1 >99.95% availability. Guaranteed. 1 Managed Services for Microsoft Dynamics AX Dependable, On-Premise, Off-Premise, and Private Cloud solutions from the UK leader 1 Using high availability infrastructure with no single points of failure
2 Why our Managed Service for Dynamics AX makes perfect business sense Managed Services for Microsoft Dynamics AX Page 2 If you ve invested in Microsoft Dynamics AX you ll know that it s a flexible, feature-rich ERP system capable of delivering significant business benefits. However, if AX is not managed and supported correctly its reliability cannot be assured and these benefits are quickly eroded. What special skills and service-level commitments are required? To get the best from Dynamics AX, those responsible for its support must have detailed knowledge of AX itself and the Microsoft technologies on which it depends, such as Windows Server 2008 R2, SQL Server 2012 (including Reporting Services and Analysis Services) and SharePoint Server Equally important is a rock-solid and responsive Service Level Agreement that provides guaranteed fix times and problem escalation when necessary. Couldn t my internal IT team support AX? Most internal IT departments have the capability to deliver a wide range of general IT support. However, they often lack the in-depth expertise (and the data centre class IT infrastructure) required to effectively support complex, business-critical applications such as Dynamics AX. So what s the most reliable and cost-effective solution? This is where Insite, the UK s leading provider of Dynamics AX support services, comes in. We provide Managed Services tailored specifically to AX and to the mid-market companies that rely upon it to manage and develop their own businesses. Managed Service scope at a glance Our On-Premise and Off-Premise Managed Services provide expert support and management of all items in the diagram, left. Microsoft Dynamics AX Microsoft Platforms SharePoint 2010 SQL Server 2012 SQL Analysis Services SQL Reporting Services Remote Desktop Services Printing Additionally, our Private Cloud service includes actual provision of the infrastructure items shown in blue text. Microsoft software is also included with Private Cloud. For an overview of our On-Premise, Off- Premise and Private Cloud Managed Services, see page 3. Windows Server 2008 R2 High Availability Active Directory Connectivity Remote Access Hardware
3 Managed Services for Microsoft Dynamics AX Page 3 Insite Managed Services: choice and flexibility We offer three broad choices of Managed Service. The key features are summarised below and explained in more detail on page 7. + Managed Internet/Remote Access + Backup Management + Anti-Virus included with Patch Management + Total Infrastructure Rental (Hardware and Microsoft Software) + All the service components of On-Premise and Off Premise + more + ISO Compliance > % Monthly Availability (SLA Bound) 24x7x365 Monitoring and Alerting Operational Support (SLA Bound) Change Management Patch Management Capacity Planning CLIENT-OWNED INFRASTRUCTURE LOCATED ON CLIENT S PREMISES + All the service components of On-Premise + more CLIENT-OWNED INFRASTRUCTURE LOCATED ON AT INSITE DATA CENTRE RENTED INFRASTRUCTURE LOCATED AT INSITE DATA CENTRE 1 On-Premise Managed Service for AX Comprehensive solution including responsive, SLA bound operational support For clients who wish to keep their infrastructure in-house. 2 Off-Premise Managed Service for AX Total Off-Premise solution For clients who prefer secure hosting of their infrastructure at our Tier 3 UK data centre Use of secure, shared network services and internet access. 3 Private Cloud Managed Service for AX Total Off-Premise solution with no capital costs Secure hosting at our Tier 3 UK data centre Infrastructure is dedicated to each client. Services that fit in with your business vision Each level of service gives our clients progressively more breathing space to focus on developing their core businesses, secure in the knowledge that their AX system is always performing as it should, and available to users wherever and whenever they need it. 2 >99.95% availability is guaranteed when infrastructure with no single points of failure is implemented.
