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www.pondycentralexcise.gov.in |
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E-mail: pondiche@excise.nic.in |
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Office
of The Commissioner of Central Excise Pondicherry
Commissionerate Goubert Avenue,
Beach Road, PONDICHERRY-605001 |
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C.No |
2/1/A1/2010/Comp. |
MOST IMPORTANT |
Date:3/08/2010 |
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Sub: ACES / Hardware Support for Lan
Project Maintenance – Upkeep of Lan equipments
under ACES and desktop computers =||||= Attention
is invited to this office letter of even number dated 20/21-July-2010. Under the cited reference, the following
activities were required to be done and the same be reported: Para 10 :
Divisional officers were asked to nominate one Supdt.
and one Inspr. to enable handle all the transactions relating to
correspondence on hardware and software for ACES and the local desktop
computer environment. Hqrs. Computer Section will
interact with these nodal officers only on all problems / issues on the
subject. These officers will be the single point of reference for all
correspondence between the Commissionerate and Division/Range. Para 11 : To ensure and report as to
the availability of AMC and proper working of the Air-Conditioners in the
ACES-LAN-WAN installation room (erstwhile Sermon Server Room) Para 12 : As in para 10 Para 13 : Reporting
of the E-Mail id of the Dy./Asst.Commissioners (1.
the ‘Icegate’ email id ; 2. Other e-mail id (for
e.g. YahooMail, GMail, HotMail, RediffMail, etc.) Para 14 : Circulation of the said
reference to all the Superintendents & Inspectors and obtaining and
forwarding of their details in case they were not assigned SSO-UID for ACES
or if their ID is not transferred from their previous Commissionerate. (P. KALAICHELVAN) JOINT COMMISSIONER To All
Divisions. |
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www.pondycentralexcise.gov.in |
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E-mail: pondiche@excise.nic.in |
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Office
of The Commissioner of Central Excise Pondicherry
Commissionerate Goubert Avenue,
Beach Road, PONDICHERRY-605001 |
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C.No |
2/1/A1/2010/Comp. |
MOST IMPORTANT |
Date:20/07/2010 |
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Sub: ACES / Hardware Support for Lan
Project Maintenance – Upkeep of Lan equipments
under ACES and desktop computers =||||= |
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In continuation of the ACES
training on LAN-WAN equipments handling and maintenance, which was attended
by more than 150 officers of this Commissionerate, the following instructions
are issued for strict adherence by all the field formations; these are abstract
of the contents communicated vide F.No.IV(26)35/2010-Systems/1644
dated 13.4.2010 of the Directorate General of Systems & Data Management
(which is available in e-mail format
under “E-DECS” 3
id No.113500). The key features of the support
engagement and their present status is given herewith to impart clarity on
the responsibilities of M/s.HP and the respective
nodal officers of each Division/location. Hence all officers will please
endeavor hard to follow the support scheme. 1.
Availability of a central helpdesk for raising tickets and
facilitating resolution: For
problems relating to non-working of thin clients or printer or LAN switches
or WAN switches or Modems or Router or BSNL Line, the call can be locked in three
ways: By Opening “Service Desk” menu on the Citrix Access
Server Page menu at the site: http://apps.cbec.gov.in/
(after logging in with sso user-id, the ‘service
desk’ menu may be clicked and the complaint entered by choosing the relevant
details and By E-Mail to nightdesk.bangalore@hp.com or By Toll Free No. to 1800 425 4994 Every complaint should be logged at these Call Centre and a Call No/Ticket No. should be
obtained from them. If the problem is found to be related to BSNL Line, then
the respective nodal officer has to lodge a complaint with their respective Tel.Exchange or its Cust.Care
Centre. The existing agreement between the CBEC and M/s.HP
provides for adequate penalties in the event of non-resolving the problem
within the time frame. If calls are not resolved within a reasonable time,
then it should be escalated to the next senior level officers of HP [vide
this office letter C.No. 1/1/A3/2009/COMP dated 19-10-09 or website http://sites.google.com/site/cencustax/aces_helpdesk
] Following details
shall be furnished to the help desk at the time of booking call: a. site address b. site code c. equipment name d. equipment serial number e. equipment model number f. site contact person name g. site contact person phone number h. sso-id if available i. official email id (icegate email id) 2.
