Services & Support

Managed Services for the Cloud

Our Managed Services product range is flexible and fully fledged, with a long track record in providing effective operational support and service desk features to our customers. As more and more of our clients adopt cloud technologies, we’ve tailored our Managed Services to cater to a wide range of cloud deployment types.

Our Managed Services solution provides highly efficient, specialist operational maintenance and support for IT infrastructure and services, whether they are on-premise, in the cloud or a combination of both.

Looking for a managed services solution?

Information Technology plays a fundamental role in most organisations today. However, as the complexity of IT environments increases, many businesses face higher overheads and greater risk in trying to provide support for all of the applications and services they need.

Many senior IT executives recognise that, even though they can migrate some workloads to the cloud, that doesn’t eliminate the need for responsive operational support. In contrast, as reliance on IT systems grows, the need for disciplined operational support, monitoring and alerting has never been greater.

Our Managed Services around operational support and service desk drive the following benefits:

Cost efficiency

Delivery of managed operational services and support for less than the cost of providing them internally.

Cost transparency

Clear visibility of the actual cost of support IT services within the organisation.

Operational efficiency

Access to specialist support for new applications in a more cost effective way.

Service quality

Highly disciplined service structures and standards that ensure overall service quality and allow the client’s internal IT group to commit to agreed service levels with business units.

Targeted support levels

Three support tiers, enabling clients to select the level of operational assistance best suited to their workload.

Client focus on business-centric activity

The ability to outsource IT support and focus internal resource on core business activities.

Our Managed Services Products

Our Managed Services for the cloud provide:

BAU operational support
Measurable service level agreements (SLAs)
24/7 infrastructure monitoring and logging
Monitoring, alerting, incident management, and reporting
Authorised after-hours critical incident response
Transparent, scalable capacity-based pricing
Fully staffed Network Operations Centre (NOC)
Fully staffed Service Desk
ITIL®-aligned service management and continuous improvement
Self-service portal for logging and tracking requests
Scheduled operational performance reporting

We provide three tiers of support to meet the needs of our customers:

BASIC
Environment cost monitoring, resource monitoring, alerting, escalation, and simple reporting, combined with the common services provided by our Service Desk and Network Operations Centre.

STANDARD
Basic Tier, plus deeper performance-related monitoring, escalations to appropriate vendors, proactive problem resolution and a deeper level of reporting.

ADVANCED
Standard Tier, plus detailed capacity and performance reporting with recommendations, monthly operating system patching, recovery services from backup, proactive problem resolution and custom application monitoring.

SNAPSHOT BACKUP
In addition to our three service tiers, we offer a standard ‘snapshot’ based backup service that backs up the given target daily. Our operations team monitors each backup to ensure it completes, and reporting is provided.