4 Managed Services for Microsoft Dynamics AX Page 4 Key benefits of our Managed Services for Dynamics AX The additional benefits of Private Cloud On- Premise Off- Premise Private Cloud Peace of mind for clients, who can concentrate on their core business while we take total responsibility for Dynamics AX availability and delivery >99.9% application availability, SLA bound, with service credits should we not meet that target (>99.95% availability can be guaranteed if a High Availability AX infrastructure is implemented). Access to a team of experienced specialists, ensuring that IT personnel never become a bottleneck No need for clients to recruit and retain specialist IT resources We deliver all on-going support including SQL database administration, patch management and capacity planning Our Off-Premise and Private Cloud solutions add further benefits, including anti-virus updates, backup management and managed internet/remote Access Services Compliance with ISO (Off-Premise and Private Cloud only). Insite people care passionately about each and every client s business. Our attitude is always Can do and Will do, 24x7x365. On- Premise Off- Premise Private Cloud Why Private Cloud is an increasingly attractive option A challenging economy has reinforced the need for organisations to focus on core business and revenue generation. Our Private Cloud for Dynamics AX is the ultimate solution in that respect. It offers the following extra benefits, over and above peace of mind and outstanding application availability. No capital costs. Annual or quarterly fees cover dedicated physical and virtual servers, Microsoft Classic software, proactive monitoring, operational support and secure hosting services required to successfully deploy Dynamics AX. Pay only for what you need. Contracts can be flexed up or down to align with demand. The specialist, hard-to-find skills you need to support complex applications are available as and when required - without keeping expensive, under-used resource on the payroll. Dynamics AX infrastructure is securely hosted in accordance with ISO at Insite s Tier 3 data centre located in the UK. Your data is meticulously protected by multi-layered firewall and intrusion detection systems. Management of anti-virus and Windows updates is also included. Guaranteed system performance and secure access from PCs, laptops, ipads and iphones (subject to client internet connectivity). Real-time disaster recovery solutions are available at extra cost. The AX infrastructure is always fit-for-purpose, so there are no hardware refresh cycles to fund or manage. With Private Cloud, client organisations get the best from Dynamics AX so every user is empowered to become more productive and to deliver an exceptional service to customers and trading partners.
5 Managed Services for Microsoft Dynamics AX Page 5 The best in the market for Dynamics AX Managed Services Everyone at Insite has worked tirelessly to build the best company in the market for hosting and managing business-critical applications based on Microsoft technologies, and specifically Microsoft Dynamics AX. We believe that eight simple facts set us apart: No-one is more experienced or better equipped - we manage more Microsoft Dynamics AX infrastructure than any other UK service provider We specialise in AX and our people are experts in the Microsoft technologies it depends on, which is why we are recommended routinely by the top AX resellers and implementers Our Private Cloud Services offer a total solution not simply platform rental, which is only a partial solution that leaves a client s business exposed to risk We are extremely responsive to clients needs, taking total responsibility and accountability for application availability and performance We are the right size for the mid-market companies that use AX: small enough to provide an agile, personal service, yet big enough to cope with anything our clients throw at us We guarantee >99.95% availability when infrastructure with no single points of failure is implemented. We are ISO and accredited We are a people business. Our clients often say, We chose Insite for their people, not just for the solution they deliver. Insite offers a bespoke mid-market service, with clients benefiting from enterprise-class skills and personal service.
6 Managed Services for Microsoft Dynamics AX Page 6 Your SLA with Insite: business-focused, responsive, accountable Insite Service Level Agreements provide the optimum blend of Proactive and Reactive support, with Insite taking total responsibility and accountability for availability and performance. Proactive support Insite guarantees application availability of: >99.95% when infrastructure with no single points of failure is implemented >99.9% when a Standard infrastructure is implemented If we fail to achieve these availability figures service credits apply. Reactive support Our response and fix times for support calls are detailed in the table shown right. Priority Definition Response Time Total Fix Time CRITICAL Complete application failure or major 1 hour 4 hours (P1) disruption to normal business operations HIGH Partial application failure or a fault which 2 hours 6 hours (P2) affects all users at a single location causing significant disruption to business operations MEDIUM A fault that affects a workgroup with little 4 hours 10 hours (P3) effect on normal business operations LOW A fault that affects individual users that does 8 hours 16 hours (P4) not have any impact on normal business operations QUICK AD Account, Password or Thin Client 15 mins 30 mins ASSIST Session Resets Our UK-based Tier 3 data centre - for clients total peace of mind Insite has it own purpose-built, state-of-the-art Tier 3 data centre and hosting facility in Kent. Resilient, secure, and with dual direct fibre connectivity to the internet, it s where our dedicated specialists keep our clients data safe 24x7x365. Where required, real-time Data Replication is available to a secondary infrastructure at a Tier 3 data centre in High Wycombe.
