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Managed Services

LET US TAKE CARE OF THE IT STUFF

Our long history as a Managed Service Provider has taught us a thing or two about the responsibility that this role places upon us as a strategic partner.  By entrusting us with one of the most important aspects your business; we take pride in our ability to provide the continuous IT operations that you require in today’s IT-Centric era.

Why Are We Different?

We’re more than just a ‘support partner’.  We think the term ‘support’ is somewhat … out-dated and reactive.  Instead, we’ve designed our services in a manner that properly reflects the needs of our clients; that is, we become an extension of your team.  Whether we become your entire IT department or provide an extension to your IT team for specialist support; we recognise that you need us to be there, when you need us, in good times and bad.

What We Offer

Our Managed Services portfolio enhances our Cloud Journey Solutions product set by providing a range of services that ensure our clients are getting the maximum value from their investment with us.

Whilst each service is subtly different (depending on the underpinning technology); they each generally provide:


Continuous Monitoring
Each system or service is continually monitored by our Service Management system.  This provides us (and you) with up-to-date information on system health, automated ticket creation and asset management & deployment.

1st to 4th Line Incident and Request Handling
From change requests to major incident resolution, we ensure that our Service Desk has the range, quality and quantity of skills necessary to respond to anything that is thrown at us.  At every stage you are kept informed of the service ticket’s status and progress, ensuring that you never need to chase us for updates.

 

Performance Monitoring
We also monitor the long-term health and performance of all systems and services under management.  This allows us to identify ongoing trends that might affect user experience before the impact is felt.

 

Automated Update Management
We take care of things like Windows and other operating systems updates, ensuring that our clients devices remain safe and secure.

Client Portal
As well as being able to contact us by phone and email, all of our supported clients have access to a client portal; allowing them to log and update tickets, and to view the status of all support ed devices; all from the luxury of their own PC or smart phone.

On-Going Development Services
Many of our Managed Service elements include the provision of development services.  These ensure that you receive ongoing training, are able to adopt new feature releases and gain the maximum benefit from your solution.

Service Alignment Reviews
Whilst we always strive to provide the best possible service; we’d rather not wait until the end of your contract to find out that we’ve fallen short of your expectations.  Our account and service management teams conduct regular reviews with the express aim of ensuring you are completely satisfied with our service.

Don’t Take Our Word for It

We invite every client to respond to a short questionnaire when we close an incident to tell us how well we did, taking account of overall responsiveness and issue resolution.

In 2019 we achieved an overall score of 4.9 out 5.  Pretty good?  We reckon we can do better in 2020.

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