Managed Services

Multiple platforms, vendors and partners present diverse service levels and practices across a global landscape. Scale, complexity, and risk create a costly, time-consuming, and innovation-stifling environment. Our Managed Services can help by releasing you from the operational management and support activities, whilst helping you get the most from your investment.  Furthermore, we’re experts in digital transformation, so when you’re ready we can build and execute on a transformation plan that makes a digital workplace a reality.

Managed Services

Multiple platforms, vendors and partners present diverse service levels and practices across a global landscape. Scale, complexity, and risk create a costly, time-consuming, and innovation-stifling environment. Our Managed Services can help by releasing you from the operational management and support activities, whilst helping you get the most from your investment.  Furthermore, we’re experts in digital transformation, so when you’re ready we can build and execute on a transformation plan that makes a digital workplace a reality.

End-end efficiency 

We can manage your existing Unified Communications and Collaboration infrastructure on your behalf, bring our experience and expertise to optimize what you have and build a transformation plan to enable a digital workplace model - at your pace with clearly defined outcomes.

MANAGED SERVICES OFFER ELEMENTS IN DETAIL 

  • Managed Service Desk

    A 24x7 Single Point of Contact providing full oversight of all on-going operational activities in respect of your unified communications and collaboration solution to ensure all in scope service requests are managed within the agreed service levels.  We provide support via different channels to meet user requirements and convenience and have options to integrate with customer ticketing systems to provide a seamless integrated experience.

  • Service Level Management

    Service Level Management ensures the delivery of all contracted services in accordance with the agreed Service Levels and processes. A named Service Level Manager acts as customer contact at management level, providing escalation management, service performance oversight and to identify opportunities for continuous service improvement.

  • Proactive Fault Monitoring

    Proactive fault management provides fully automated secure remote monitoring using state of the art technology.  We observe your unified communications and collaboration Infrastructure providing 24x7x365 coverage, identify and analyse critical errors and malfunctions providing fast notification (within 15min) including automated ticket creation.

  • Backup and Recovery

    Backup & Recovery Services provide automated creation and local storage of backup data of the operating system, application, and user data for supported infrastructure elements. It also provides maintenance specialists with the product specific data recovery procedures, covering most serious failure scenarios. Local storage in your data center, centralized management of backup and recovery procedures performed by our specialists via secure connection.

  • Change Management

    Change Management provides coordinated implementation of planned changes. Regular steering board meetings (Change Advisory Board) with the customer help to avoid/mitigate unwanted business impact based on detailed risk analysis of our experts.  We then ensure that any changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner.

  • Performance Management

    Observe UCC application performance around the clock, detect performance degradation and trend patterns during operations ahead of incident generation. Provides both real-time alerting and portal-based reporting. Performance trend reports help identify potential performance issues and support your capacity planning and associated investment needs.

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