Why use JDS Support?

JDS delivers support services above and beyond industry standard. JDS Support:

  • Achieves response times within 2 hours for 100% of calls
  • Targets first call resolution at 90%
  • Records a customer growth of more than 25% year on year
  • Over 75 active JDS support contracts and over 55 distinct Australian JDS support customers across all industry sectors at June 2015 and growing.
  • can help bridge knowledge gaps and staff shortages, improve product user uptake &  ensure new product features are utilised.
  • Based in Australia with a local and dedicated support centre.

When it comes to HP QC, JDS keeps the lights switched on.  We simply don’t have to worry about HP QC not being available or operational.  JDS ensures that we are aware of product developments, new features and functions, and that our system is kept healthy. I know that any time I call them, they can answer my questions.  Our HP QC users have aggressive targets, and using JDS as support means that we can keep our users happy.

Selecting a high-performing tool such as HP QC was the first step.  But having a skilled group of testing and monitoring consultants behind us makes all the difference.  Put simply, JDS keeps the testing technology working so that our other critical applications can continue to be highly available with minimal defects.  We would not have achieved the results without them.

JDS Support has provided outstanding service levels.  In the past three years, 60% of all support calls have been resolved instantly, and the rest within days.  I can have skilled technicians on-site quickly if I need, and can access a large pool of expertise for trouble shooting.  With JDS, the Quality Assurance Team has been able to deliver on its service levels.

JDS delivers fast, thorough and professional support services so that we can get the most out of our technology. Powercor is less at risk of its testing schedules being disrupted with JDS behind us.

Our Friendly Support Team

Lead by example and do to the best of your ability.

Michael Sugianto

Support Team Lead

Length of Time at JDS

4 years

Skills

Windows, Monitoring (BSM, LR), Virtualisation (VMware, AWS)

Workplace Solutions

JDS internal environments, customer software support, IT logistics/provisioning, IT contracts.

Workplace Passion

My passion lies in utilising technology to make our and our customers’ lives easier.

Always ask questions.

Natalie Nguyen

Support Consultant

Length of Time at JDS

A year

Skills

Beginner Splunker.

Workplace Solutions

I work on whatever comes through on the helpdesk tickets. I’m learning about Splunk now and really enjoying it.

JDI—'Just Do It'.

Bruce Li

Technical Consultant

Length of Time at JDS

Since early 2017

Skills

Product: LoadRunner for load testing, Splunk, ServiceNow

Personal: Shell/Batch scripting and web design

More personal: Piano and singing

Workplace Solutions

Being a former system analyst across various IT functions of a large enterprise, Bruce understands the pain of outages caused by poorly-managed asset capacity, undeliverable service levels due to lack of automation, as well as the subsequent troubleshooting and triaging through endless logs.

New to JDS, Bruce is able to identify a solution to address each of the problems above with the tools and methodologies that JDS can offer. He is determined to combine his technical knowledge, analytical skills and organisational skills with business acumen and high attention to details to ensure delivery of solutions and day-to-day operations for our clients.

A collaborative and fun environment makes things a lot easier!

Nicholas Sin

Support Consultant

Length of Time at JDS

Since February 2017

Skills

Mainly HP BSM, and I’m about to start upskilling in AppDynamics.

Workplace Solutions

  • Any client queries related to HP BSM (Technical queries, Technical issues, licensing, etc).
  • Assisting internal stakeholders at JDS with their business IT needs or issues.
  • Helping to maintain the different applications that make up the whole system at JDS.
  • General IT Support, ensuring client applications are running smoothly and that their technical issues are addressed in a timely manner

When you've had enough sleep, an impossible task becomes an interesting challenge.

Jillian Hunter

Support Consultant

Length of Time at JDS

1.5 years

Skills

ServiceNow, HP ALM/QC, Historical fencing.

Workplace Solutions

Supporting both our clients and our own consultants.

Support Packages

JDS Standard Care

JDS Standard Care provides full lifecycle, ‘cradle to grave’ management of your product issues including all priority escalations with a single point of contact. This includes on-call onsite product break fix triage when required, advice on how to take full advantage of product features and functions and health checks. Optional access is available for JDS pre-paid support services, JDS upgrade services for selected products and the JDS Script Validator service JDS Standard Care is designed for all small to large organisations.