Availability of a Resident Engineer (RE) at identified
important buildings The
RE is stationed at Commissionerate Hqrs. and calls
relating to this office will be attended by him. He would assist in
repair/resolution of problems related to IT equipments under LAN project
excluding DGSet or UPS, but would assist call
logging for excluded items and for co-ordination with related Vendors. Calls
from other sites can not be attended by RE. 3.
Back up support for other buildings, in the form of
dedicated offsite engineers through service agency partners The support is from M/s.Maha Electronics, No.8, Siddhanandha
Nagar, Ellapillaichavadi,
Pondicherry. Call has to
be logged as per para 1 above to invite this
support agency to the site. They will produce a service call report after the
complaint is resolved, which needs to be signed by the nodal officer
/authorized officer. The remarks column can be used to define satisfactory
resolution of the complaint or otherwise. Suppose back up support is received
in the form of direct online call for remote assistance, then e-mail about
call closure will be communicated to the respective site nodal officer to his
Icegate email id. 4.
Ready access to spares / equipment in a tiered manner: M/s. HP will stock spares at the Commissionerate
and arrange for workaround solutions for restoration of services within three
working days. Spares will also be moved from the nearest HP warehouse. 5.
The SLA document (Service Level Agreement) executed between CBEC and HP ensures
that all nodes in the field are available for business for at least 99% of
time in the business hours (08-00 to 20-00 hours) and 90% of time during
non-business hours. Non availability time measurement starts once the
complaint ticket has been logged. Unless a ticket is logged against each
complaint, imposing of penalty against failure to service cannot be resorted
to. 6.
Call resolving time permit: Call resolutions relating to LAN
equipment (TC) is to be serviced within 4 to 8 hours from the time of
obtaining of ticket No. against call complaint. For equipment such as printers, switches, UPS, etc.
the impact is measured in terms of number of user nodes affected. 7.
The Residential Engineer’s work scope is excluded as
follows: Handling leased line maintenance
; operation of diesel generator ; shifting of IT hardware except as
authorized by Sys.Dir. ; any
kind of data entry except as authorized by Sys. Dir. ;
personal data back up ; data recovery except authorized by Sys.Dir. ; support on existing
server or hardware not covered under CBEC LAN project ; any non-licensed
installation of application or software. 8.
Support Procedure for non-RE sites (i.e.all
sites except Hqrs.office): a.
RE may be used for handling problems at nearby LAN locations as well,
in the case of exigencies ; b.
In case of spares, required spares if not available with RE, then it
will be sent from the nearest HP warehouse through the courier to the nodal
officer of the site ; the pack should be opened in
the presence of RE / Support Agency only. c.
In case of damaged spares, the Support Agency / RE would re-pack and
seal the damaged part and advise HP’s authorized
courier agency to collect the same. 9.
Following further critical instructions are issued : a.
As instructed during the recent LAN-WAN training program held at the Hqrs.Office, UPS should be put to ‘BY-PASS’ mode every
weekend i.e. Friday evening and the same should be reversed on Monday
morning. When UPS is put on normal mode and if there is a power cut during
the week end, the entire battery back up will get discharged which is known
as ‘deep discharge’ for which there is no warranty cover and the replacement
of battery is chargeable. Such charges if demanded by HP cannot be incurred
under IT / OE account by the office and the respective site officer
will have to take the responsibility. For the purpose of maintenance
of equipments, site officers are nominated in the ensuing para. b.
DG Set will always be set on the manual mode ;
the button labeled as a.m.t control panel of the DG set should be kept
pressed for about 10 seconds to change the mode of start from automatic start
mode to manual start mode. Divisions will make suitable arrangements to keep
a minimum of 50 litres in each DG set in their
respective jurisdictional sites to enable test-run the DG set for a few
minutes at least twice in a week. More quantity would be required to run the
set for actual requirement during power cut. The DG set’s output power
reaches the UPS only and therefore should be used for ACES equipments only
and not for other Desktop computers or other electrical appliances. c.
All site officers shall maintain a log register to record the calls
logged for repairs as follows: Date and time of call ||| Ticket No. assigned by
Call Centre ||| Equipment affected/not working ||| Details of fault noticed
||| Date of attendance by Support Agency ||| Date of Closure of complaint |||
Sign. Of the Support Agency ||| d.
Details of call logging procedure for each equipment has already been furnished
individually to each of the officers who underwent the training. Please refer
to the last portion of para 1 above: 10. Nomination of Site Officers : Site officers as follows are nominated for each of
the sites; Divisional officers can further nominate the local Supdt. & Inspr and intimate the same to this office
within a week: Site Office Responsible
Officer Basis Hqrs.Office Jt. Commissioner-Sys. Nodal
officer for project. since
the inception (2007) Docs.
Available with Comp.Section. Pondy I Divn. AC/DC of Divn. Vide
para 12 Pondy II Divn. AC/DC of Divn. Vide para 12 Pondy III Divn. AC/DC of Divn. Now
nominated as Nodal officer for ACES project for the entire building. Pondy 1A-IIB Range
officer II-B Site officer since 2007 Pondy III Ranges Range
officer III-A -do- Pondy 1B,C,D Range
Officer 1-D -do- Pondy II-A,C,D,E Range
Officer II-A -do- Cuddalore Divn. AC/DC Nodal officer since 2007 Incl.Ranges Virudhachalam Range
Officer site officer since
2007 Villupuram Divn. AC/DC Nodal officer since 2007 TVMalai Range
Officer site officer since
2007 Kallakurichi Range
Officer -do- Madhurantagam: Range
I -do- Range-I & II All the above officers will be responsible for the upkeep
and maintenance of both the equipments and the records (viz. Asset register
and the log book) in
respect of all aspects of the contents of this letter. 11.
Special instructions for Divisions Pondy I, II, III : These
Divisions were provided with a local network (LAN) which can be used for connecting
a maximum of 33 computers within these three Divisions and supply of internet
facility to all the computers and for usage of any printer from any floor, in
the year 2006. After
the promotion of the DEO’s as Inspectors during
2008-09, the computer system room used by them has been recently noticed to
be infested with rats and doves. The LAN and WAN equipment for the ACES
project are located only in this room and the room has to be kept in 22
degree Celsius temperature for the proper working of the modem and router as
part of the WAN rack. Inspite of the recent repairs
incurred by the Hqrs.office in the upkeep of the
two air-conditioners after a long gap of non-working air-conditioners, the
present condition of these requires urgent personal attention by the Nodal
Officer. It may be ensured that
AMC is available for the air-conditioners kept in the WAN/system room;
this room may require some modification which is being planned. 12.
Nomination of IT savvy officers for each Division : All Divisions
are requested to immediately nominate one Supdt. and one Inspector who will be in charge of the
maintenance of all the computers and other system peripherals (both relating
to local computers and those under CBEC LAN project) in their Divisional
Office. All queries relating to ACES equipment and local
computers/peripherals will be followed up by the Hqrs.
Computers only with these nominated officers.
The name of these officers will have to be entered in the Asset
Register maintained for ACES, so that nomination once done is not forgotten
and timely replacement of transferred officers is taken care of. 13.
Use of E-Mail for routine official purpose: All the Departmental officers have
been issued with CBEC mail id (like
R…….S……@icegate.gov.in ; it may please be
noted all the acknowledgements for the transactions undertaken in the ACES
will be immediately acknowledged by way of message to this e-mail id only.
Hence all officers are requested to open this email at least once a day and
see the message. It is proposed to send all letters marked as
“special watch” by Commissioner and those relating to ACES and Computer
Section only through this email id to the respective Divisional Officers. Hence all the JAC may furnish their
icegate email id to this office ; in case they were not allotted icegate email id, it can be replaced with personal id
with portals like google.com or yahoo.com etc., Presently all the
correspondence relating to computer section are sent to the respective email
id of the Divisions or Ranges created by Computer Section during 2008-09,
details of which was communicated already and also enclosed now. 14.
This document may please be circulated widely and signed acknowledgement
may be taken from each of the officer who has got sso-id
for ACES. Supdts. and Inspectors who deny allocation
of sso-id may be asked to immediately apply for the
same. Receipt of this letter
must be acknowledged. This letter issues with the approval of the
Commissioner. (P. KALAICHELVAN) JOINT COMMISSIONER. To All
the Divisions by post and email All
the Ranges by email Para
10, 11, 12, 13, 14
e-mail all range division ids
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