FAQ
 

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Q6.

Is a maintenance contract with EDI mandatory to request support?
What kinds of services are outsourced from EDI?
What are these latest tools referred to in the website?
How is service offered in GCC outside UAE?
Does EDI have an off-shore software development team?
The customer list is short for a period of three years?

 
 
Q1 Is a maintenance contract with EDI mandatory to request support?
 
No, any company requiring IT support can go to the ‘Support Login’ page and fill in the form completely. A reference number will be allotted to the request and the respective representative will get in touch during normal working hours. Customers with maintenance contract will have the partial form pre-filled, and an asset ID becomes mandatory to expedite the response.
 
Q2 What kinds of services are outsourced from EDI?
 
EDI does not outsource any type of services. It is a policy to maintain a support team with skill set of every service offered. For service request not included, customers are directed to appropriate channels. The exception is the civil and MEP type of works required during major cabling projects.
 
Q3 What are these latest tools referred to in the website?
 

EDI is equipped with comprehensive set of tools that can manage and monitor network performance, network availability, database / application performance, network inventory, port / protocol utilization, software dispatch, intrusion detection, network security, cable calibration.

These tools cover all the 7-layers of the OSI model and generate extensive reports  for existing and anticipated bottlenecks in the network. EDI engineers are trained by the principle vendors for the optimized implementation of these products.

Q4 How is service offered in GCC outside UAE?
 
A major part of our projects include case-study, consultancy and implementation for pre-sales, the EDI consultant visits the customer for a complete site survey and understanding of the requirements. For post-sales, the EDI engineer visits the site for implementation and transfer-of-knowledge. Any support or upgrade required can be conducted by out-of-bandwidth services. For projects that require on-going support at lower level, this is provided through our associate locally present.
 
Q5 Does EDI have an off-shore software development team?
 
No, EDI does not have a development team outside UAE. A team of product  consultant, business consultant and system analyst is maintained to control and delivery the project intelligence. For major projects with limited time frames, minor developments are off-loaded to associate in the far-east, but the major design and implementation is always in-house.
It is a policy to maintain the intelligence and risk of the project in-house to ensure the customer with single-point-of-contact and minimized response time in case of modifications and upgrades.
 
Q6 The customer list is short for a period of three years?
 
It is a policy of EDI to develop a partner relation with the IT department rather than being enlisted as a vendor with the purchase department. This way the customer is ensured optimal consultancy at any given time, and has a comfort level of procuring the equipment from any third-party.
EDI emphasis on the post-sales relation with the customer (which is longer) than on  the sales cycle with the customer (which is shorter). Hence we ensure that all of  our projects convert into maintenance contracts and all of our contracts are  extended at the end of the term.

This is in line with the EDI motto……….technology with customer care.
 
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