SunSystems : Managed Services March 2011
Why consider a managed service..? SunSystems is a flexible, feature rich product which, if managed and supported correctly, delivers significant business benefits including an impressive return on investment. However, those benefits are quickly eroded if the system becomes unreliable or fragile. To get the best from SunSystems, it is impera ve that those responsible for support have detailed knowledge of Microso technologies on which SunSystems depends such as Windows Server 2008 R2 and SQL Server 2008 R2. Equally important is a dependable service level agreement which provides guaranteed fix mes and problem escala on when necessary. Most internal IT departments have the capability to deliver a wide range of general support, but lack the indepth exper se required to effec vely support complex applica ons like SunSystems. Insite solves this problem and manages business risk by providing a cost effec ve managed service which includes the features detailed below. Managed Service Scope Insite Insite provides expert support and management of items highlighted in purple in the diagram below; SunSystems + Vision Q&A SQL Server 2008 R2 Office 2010 Remote Desktop Services Windows Server 2008 R2 High Availabil y Ac ve Directory Connec vity Remote Access Hardware Benefits of a managed service Clients have peace of mind and can concentrate on their core business as Insite takes total responsibility for the availability & delivery of SunSystems Clients have access to a team of experienced specialists ensuring that IT personnel never become a bo leneck Insite delivers all on-going support including patch management, an -virus updates and SQL database administra on Flexible IT Services. Delivered.
High availability Internet connec vity SunSystems can be securely accessed using the Internet or a private wide area network. Non-stop Internet access is ensured by; Cisco Intrusion Detec on Sensors protect against complex a acks, automa cally killing connec ons if suspicious ac vity is detected High performance, mul -homed Internet connec ons from two different Internet Service Providers Clustered EAL-4 firewalls provide enterprise class protec on of all infrastructure under management Clustered AEP Ne lla pla orms provide secure browser based access to Citrix or Terminal Server desktops from any loca on with an Internet connec on Key features Secure, always on infrastructure Insite deploys SunSystems and Vision Q&A using high availability infrastructure with no single points of failure. This allows us to guarantee applica on availability of >99.95%. 24 x 7 con nuous monitoring & aler ng Insite uses sophis cated so ware to con nuously monitor the health of SunSystems infrastructure. This facilitates pro-ac ve support which greatly enhances system up me. When an alert is raised it is forwarded to our 24 x 7 service desk which takes appropriate ac on. Service level agreement The managed service is governed by a stringent Service Level Agreement (SLA) which specifies response and fix mes for support issues. As importantly, Insite guarantees >99.95% availability for SunSystems; if we fail to achieve this figure service credits apply. Patch management Insite takes responsibility for applying firmware updates, hot fixes, security updates and service packs to the SunSystems infrastructure within a maintenance window agreed in advance with the client. Change Management Insite takes responsibility for all changes to the SunSystems infrastructure. Insite uses ITIL best prac ce to ensure that changes are made in a controlled way to minimise the risk of business disrup on. Change Requests are authorised by both par es and include a regression path. Business ready support Insite s experienced support team undertake daily administra on & on-going support of SunSystems infrastructure - with mul ple infrastructures under management, our service is second to none. Cri cal faults are diagnosed and resolved 24 x 5 to ensure SunSystems is always available at the start of every working day. Cover for all other fault priori es is provided between 08.00 & 18.00 Monday to Friday, excluding public holidays. Backups Insite takes full responsibility for data backups. In addi on, our SQL Server Database Administrators ensure that best prac ce maintenance plans are always in place to op mise the performance of SunSystems. Capacity planning Insite undertakes capacity planning twice per annum. A report is submi ed which includes current u lisa on, available capacity and recommenda ons for enhancements & upgrades. ISO accredita ons Insite has been independently audited and holds ISO 27001 & ISO 20000 accredita on. These interna onal standards demonstrate that Insite is an expert in secure data management (ISO 27001) and IT service delivery (ISO 20000). Data Centre SunSystems infrastructure is located in a secure, purpose built, type 3 data centre. A detailed data centre overview is available on request.
Insite: A bespoke mid-market service Service level agreement Proac ve support Insite guarantees applica on availability of >99.95% over a rolling three months period. If we fail to achieve this figure service credits apply. Reac ve support The response & fix mes for support calls are detailed below; Priority Defini on Response Time Total Fix Time CRITICAL (P1) Complete applica on failure or major disrup on to normal business opera ons 1 Hour 4 Hour HIGH (P2) Par al applica on failure or a fault which effects all users at a single loca on causing significant disrup on to business opera ons 2 Hour 6 Hour MEDIUM (P3) A fault that effects a workgroup with li le effect on normal business opera ons 4 Hour 10 Hour LOW (P4) A fault that effects individual users that does not have any impact on normal business opera ons 8 Hour 16 Hour In addi on to the call priori es above a Quick Assist call category provides 15 minutes response and 30 minutes fix me for calls that can be resolved quickly such as rese ng passwords and thin client sessions.
Company overview Established in 1994, Insite is an IT Service Provider which helps clients achieve their business goals through the adop on of fit-for-purpose IT. Insite s business model focuses on the SME marketplace and is based on the quality of client engagements, not the quan ty. Insite has been implemen ng and suppor ng SunSystems infrastructure since 2001. We currently provide SunSystems managed services, including secure infrastructure hos ng for; Czarnikow Group Gulfsands Petroleum MGPA (UK) Limited Racing Post Voluntary Services Overseas Insite specialises in transforma onal outsourcing, with proven exper se in iden fying IT shor alls, making IT fit-for-purpose and leveraging technologies which save money or improve efficiency. Insite owns and operates a type 3 data centre in Tunbridge Wells and co-locates with Tata Communica ons for clients with global networking requirements. Tata Communica ons has one of the largest global networks in the world, with a strong presence in Africa, America, Asia Pacific, Australia, China, Europe, India and the Middle East. Insite is a successful, privately held company. This allows us to plan for the long term and invest in high quality exper se, facili es and resources. Insite is an ISO 20000 and ISO 27001 accredited company. Insite is a Microso Cer fied Gold Partner and a VMware Enterprise Reseller. Insite is an agile business with an excep onal pool of technical talent. We are passionate about what we do and take the utmost care of our clients. Most importantly, we do not suffer from the apathy normally associated with our peer group.
www.insite-europe.co.uk Customer Support +44 (0)1892 686 000 E-Mail enquiries@insite-europe.co.uk Postal Address Unit 21, Chapman Way, Tunbridge Wells, TN2 3EF Customer Tes monials Our IT infrastructure was crea ng business issues, which were affec ng our users worldwide. Insite took the me to understand our business, stabilised our infrastructure and dras cally improved service levels. Insite is now trusted to provide around the clock second & third line support for our global users. Toby Osborne Financial Director GLL is the largest operator of public sports and leisure facili es within London, managing over 65 centres across the region. Our services operate seven days a week and have 20 million visits per annum, so we need IT services that are responsive and robust. Our chosen partner is Insite and they have been an important and trusted part of our business con nuity and success. Peter Bundey - Deputy Managing Director Insite provides mission cri cal support & hosts our core business applica on, Microso Dynamics AX. We have a great working rela onship with the Insite team and trust them to ensure the applica on is always available Barry Robinson - IT Director Registered office: Insite Limited, Unit 21, Chapman Way, Tunbridge Wells, TN2 3EF Insite is a company registered in England and Wales. Company number: 02899725 VAT no: 621 8214 67