JDS Total Care

JDS Total Care is a comprehensive support solution embraced by organisations that want to drive the most out of their technology and mitigate against potential risk. JDS Total Care provides access to specialists who will assist onsite and includes access to JDS pre-paid support services, JDS upgrade services for selected products and the JDS Script Validator service. Covering you for ‘cradle to the grave’ issues resolution combined with preventative maintenance, JDS Total Care ensures you get the maximum out of your technology investment and is the ultimate insurance policy for your IT landscape.

JDS SaaS Care

JDS SaaS Care provides all the same benefits of JDS Standard Care with additional focus of on-call best practices advice, validation services and removing the challenge of dealing with vendor support time zone differences. JDS coordinates any client SaaS admin services that are provided exclusively by the Vendor (such as database / project export services). JDS will deal with the SaaS vendor services arm on your behalf to ensure you get exactly what you need giving you the added benefit of only have to deal with an Australian based support desk. This is a great way to ensure faster resolution of Tier One product support issues.

Standard Care

Product break-fix technical support

Industry standard Service Desk system allowing for tracking, reporting and analysis of issues/requests from cradle to grave

Onsite break-fix triage service (< next 8 business hours) ͣ

Complete issue & vendor ticket management

Level 1 Functional support

Complex Functional support via pre-allocated support hours (optional)

Pre-allocated support hours for solution architecture services / enhancements / other consulting activities (optional)

JDS Script Validator Service (optional)

On-call Onsite Product Capability, Roadmap & Best Practices Education Services ͤ

Product Upgrade Service (annual) ͥ (optional)

Annual support analysis meeting and recommendations

Quarterly support review meetings

Named support specialists

Product license renewal management

Quarterly Product “Update Notices” / roadmap notifications

Interim Product “Update Notices” (eg security related updates)

Quarterly Product health check

1300 telephone support

Email support

Option to extend support hours to 24/7

Access to support portal

Live support via Webex

Access to Onsite support

SaaS Care

Product break-fix technical support

Industry standard Service Desk system allowing for tracking, reporting and analysis of issues/requests from cradle to grave

Onsite break-fix triage service (< next 8 business hours) ͣ

Complete issue & vendor ticket management

Level 1 Functional support

Complex Functional support via pre-allocated support hours

Pre-allocated support hours for solution architecture services / enhancements / other consulting activities

JDS Script Validator Service (optional)

On-call Onsite Product Capability, Roadmap & Best Practices Education Services ͤ

Co-ordination of SaaS Vendor Admin Services on behalf of client ͦ

Annual support analysis meeting and recommendations

Quarterly support review meetings

Named support specialists

Product license renewal management

Quarterly Product “Update Notices” / roadmap notifications

Interim Product “Update Notices” (eg security related updates)

Quarterly Product health check

1300 telephone support

Email support

Option to extend support hours to 24/7

Access to support portal

Live support via Webex

 

  • ͣ Available to customers with a critical severity issue, located where there is a permanent JDS Office (such as Melbourne, Sydney, Brisbane). JDS will send a Support Engineer onsite for up to 1 day to help accelerate the triage process for a critical severity issue. For customers located elsewhere, this service will be performed remotely if remote access is granted by the client.
  • ͤ To provide product capability overviews, product roadmaps, best practices advice and information.  Excludes detailed product training services.  Available to customers located where there is a permanent JDS Office. For customers located elsewhere, this service can be provided remotely / via WebEx or GoToMeeting.
  • ͥ Product Upgrade Service available for selected products only  (QC, ALM, PC, LoadRunner, QTP, FT, UFT) and does not include migration services  (such as the migration of QC projects to the upgraded version).  Customers are eligible for a single upgrade per product set, per annum.
  • ͦ JDS SaaS Care includes the coordination of any client SaaS admin services that are provided exclusively by the Vendor (such as database / project export services). Please note that any one-off SaaS Vendor admin services fees are not covered by the JDS Support service contracts, but can be quoted by JDS for the client.
  • ͧ Proactive product health monitoring and weekly health checks are only suitable for selected products (typically monitoring solution products).