DAAC System Integrator

Technical Services

The requirements for IT services are constantly increasing and in order to maintain the quality at European standards, it is necessary to permanently improve the processes and work conditions. In order to comply with the trends, in 2014 the new IT Service Center was opened, which responds to the highest standards of our global partners, and represents:

40 high qualified experts, trained on all continents according to the programs of leading vendors
Stands for testing new generation equipment and software programs
Technical laboratories to simulate the new solutions in informational environments of our customers
Inventory of spare parts worth over $300.000 in order to provide the highest level of service (SLA)
8 mobile teams to serve customers throughout Moldova.

In order to provide an effective interaction with customers, we use an automated service of technical support (Service Desk) based on standards ITIL and quality management ITSM, a methodology of high global reference. The customer’s information is treated according to ISO 27001, information security standard.

Technical Support In the category of technical support, we provide complex IT outsourcing services, (post-) warranty service and equipment repair.

IT Outsourcing

IT Outsourcing is a process of transmitting the management of systems and information equipment to a third company. In this case, the executor guarantees the accomplishment of the services indicated in contract in accordance with the established service level (Service Level Agreement – SLA). DAAC System Integrator provides any level of technical services, the main type being the service with guaranteed recovery time of equipment/system operability that includes also the replacement of damaged parts. Now, for a fixed monthly payment, you can delegate the responsibilities and IT risks to a specialized company.

(Post-) Warranty service

We have authorized service centers for all the brands that we represent on the market. We are regularly certified according to the standards, and the invested resources for quality ensuring has made us the partner #1 of our vendors. In the contracts for technical services, we accomplish prophylactic works of equipment, remove the defects, replace the spare parts, upgrade the software solutions, and offer a non-stop monitoring of incidents. The equipment with which we have major experience is:

ATM and related products
Network equipment
Servers and storage systems
UPS solutions
Electric generators
High-speed printers
Office equipment
Apple devices.

Equipment repair

In the case customers don’t have an active contract for technical service, the equipment can be repaired on the base of single calls. But this option is not optimal if the customer wants to ensure business continuity. If a standardization regarding the time of resolving the incidents is required, or more – avoidance of incidents, our company encourages you to consider delegating the responsibilities to a specialized partner, through a contract of service of the critical components for your business.

Engineering Services Before taking the decision to invest in a new project, extension or IT reorganization, it is recommended to obtain specialized consultations. We offer a wide range of customized services, including: design, testing and ensuring information security, audit and consulting.

Design

Having experience of more than a decade in implementing complex information systems, we have been spectators to major fails of some projects built based on most sophisticated technologies. From here, we attain the attention of our customers to the fact that a professional design defines the success of the final result. DAAC System Integrator has a solid expertise in designing information systems, taking into account the specific IT components.

Information security

In ensuring the information security, we cover the following aspects:

Creation and implementation of the management system of information security
Information security
Physical security
Security of software programs
Security of equipment
Security of procedures
Security of computing network
Security of telecommunications
Risks analysis.

Besides the above, we offer support in obtaining ISO 27001 certification.

Audit and consulting

Audit of the IT infrastructure represents a complex evaluation of how the infrastructure is designed and implemented in a company, but also of the measure, in which it corresponds to the company’s needs and supports the employees’ productivity. After a careful collecting of data, a simulation of critical scenarios is accomplished, the deficiencies and the high probably risks are analyzed and in final there are generated some sets of recommendations, reported to the customers’ possibilities to act.

Implementation of Solutions We offer professional services in order to successfully launch IT systems. The main phases include:

Early analysis (current system status, description of the proposed changes, exposure of recommendations)
Designing of an integrated information system (formulating the objectives, conceptualization, creation of terms of reference, setting the realization chart, transmitting the detailed technical project)
Realization (installing and configuring the system, establishing the exploitation rules, staff training, recommendations in order to optimize the internal processes)
Launch of pilot project (verification of conformity with the documentation, testing, fixing the errors)
Final launch, including monitoring.

Partners
Customers

Compania Naţională de Asigurări în Medicină

Projects

Provision of equipment and technical support to 1000 libraries in all districts of Moldova

“Novateca” is a program for transforming libraries in our country into dynamic and active public organizations. The program contributed to the introduction of many services in the libraries: training for using the PC and internet, data digitalization, creating interactive playing areas for children, employment.

One of the parts of the program represents equipment of libraries with modern technology. DAAC System Integrator has won tenders to supply equipment for the project within 2012-2017. Overall, the project covered 1000 libraries in all districts of Moldova. More than 3000 of computing technology sets were delivered, additionally the project implied supply of multifunctional devices, uninterruptible power supply (UPS), web cameras, projectors and internet access devices. Detailed instructions regarding the use of equipment and the software recovery on PC were composed and were further delivered to library staff.

The main feature of this project was supply of the equipment in rural areas, which made the logistics more complicated and advanced specific requests to the planning process. Despite this fact, DAAC System Integrator performed high quality work on equipment installation in strict accordance with terms specified in the contract.

