Global Professional. Hosted Managed Services

Transcription

1 Global Professional Hosted Managed Services TM

2 Racami, LLC is a global independent provider of IT support services and applications, technology and infrastructure consulting. For over 7 years we have been delivering innovative support and managed services solutions to clients in a broad array of industries across North America, Europe and Asia.

3 Solutions to Meet Your Needs Managed Service Designed to specific customer requirements Manage all or part of a customer s environment 24x7 service options Range of managed services includes: Service desk Help desk for clients Applications management Middleware management Database management Infrastructure management Dedicated service management team Focused account management On Demand Support Ad hoc access to Racami s expert support team Communication lifecycle support Supplements customer s internal resources 24x7 backfill support Holiday support Specialist advice Project assistance On Demand monitoring Application & middleware processes Database Server & operating system Flexible And Tailored Service At Racami, we recognize that no two businesses are exactly the same thus we tailor our solutions to meet your specific business requirements. We can provide a fully outsourced 24x7 managed service through to On Demand ad hoc support that supplements your internal team. Options are available for both remote and local on-site resources. Dedicated Managed Services Team Our highly trained and experienced team is fully dedicated to managing and supporting our client s mission-critical applications and underlying technology infrastructure including private clouds. Our consultants bring with them years of experience, specialist industry knowledge and vast product knowledge which allows them to quickly tackle the most complex issues. Accessible Service Consultants Racami service consultants are available 24x7. In situations that provide cost savings and add value to our customer engagement, we are able to incorporate both on-shore and off-shore resources into our service delivery. Such resources are closely managed by Racami to ensure the same high level of service is achieved. Comprehensive Environment & Application Support Applications HP Exstream, GMC Inspire, Exact Target Middleware Complete Solimar s Solution suite including SOLitrack Enterprise Dashboard, Passport Design Studio & Process Automation Database SQL Server, Oracle, MY SQL, DB2 Infrastructure Microsoft, Oracle, IBM, HP, Cisco, VMware, EMC, and more

4 Reliable Processes Our clients benefit from best practices for processes and methodologies. We operate a 24x7 service desk and web-based customer portal. We have an excellent track record in meeting our client service levels (SLAs). Proactive Approach Racami s managed services are proactive in nature to ensure your systems remain stable, secure and perform optimally. Our automated monitoring tools operate around-the-clock enabling us to detect and address potential problems before they occur. Managed Services Tailored & flexible service 24x7 Service Desk 24x7 Customer Portal Level 1, 2, 3 support Agreed Service Levels ITIL-based Service Delivery & Service Management Processes Vendor liaison Management reporting Technical Support Level 2 and 3 functional support Incident & Problem Management Liaison with Xerox Global Support Customizations & enhancements Patch management & upgrades Training and mentoring Innovative Solutions Racami leverages the latest technologies to provide our customers with innovative and cost effective solutions such as Infrastructure as a Service (Iaas), Platforms as a Service (PaaS) and private cloud solutions. Our infrastructure hosting services are deployed at Tier #1 data centers. Seamless Transition Racami has developed a proven transition process that minimizes business disruption for your organization ensuring the switch to a new service provider is painless and efficient. TM Application Support Incident & Problem Management Optional proactive database monitoring& management Security administration Performance tuning Capacity planning Data archiving Backup & recovery Database health checks Refreshes, restores & clones Patch management & upgrades

5 Service Onboarding Racami s consulting team implements functionality into the client s environment. We will leverage the knowledge of our project team. There are still some things our Support team need to do to fully on-board a client: Understand the Client s internal support processes (e.g. incident/problem management, change/release management, escalation, etc) Understand relevant Client policies and procedures Integrate Client into Racami s internal support infrastructure and processes Establish remote connectivity Create support documentation Production handover Multiple Racami Support staff will be involved in transition process including Solution Architects, Account Managers, Project Managers, QA Managers, and Developers. Typical Support Lifecycle Start of Support Transition Go Live End of On-site Post Go Live Support 3 Months After Go Live 12 Months After Go Live Support Activity Racami Support Activity Internal Client Knowledge Ongoing Baseline Support Time

6 Service Hours & SLAs Standard Service Hours 8.00am to 5.00pm, Monday-Friday EST, excluding public holidays Service Levels for Incidents & Technical Support Service Levels Priority 1 Priority 2 Priority 3 Priority 4 Acknowledge 1 Hour 2 Hours 8 Hours 16 Hours Response 2 Hours 4 Hours 16 Hours 4 Days Project Assistance Project = non-break-fix work that can be pre-scheduled Resourcing depends on project size with appropriate lead times given

7 Service Options & Fees Support Transition Estimated 3-4 days One-off fee charged on T&M basis at $175.00/hr. Total Estimated Fee $5,250 Ongoing Support - Option One Sample Pricing Fee Priority Level Support $1,250 /mo. Prepaid Support (1st 3 months = 100 hrs/mo) $18,750 /mo. Prepaid Support (next 9 months = 16 hrs/mo) $3,000 /mo. Total Support Fee (1st 3 months) $20,000 /mo. Total Support Fee (Next 9 months) $4,250 /mo. Total Annual Fee $98,250 Ongoing Support - Option Two Sample Pricing Fee Priority Level Support $1,250 /mo Prepaid Support (300 hrs) $56,250 Total Annual Fee $71,250 Notes: 1. Prepaid Support time can be used for any services of support activity. 2. Excess support (beyond Prepaid Support) will be charged on a T&M basis at $ per hour. 3. All rates/fees are exclusive of GST. 4. Further key assumptions detailed in proposal.

8 About Racami, LLC. Founded in 2008, Racami, LLC. is an Atlanta, GA based integration services firm with development offices in Argentina, India, and the Philippines. As a valued partner, Solimar and Racami have worked together to integrate Solimar Systems full suite of solutions as well as many industry leading document technologies into a customizable web dashboard that provides corporations visibility into their workflow processes and operations. TM For more information on CIS, please contact: sales@racami.com Office: Racami LLC. All rights reserved. All trademarks are the property of their respective owners.