Solution Support Contract

Transcription

1 Solution Support Contract Flexible, Reliable, Accessible Application Managed Service Provider Call:

2 Business Challenges To be successful in today s economy a business must focus on its core products and services. Businesses must be able to react quickly to market conditions, competitive threats and opportunities when they arise. The challenge facing IT is to support the goals of the business and deliver a cost effective infrastructure on which processes, applications and software can flow uninterrupted. Businesses must not be constrained by technology, capacity, resources and skill and those working in IT must be able to address all of these challenges in an increasingly complex world. Solution Support Contracts CSI s Solution Support Contracts are designed to give the IT team the knowledge to deliver what the business needs in an efficient and accessible format. The Solution Support Contract has the benefit of a flexible approach to accessing skilled resources at short notice when required, and the advantage of providing additional support services that enhance those available through the manufacturer or software provider. The Solution Support Contracts are delivered by CSI s Customer Services Centre based in the UK, and CSI s Customer Service Teams. Through this combination the customer has access to highly skilled professionals on a 24 x 7 basis. Application Managed Service Provider Call: info@csiltd.co.uk

3 What are CSI s Solution Support Contracts? CSI s Solution Support Contract is a service level agreement that guarantees access to CSI s skilled resources in our core solution areas. This can be on site or remotely through CSI s Customer Service Centre. With the option of 24 x 7 cover, CSI s Solution Support Contract complements and enhances the standard warranty or maintenance contract from our partners including IBM, HP and SAP. Support Levels CSI s Solution Support Contracts offer three support levels Standard, Extended and Enhanced. STANDARD Cost effective entry level Business Hours support only Not intended for critical systems EXTENDED As STANDARD plus Double number of calls and on-site time Service Delivery Manager (SDM) Health Check ENHANCED As EXTENDED plus Double number of calls and on-site time 24x7 for Priority 1 issues SDM Monthly Reviews STANDARD EXTENDED ENHANCED Number of Support Calls Number of On-Site Days Coverage 9-5 Weekdays 9-5 Weekdays 9-5 Weekdays Customer Service Centre Service Delivery Manager SLA Health Check x x KPI Reporting Basic Automated Automated Automated Quarterly Review Monthly Review CSI s Solution Support Contract can be used for to enhance or replace existing support teams by providing flexible services including: Technical Support and troubleshooting 24x7 Technical consultancy, architecture and design services Application Software development, change requests, enhancement and maintenance Basis Support

4 Support is provided for our Core solution areas including: Smart Analytics Smart Commerce Smart Infrastructure Business Objects WebSphere Commerce Network Lumira MDM Operating Systems SAP BI Smart Integration Data Management & Security Cognos IBM WebSphere Database Technology Smart Business Smart Infrastructure Microsoft SAP Applications Servers Zebra Mobile SAP Development Storage Motorola Mobile Customer Services Centre CSI s Solution Support Contracts are managed by the Customer Services Centre located near Birmingham. Activation and management of the SLA or request for resources through the contract is managed by a single point of contact in the Customer Services Centre. The Customer Services Centre operates a 24 x 7 window with access to dedicated skilled and experienced resources, either to provide 1st level technical support or management of a request for resources under the agreement. Requests for support or resources are made either by telephone, or through an online portal. The Customer Services Centre provides the following management services as standard for each Smart solution. First line technical support Service management Incident management Resource request management Warranty management Change request management Documentation management Application Managed Service Provider

5 Application Managed Service Provider The Benefits of CSI s Solution Support Contracts CSI s Solution Support Contracts allow businesses to operate and maintain their IT infrastructure and core software applications effectively and efficiently. They help IT to support the business objectives of focussing on what s important to them and their customers. The Solution Support Contract is the solution to customers gaining access to highly skilled resources at anytime without having to employ the people themselves. This means reducing employment costs and improving the responsiveness of the IT team. CSI s technical and consultancy resources are the highest calibre professionals and the range of skills covers all major applications and products. The contract gives a customer access to a level of qualified, experienced and accredited resources it could not normally afford. Solution Support Contracts are a flexible combination of support management from the Customer Services Centre, technical support by UK based staff and onsite consultancy. Each agreement can be tailored to a customer s specific requirement which means the customer can design a service that fits their individual business needs. The contract provides an enhancement to those services delivered by the manufacturer by providing a range of management services as standard and additional technical support. This means the customer can get better value for money from both warranty and maintenance agreements and improve speed to fix times. The Solution Support Contracts are commercially competitive which means that our customers are benefitting from access to better resources at a lower cost than can be achieved internally. IBM & SAP Integration CSI is uniquely positioned to support customers that need to integrate IBM and SAP applications. As an award winning IBM integration partner with expertise and experience in delivering IBM s Enterprise Application Integration Solutions including WebSphere Enterprise Server, Application Server, Portal, Business Process Management and InfoSphere MDM server for PIM. We have all the development and project management skills needed to deliver complex systems integration projects. Taken together with our SAP consultancy, development and integration expertise CSI is one of only a handful of world class businesses in the UK that is qualified to deliver SAP and IBM systems integration projects. CSI is one of the UK s leading business systems integrators with a proven track record in designing, delivering and supporting integrated business solutions, to a wide range of organisations. Call: info@csiltd.co.uk

6 Glasgow Office 69 Buchanan Street Glasgow, UK G1 3HL Tel: +44 (0) Leeds Office Mayesbrook House, Lawnswood Business Park, Redvers Close, Leeds, West Yorkshire. LS16 6QY Tel: +44 (0) Nottingham Office Newstead House, Lake View Drive, Sherwood Park, Annesley, Nottingham. NG15 0DT Tel: +44 (0) Staines Office Centurion House, London Road, Staines. TW18 4AX Tel: +44 (0) opt. 4 Customer Service Centre Garden Suites 1&2, Coleshill Manor, South Drive, Coleshill. B46 1DL Tel: +44 (0)