Cybernation offers support for ICT infrastructure services, and particularly specializing in IBM AIX-based design, implementation, and operation with a proven track record of delivering IBM middleware, such as WebSphere Application Server (WAS), DB2, and MQ. Implementing a global network is a large-scale project that is divided into three major phases: design, implementation, and testing. The following is an example of such project.
After the implementation of the global network, providing multilingual (mainly English and Japanese) support becomes necessary to ensure stable service experiences for our clients. In the event of a network failure, our network operation center receives inquiries from around the world including Japan and try to find the location of failure by working with engineers from the overseas O&M service providers and telecom carriers. Once the support center identifies where the failure is located (in Japan or somewhere else in the world), local engineers are dispatched for on-site troubleshooting. When the troubleshooting is complete and the recovery is successful, the client will receive notification of the recovery. The global network operation center operates 24 hours a day, 365 days a year, so our support engineers work in shifts to provide the services continuously.
It is necessary to continuously improve our global ICT services, in line with the development of global businesses. Our global ICT services management offers an array of services. We analyze service quality data to manage the quality level of ICT services and work with other teams to identify problems and the best solutions, which will be documented in reports. Based on the report, we make regular visits to the clients with our sales team members to discuss the current problems and future tasks as part of our ICT professional services. The discussion helps us understand their demands and find ways to meet the demands by collaborating with our domestic and international teams. In the event of a major failure, we give explanations to the client about the causes and the recovery forecast and dispatch team members in a timely manner to ensure fast recovery from the failure.