1. Support
&
Service
Your ultimate resource towards Technology
Copyright © 2015 Al-Madina Enterprises. All rights reserved www.almadinapk.com
Introduc on
To establish Al-Madina Enterprises as the recognized leader in the IT solutions,
supplies & services arena where we should be able to not only meet but exceed
the expectations of our valued customers. Having strong presence in the local
market Al-Madina Enterprises also aspires to be the IT Company which should
have the capacity to attract the most talented and motivated professionals who
have both skills and the drive to excel, thus providing them with a platform along
with necessary tools and technologies to bring innovative ideas to life world.
E N T E R P T I S E S
Al-MadinaE N T E R P T I S E S
Al-Madina

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CONTENT
ecnanet
niaM
Site
Survey
We support your ITtechnology which
help your business IT systemsrun more
smoothly and make efficient, smarter &
cost effective.
Maintenance
We enables remote & on site
facility for our valubale customers
with premium quality services.
Site Survey
IT help desk also responsible for
answering queries 24/7 of our valuable
costomers
Help Desk
We put your current network architecture
through a security orientated battery of
tests to show strengths, weaknesses and
areas for improvement.
Network Audits
Content

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Introduc on
AME Support Services
Al-Madina Enterprises provides support services to a large number of companies. An increasing number
of these companies have nation-wide locations, which require support services, and
Al-Madina Enterprises delivers these services through its network of Support Centers located in
Karachi, and Islamabad with prance all over Pakistan. These provide a service management facility
to co-ordinate the delivery of IT infrastructure support services providing. Al-Madina Enterprises is an
Authorized Partner with HP Pakistan and the agreement is reviewed annually to ensure that the
Deliverable Standards are met for which an audit process is carried out by HP itself.
Al-Madina Enterprises is responsible for providing Front-line Support for every Enterprise Product
Support contract that Al-Madina Enterprises signs with a customer, a back-to-back contract is signed
which means the following.
Cu ng edge services
Complete in house training & certification for Customers
Maintenance contracts or 1-IP 8 third party products
Site survey
Design analysis
Network audits
Upgrade & data integration

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Introduc on
Benefits Of Working With Us
Being an HP Partner in Pakistan authorized to support complete range of HP products.
Call logging facility available on phone, fax, mail and web.
Over 1OO top corporations in Pakistan relay on Al-Madina.
Has offices in Karachi and Islamabad with presence in all over Pakistan
Offers 24x7x4, 9x5x4 & NBD (Next business day) support services.
Backup equipment.
Maintains parts inventory.
Resident engineers with support/ maintenance contract if so required.
Increased system uptime of your equipment.
On site delivery, installation and after sales support.
Spare parts availability.
Back-up units to reduce down time.
Phone in support assistance available.
Highest quality support for countrywide locations.

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Maintenance
AME Maintenance Services
Al-Madina Enterprises hardware & software maintenance service provides ISO/IEC standard &
comprehensive array of support services to assist in the repair of all types of branded & unbranded Server,
Desktop, Laptop & Peripherals including Monitors and Printers. The Services are designed to meet the
budgetary demands of all customers from Large Enterprises to Small set-ups, who require the guarantee of
repairs for their IT Equipment.
Our Hardware Maintenance Services will help simplify management, cut costs and boost performance with
onsite and remote services from a single source – minimizing your expenditure while maximizing the
performance of your IT equipment. Support & Maintenance Plans generally includes:
Annual Maintenance Agreement with Parts & Labor
Annual Maintenance Agreement without Parts
Per-Call On-Site Support & Services
Carry-in Equipment Repair & Diagnostic Services
Provisioning of Resident Engineer(s) for Support & Services
Parts Replacements & Repair
Personalized Servicing Technicians
Committed Response Time
Remote Access Support

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Site Survey
AME Site Survey
If you’re looking for a company that provides meticulous and high quality surveying backed by premium
customer service, you’ve come to the right place. At Site Surveying Services we measure our success by the
contribution we make to your business and your potential. We can save and make you money. Our excellent
client relationship and 27 years of experience have led us to continuously review our procedures in order
to aid your visualizations of your site, from geographically referenced photographs to our volume calculation
service using the most advanced technology and dedicated team of surveyors.
On-site hardware & Software support, including re-installations, work to completion. Flexible call submitted
Assigned Al-Madina support team, which may include one more of the following.
Assigned Al-Madina technical consultant.
Assigned Al-Madina system support engineer.
Assigned Al-Madina customer care center engineer.
Assigned Al-Madina contracts administrator.
After hours hardware & software assistance
Additional maintenance activities, Software Installation & Update or Operational Reviews.
License to use software updates.
Network support.
Installation of add-on software products.
Training (Subject to local availability).
On-site consulting (Subject to local availability).
We provide technical resource for different It projects.

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Help Desk
AME Help DesK
Customers complete Information
Customer's Inventory and product history.
Call Tracking and Documentation System.
Customer and product wise report on number of calls, turnaround time history.
Web based call logging system which provides auto updates and collects feedback after job completion.
Al-Madina Enterprises Help Desk deportment that provides and tracks.
Call Logging Procedure (Office Hours)
Customers must have Al-Madina warranty, Maintenance, or Phone-In Support Contract for a call to be
logged into the Al-Madina Response Center.
During office hours
Call 000-000-000
Call Logging Procedure (A er Office Hours)
Customers who have signed a 24 x 7 service contracts are provided mobile numbers of senior and junior
engineers as well as escalation manager who handle the customer compliant.
After office hours
Call 000-000-000
Call account support engineer on the contact numbers provided including mobile
If primary engineer is unavailable, back-up engineer can be contacted.
Engineer will provide assistance for reactive problem solving, patch cutting o technical hardware
software assistance depending on contract signed with Al-Madina.

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Network Audits
AME Network Audits
In today’s extremely competitive wireless market, it is imperative for an operator to continuously monitor the
network performance and quality of service to sustain a leading competitive edge in the market by assuring
customer satisfaction. LCC’s technical end to end network audit services help an operator in identifying issues
in the network, root cause of all issues and actions required to address those issues.
AME’s end to end technical network audit covers all network areas including RF, BSS, Core, Transmission,
IP/MPLS, IN, VAS, NOC/FM and Rollout. Audit is conducted in three phases:
Benefits of Audits
Prevention of revenue leakage through optimized routing and charging parameters.
Reduction of failed call connections.
Improved performance resulting in fewer support calls.
Prevention of roaming subscribers failing to access network.
Prevention of roaming subscribers failing to access network.
Clarity of network data makes network easier to understand and manage.
Better supervision of Managed Services activities.
Phase 1 – Data Collection:
Collection of historical and field data from OMC and Benchmarking
Phase 2 – Data Analysis:
An in-depth study of data collected with root cause analysis of problems
Phase 3 – Recommendations:
Preparation of detailed recommendations with concrete action items to improve network
performance and implementation roadmap.

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Contact Us
Listening to our customers is what we do best.
If you've got a comment, question or feedback,
don't hesitate to call or email us. Our technical and
sales specialists are always available to assist you.
CONTACT INFORMATION
Karachi Head Office
1st Floor, Al-Rasheed Centre
F.M.F. Ali Road, Haqqani Chowk
Opposite to Burhani Hospital
Karachi.
Islamabad Office
Office No. 08, 3rd Floor, 66 East,
Mujahid Plaza, Jinnah Avenue
Blue Area, Islamabad.
Phone: +9251-2348282
Asim Mohiuddin (Managing Director)
asim.almadina@gmail.com
Riaz Raza (Manager Sales)
riaz.almadina@gmail.com
E-Mail: info@almadinapk.com
Phone: +9221-32218895, 32218896
Web: www.almadinapk.com