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Leading global pharmaceutical company awards Datacraft US$8 million managed security contract

Datacraft has been awarded a US$8 million contract to ensure a high connectivity and secure infrastructure for one of the world’s biggest pharmaceutical company’s new Asian resource centre in Singapore. The healthcare giant selected Datacraft as an extension of their Global External Connectivity Support (GECS) team in America to ensure consistent service quality and high security. This is critical to executing the client’s strategy for growth within Asia Pacific, while… providing support to the EMEA and American regions. The new Singapore-based facility will serve as a central hub for Global Remote Access (GRAS), IP management, security services, partner connectivity and multimedia functions. Of which, high availability of security services is of paramount importance to the client’s network infrastructure. “We worked closely with the client to define their needs, and explored ways to enhance their existing Service Level Agreement (SLA) to ensure cost-effective service delivery, while optimising the use of their existing IT investments,” said Png Kim Meng, managing director for Datacraft Singapore. “We then proposed a two-tiered solution that not only guarantees high availability of security services, but also conforms to the client’s standard operational procedures. This solution is critical in ensuring consistent service delivery across the board.” The main component of the solution is centred on the Global Service Centre (GSC) based in Singapore, which will be available 24×7. This serves as the customer-facing resource and will also undertake resource planning activity, allocating personnel where necessary to handle instances of trouble tickets and alerts. The escalation time will also be monitored to ensure that the service level commitments to the company are met. The second component entails a Technical Support Centre (TSC) that will be set up in the GSC. The TSC will house a team of engineers who are trained to troubleshoot issues with the GSC, firewall and the domain name server (DNS) as well as partner connectivity. As an extension of the client’s support team in the Americas, the Datacraft engineers will also be responsible for report generation, change management and policy management. Supporting the TSC is a team of Datacraft regional security consultants, who will assist with critical occurrences to speed up resolution time. “All our TSC engineers are certified and boast a wealth of skills and experience. In addition to receiving support from our Datacraft regional security consultants, they also have direct access to technical support from key vendors such as Check Point and Cisco where relevant issues can be escalated immediately for assistance,” added Png. Datacraft’s management of its own ISO 20000-certified GSC, backed by its reputation as a leading security solution provider, were winning factors for clinching this project. These factors inspired the client’s confidence in Datacraft’s technical superiority and ability to deliver results within budget and to tight deadlines. “We have been able to draw on our substantial experience in resource management, security management and ITIL best practice to ensure that critical services and security infrastructure is highly available, supported by an exceptional team of trained engineers both in Singapore and throughout the region,” said Png. About Datacraft Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and converged communications & contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses. For more information, please visit For further information, please contact: Esther Quah (Datacraft Asia) Tel: (65) 6322 6688 Email: esther.quah ( @ ) datacraft-asia dot com Tng Szu Lin (Datacraft Asia) Tel: (65) 6322 6605 Email: szu-lin.tng ( @ ) datacraft-asia dot com Source:

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