During the project realization, company’s engineers have demonstrated high level of professionalism and the ability to solve promptly arising problems. Besides equipment installation and configuration, training sessions for users were conducted. Library staff mentioned that engineers were highly competent and friendly. The management of Novateca program was satisfied with the work implemented by DAAC System Integrator, which is confirmed by recommendations letters.

Company’s activity has not been finalized once the main part of the project has ended, DAAC System Integrator continued to work on the project by offering technical support for the delivered equipment established by warranty. Thanks to the well thought list of items and to high quality of the delivered equipment, the number of requests related to failures was not significant. But even in those rare cases when this happened, large stock of spare parts allowed realization of prompt repairs. Given social orientation of the project, even in cases of violations of terms of warranty the company resolves the problems related to equipment recovery without additional payment.

The audit of conformity of the Information Security Management System to the requirements of security criteria included in the international standard ISO/EIC 27001:2005

Underestimation of the issues of the security of information assets may be a potential cause of economic loss, negative effect on organization’s reputation and a cause of trouble with the process of providing quality services to customers of the company.

Thus, there is a need to evaluate the effectiveness of the mechanism used to manage the security of information assets in order to protect them from potential cyber threats. For this purpose, shall be conducted the audit of conformity of the used Information Security Management System to the requirements of security criteria included in the international standard ISO/EIC 27001:2005 that defines the basic set of application of the guidelines, rules and requirements in the field of information security of protected information systems and facilities.

DAAC System Integrator has the reputation of a professional and reliable partner possessing the required experience in implementing similar projects, as well as certified specialists in the field of information security.

The main objectives of the audit are to improve the level of:

The security of information assets of the company and its customers from potential cyber threats and actions that may affect its confidentiality, integrity and availability, in accordance with the laws and contractual obligations;
Ensuring the business continuity and minimize the damage by preventing possible incidents in the field of information security;
The performance of using the appropriate measures and methods to protect the information, the cost of implementation of which corresponds to the immediate value of the information and business objectives of the company;
The responsibility for information security, as well as the organization of the process of education and training of employees in this field;
The efficiency of the process of monitoring, analysis and control of business-processes using the information assets, including the modeling and testing processes of crisis situations.

Implementation of the project.

The audit was organized on the basis of a set of rules for information security management, included in the international standard ISO/EIC 27001:2007 that establishes the guidelines and general principles for implementing, maintaining and improving the management of information security in the company. During the audit, the conformity to 133 requirements from 11 areas was verified, including:

The current status of the Information Security Management System;
The organizational structure of the Information Security Management System;
The management of information assets;
The human resources management;
The physical security of the perimeter;
Telecommunications and maintenance management;
The control access to the information assets;
The acquisition, development and maintenance of Information System;
The management of information security incidents;
The management of business continuity;
The compliance with legal requirements.

The results of the project.

An independent, objective and complex assessment of the current situation in the field of information security allows the company to realize the targets due to the effective implementation of the following activities:

Form a long-term program of activities for the development of information security management system;
Optimize the costs associated with the information security of the assets, directing the budget on the areas of concern;
Adjust the development strategy of the own IT sector with the business strategy of the company, taking into account the identified risks.

ATMeye.iQ for a commercial bank in Moldova

ATMeye.iQ – is an integrated hardware and software solution that provides security and protects the self-service devices. The system realizes remote monitoring in regime of 24 hours of the events in the area of self-service devices, accompanying them with photo and video materials, which helps reduce the risk associated with fraud and vandalism, as well as helps solve customer disputes.

The solution allows the monitoring and preventing the suspect activities in real time, including:

Customer disputes;
Fraud (skimming);
Vandalism;
Attacks with explosives, gas and others;
Other illegals and suspect activities.

At the beginning of 2013, the engineers of DAAC System Integrator IT service implemented the system ATMeye.iQ at a commercial bank in Moldova, which provides complete reaction ta all ATM transactions. Search and management of the accumulated video material can be performed remotely without going to the ATM, which can significantly reduce costs and save time.

An integral part of this project was to equip the ATMs with surveillance hidden cameras, video capture devices, software installation at the ATMs located in various districts of Moldova, as well as launching the ATMeye.iQ server.

Project realization took place in stages, namely:

Audit (examination) of ATMs to ensure compliance with software and hardware;
Development of an action plan based on the audit;
Implementation of a system of measures so that software and hardware requirements correspond to all ATMs;
Physical installation and configuration of server systems that includes:
- The server
- The storage system
- The video surveillance software
Physical installation software, video capture devices and hidden cameras of video surveillance in places of ATM installation, with further installation of the necessary software and accomplishment of settings for connecting the “client” to the server;
When completed, the system was put into operation under the supervision of the experts of IT Services of DAAC System Integrator and customer representative to identify the optimal set of features, to be displayed on the interface of the bank’s employee;
Configuring the part of the server in order to restrict the access of the bank employees (from the operator until the branch head) to events at ATM and management possibilities of the ATM’s state depending on the event.

Our department for supporting the payment systems ensures efficient service and qualitative management of given software, software configuration in accordance with customer wishes, management of software configuration and its versions, registration and timely resolution of incidents and problems.