7 Managed Services for Microsoft Dynamics AX Page 7 Key features of our Dynamics AX Services Secure, always on infrastructure - guaranteed Insite can deploy Dynamics AX using high availability infrastructure with no single points of failure. This allows us to guarantee application availability of >99.95%. Service Level Agreement The managed service is governed by a stringent Service Level Agreement (SLA), which specifies response and fix times for support issues. Just as importantly, if we fail to achieve our guaranteed availability figure for Dynamics AX, service credits apply. Secure, high availability internet connectivity Dynamics AX can be securely accessed using a private wide area network or from any location with an internet connection. Secure, non-stop internet access is ensured by direct fibre connections to two ISPs and multiple layers of protection. These include clustered, enterprise-class EAL-4 firewalls and Cisco Intrusion Detection Sensors that protect against complex attacks by automatically killing connections if suspicious activity is detected. 24x7x365 continuous monitoring and alerting Insite uses sophisticated software to continuously monitor the health of the Dynamics AX platform. This allows proactive support, which greatly enhances system uptime. When an alert is raised it is forwarded to our 24x7x365 service desk, which takes appropriate action. Business-ready operational support Insite s experienced support team undertake daily administration and on-going support of the Dynamics AX platform. Our premium support offering provides 24x7x365 cover for Critical faults to ensure Dynamics AX is always available at the start of every working day. Cover for all other fault priorities is provided between and Monday to Friday, excluding public holidays. Change management Patch management Insite takes responsibility for applying hot fixes, security updates and service packs to the Dynamics AX platform within a maintenance window agreed in advance with the client. Capacity planning Insite undertakes capacity planning twice per annum. A report is submitted which includes current utilisation, available capacity and recommendations for enhancements and upgrades. Backup management Insite takes full responsibility for data backups. In addition, our SQL Server Database Administrators ensure that best practice maintenance plans are always in place to optimise the performance of Dynamics AX. ISO accreditations Insite has been independently audited and holds ISO and ISO accreditation. These international standards demonstrate that Insite is expert in secure data management (ISO 27001) and IT service delivery (ISO 20000). Data centre With our Off-Premise or Private Cloud services, the Dynamics AX platform is located in our secure, purpose-built, Tier 3 data centre. A detailed data centre overview is available on request. No capital costs With our Private Cloud service, the infrastructure and Microsoft Classic software required by Dynamics AX are included in monthly fees. Unlike the majority of Cloud providers, Insite implements a hybrid of physical and virtual servers, dedicated for the exclusive use of each client, based on the number of concurrent users of the AX system. Insite only uses class-leading HP ProLiant Servers and HP StorageWorks fibre channel storage area networks. Insite takes responsibility for all changes to the Dynamics AX platform. Insite uses ITIL best practice to ensure that changes are made in a controlled way to minimise the risk of business disruption. Change Requests are authorised by both parties and include a regression path.
8 Managed Services for Microsoft Dynamics AX Page 8 A selection of our clients Insite provides mission critical support and hosts our core business application, Microsoft Dynamics AX. We have a great working relationship with the Insite team and trust them to ensure the application is always available. Barry Robinson - IT Director, Norland Our IT infrastructure was creating business issues, which were affecting our users worldwide. Insite took the time to understand our business, stabilised our infrastructure and drastically improved service levels. Toby Osborne, Financial Director, Czarnikow Group GLL is the largest operator of public sports and leisure facilities within London. Insite has been an important and trusted part of our business continuity and success. Peter Bundey, Deputy Managing Director, GLL (Greenwich Leisure Ltd) About Insite Insite is a specialist in hosting and managing business-critical applications, with particular emphasis on Microsoft applications and technologies. Insite takes responsibility for supporting its clients business applications, giving them the peace of mind and the breathing space they need to focus on developing competitive advantage and growing their businesses. We host, manage and support enterprise resource planning (ERP) and customer relationship management (CRM) applications - in-house, off-site, working with a client s IT team, or working independently. Above all, we have proven expertise in making our clients IT fit-for-purpose and leveraging technologies that reduce costs and improve efficiency. As an ISO and ISO accredited company, we also ensure that our clients business applications meet compliance regulations and work on-time, all the time. Established in 1994, Insite owns and operates a purpose-built, state-of-the-art Tier 3 hosting facility, where a team of highly qualified in-house technicians and software engineers ensure our clients data is kept supremely secure 24x7x365. Insite Ltd. Insite Data Centre, Unit 21, Chapman Way, Tunbridge Wells, Kent TN2 3EF Telephone +44 (0) ISO27001: Copyright 2012 Insite Corporation. All rights reserved.
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