Partnering with Us
A fundamental part of Managed Support is the trust relationship needed when forming a partnership with the Provider. To cement that bond you will be assigned a Client Ambassador whose responsibility is to build an internal IT department relationship by reporting, meeting and engaging. The aim of the role is to enhance the productivity and reliability of the ICT infrastructure.
As part of our On-Boarding process, we conduct a business and systems audit before the agreement starts. The report will identify and document the infrastructure as well as software and services that need to be supported. The audit work forms the basis of our support documentation.
We are always pleased to discuss your exact requirements and can customize our packages to suit specific requirements.
Service Operation
Some time ago we invested in a Professional Services Automation (PSA) system to run our managed services business. The application manages all our service delivery processes, it is the hub of all our support and project work.
The system includes a ticketing module that is ITIL-aligned with built-in best practices to make sure we hit our SLA targets.
Our Clients have access to the PSA Portal to submit a Service Request, track the status of Tickets and Project Tasks. They can also view additional information from us.
We can set up event triggers that will automate an action, update data, or send a notification with workflow rules.
It has an inventory capability so we can model the entire workflow from purchasing to installation at the customer site.
It has integrated time & billing processes so we meet commitments with detailed customer agreements and ensure all billable time and expenses are accounted for correctly.
It manages security levels, time off, workgroups, and dispatches calendars to keep everyone organized and on track.
Reactive Support
A PAYG service with committed response, monitoring and maintenance
Remote Monitoring & Management of the system with remote access is included as well as Basic Asset management to ensure all systems and equipment are maintained and monitored.
Standard Support
Unlimited Support for the included equipment with committed response, monitoring and maintenance.
It has all the features and advantages of the Reactive Support – committed response times, Remote Monitoring & Management of systems with remote access and as well as maintenance schedules for a fixed monthly fee.
Fully Managed Support
Our Top-Flight package where we take care of all IT matters. A true fully managed service. It includes all the features offered in the Reactive & Standard packages as well as a host of additional benefits. It makes sure businesses can meet the requirements of Cyber Essentials and IOS 27001.