring that the right level of attention is given to all end users post sales. The support service is global or region-based, depending on the requirements of the client. Modes of support include telephone and email in most cases, although for certain clients, trouble-ticket booking can be done online through a web portal.

“The technical support scene today is bleak at best. It’s difficult to create real value for your customers unless the developer of a product himself provides support for it. This is one of the reasons why we believe a company should develop in-depth expertise in its technology verticals before initiating support services. At MSys, we managed to gather expertise, and the support division is meant to enrich that expertise further,” said Sanjay Sehgal, CEO, MSys.

MSys’s support services are distinguished by tech support engineers with years of experience, annual 24/7 support and infrastructure. So far, the company has engaged with clients in the USA, Europe, AsiaPac and India. The company has communication equipment including a dedicated VPN, redundant data network, etc.

A typical support engagement may begin with a pilot team of less than five engineers, optimized for reduced cost structure. Gradually, by increasing the number of engineers in a way that steadily boosts productivity, MSys manages to bring an onsite team offshore. The major benefits provided by the company to its clients include increased ROI, superior support quality, and risk mitigation. Also, MSys provides a Build-Operate-and-Transfer (BOT) model that helps clients take ownership of their team.