MANAGED SERVICES FOR THE CLOUD Service management tailored for your needs. Eagle Technologies: Your Managed Services Partner

Transcription

1 Eagle Technologies: Your Managed Services Partner Our Managed Services product range is flexible and fully fledged, with a long track record in providing effective operational support and service desk features to our customers. As more and more of our clients adopt cloud technologies, we ve tailored our Managed Services to cater to a wide range of cloud deployment types. Our Managed Services solution provides highly efficient, specialist operational maintenance and support for IT infrastructure and services, whether they are on-premise, in the cloud or a combination of both. Interested in a Managed Services solution? We work with a wide range of businesses around the country, ensuring that their teams have access to professional, user-friendly IT support, proactive monitoring and specialist assistance where it s required. If you re looking for a proven Managed Services solution, talk to us today. MANAGED SERVICES FOR THE CLOUD Service management tailored for your needs Contact us today to learn more about our Cloud Enablement Services Auckland: 25 Great South Road, Newmarket, Auckland 1051 Phone: (09) Fax: (09) Wellington: Level 5/135 Victoria Street, Te Aro, Wellington 6011 Phone: (04) Fax: (04) etg.innovate@eagle.co.nz Web:

2 Eagle Technology: Your Managed Services Partner Our Managed Services product range is flexible and fully fledged, with a long track record in providing effective operational support and service desk features to our customers. As more and more of our clients adopt cloud technologies, we ve tailored our Managed Services to cater to a wide range of cloud deployment types. Our Managed Services solution provides highly efficient, specialist operational maintenance and support for IT infrastructure and services, whether they are on-premise, in the cloud or a combination of both.

3 Looking for a Managed Services solution? Information Technology plays a fundamental role in most organisations today. However, as the complexity of IT environments increases, many businesses face higher overheads and greater risk in trying to provide support for all of the applications and services they need. Many senior IT executives recognise that, even though they can migrate some workloads to the cloud, that doesn t eliminate the need for responsive operational support. In contrast, as reliance on IT systems grows, the need for disciplined operational support, monitoring and alerting has never been greater. Our Managed Services around operational support and service desk drive the following benefits: Cost efficiency: Delivery of managed operational services and support for less than the cost of providing them internally. Cost transparency: Clear visibility of the actual cost of support IT services within the organisation. Operational efficiency: Access to specialist support for new applications in a more cost effective way. Service quality: Highly disciplined service structures and standards that ensure overall service quality and allow the client s internal IT group to commit to agreed service levels with business units. Targeted support levels: Three support tiers, enabling clients to select the level of operational assistance best suited to their workload. Client focus on business-centric activity: The ability to outsource IT support and focus internal resource on core business activities. COST EFFECTIVE INCREASED EFFICIENCY REDUCED RISK TAILORED SUPPORT QUALITY SERVICE

4 Our Managed Services Products Our Managed Services for the cloud provide: Business as usual (BAU) operational support services. Agreed, measurable service levels. 24 hour monitoring and logging for identified aspects of the managed infrastructure. Operational monitoring and alerting, support, incident management and reporting during standard business days, between 7:30am and 6:00pm. Client authorised response to critical incidents after hours (by agreement, at an established hourly rate). Completely transparent and scalable capacity-based pricing. A fully manned Network Operations Centre. A fully manned Service Desk. An ITIL based approach, including Service Level Management, Availability Management, Capacity Management, Continual Service Improvement, Incident Management, Problem Management and Request Fulfilment. A web portal service to view and open Service Desk logs. Scheduled reporting for visibility over the operational support function. We provide three tiers of support to meet the needs of our customers: BASIC Environment cost monitoring, resource monitoring, alerting, escalation, and simple reporting, combined with the common services provided by our Service Desk and Network Operations Centre. STANDARD Basic Tier, plus deeper performance-related monitoring, escalations to appropriate vendors, proactive problem resolution and a deeper level of reporting. ADVANCED Standard Tier, plus detailed capacity and performance reporting with recommendations, monthly operating system patching, recovery services from backup, proactive problem resolution and custom application monitoring. Snapshot Backup In addition to our three service tiers, we offer a standard snapshot based backup service that backs up the given target daily. Our operations team monitors each backup to ensure it completes, and reporting is provided.

5 Managed Services Key Features SC MMT Basic Standard dvanced Service Desk Access Included Service Desk calls per month per supported server (cumulative per account) Incident management and escalation within SA scalation of incidents to nominated vendor (i.e. application vendor) scalation to agle IS Support (if applicable) eb console to access open service tickets Basic reporting Additional reporting billing breakdown, availability, incident, Service Desk call summary nhanced reporting trend analysis, continual improvement recommendations WS OMT MMT SPPOT Basic Standard dvanced Track AS usage and billing standard alerts for eceeding threshold iaise with AS Operational Support (change notications and incidents) AS Identity and Access anagement (IA) maintenance Billing trend analysis and pre-emptive alerting SS TTC STO C BS Basic Standard dvanced Availability monitoring, tracking and alertingescalation (AS SA.) Simple performance monitoring, and alertingescalation Availability monitoring of target application service (single) erformance monitoring application metrics (transaction response) Optional automatic restart of stopped instance onthly operating system patching Notication and optional application of OS critical security patching Agent-based performance monitoring, tracking and alertingescalation Agent-based monitoring of OS key services, event log, application log, and security log S STO Basic Standard dvanced Availability monitoring, tracking and alertingescalation (AS SA.) Simple capacity monitoring, and alertingescalation Capacity trend analysis, alerting and reporting SPSOT BS BCP P STCOBCT Basic Standard dvanced Daily Snapshot based backup with rolling window with associated reporting (Standard C2) OTIONA * Please note activities subject to Service Management Agreement Terms, conditions and exceptions. Tailored packages and volume discounts available. OTIONA OTIONA

6 Eagle Technologies: Your Managed Services Partner Our Managed Services product range is flexible and fully fledged, with a long track record in providing effective operational support and service desk features to our customers. As more and more of our clients adopt cloud technologies, we ve tailored our Managed Services to cater to a wide range of cloud deployment types. Our Managed Services solution provides highly efficient, specialist operational maintenance and support for IT infrastructure and services, whether they are on-premise, in the cloud or a combination of both. Interested in a Managed Services solution? We work with a wide range of businesses around the country, ensuring that their teams have access to professional, user-friendly IT support, proactive monitoring and specialist assistance where it s required. If you re looking for a proven Managed Services solution, talk to us today. MANAGED SERVICES FOR THE CLOUD Service management tailored for your needs Contact us today to learn more about our Cloud Enablement Services Auckland: 25 Great South Road, Newmarket, Auckland 1051 Phone: (09) Fax: (09) Wellington: Level 5/135 Victoria Street, Te Aro, Wellington 6011 Phone: (04) Fax: (04) etg.innovate@eagle.co.nz Web: