SERVICE DELIVERY MANAGER

Core to the managed services offering is a dedicated service delivery manager. They are responsible for overseeing the delivery and ongoing support of services and ensuring that each service is delivered on time and is sucessful throughout the duration of the contract. The service delivery manager can be leaned on for all customer queries and are the first point of call for escalation should issues arise.

AUTOMATIC TICKET GENERATION IN ITSM

Tickets will be automatically logged into Simplify IT’s ITSM toolset, customers are then granted portal access to review logged tickets and if required log manual tickets for specific issues or requests.

UP / DOWN MONITORING

All systems under a managed contract will be monitored and will automatically generate tickets on failure or disconnect.

REMOTE CONFIGURATION BACKUP AND RESTORE

All systems are automatically backed up on a daily schedule. Backups are held in Simplify IT provided repositories held within a Simplify IT provided virtual appliance. Simplify IT work with you to ensure the appliance is installed and configured as part of the service install. Configuration repositories are replicated to a second offsite location.

HARDWARE REPLACEMENT

Upon failure of the system, Simplify IT will ensure that the provided hardware is shipped to site under a next business day agreement. The replacement system is swapped with the original unit and its configuration restored from the latest backup. Simplify IT perform these actions either remotely or on-site, depending on the system failure and the availability of your environment. The Cost of returns of the original unit back to base are covered within the agreement.

INCIDENT MANAGEMENT

Service down or configuration issues which are causing disruption to the service under contract are deemed “incident”. Issues that relate to interdependent services, i.e., LDAP config issues being caused by invalid certificates issued within Active Directory, or changes to the base configuration, i.e., enablement of additional feature sets following the completed installation of the service, are not covered under contract and will require consumption of an umbrella, pre-paid consultancy services contract. 

Ask your Simplify Technology Group Account Manager about this if it’s something you feel you may need.

CHANGE MANAGEMENT

Managed service customers will have access to a customer portal to generate tickets for scheduled changes. Additions or modifications are capped at a set change rate per annum depending on the contract type. Additional changes beyond this cap are covered under pre-purchased umbrella or consultancy services contracts. 

• Standard = 12 changes per annum 
• Premium = 36 changes per annum 

Exemptions to the cap include necessary follow-on activities within the core service.

• Simplify IT managed projects which require changes as part of the installation. These activities are logged under the project contract and are therefore exempt from change quotas.
  

VULNERABILITY HOTFIX PATCHING

Patching of known exploits and vulnerabilities are included. Simplify IT will proactively monitor for exploits relating to the systems under cover and will notify customers of any publicly known exploits that relate to systems under contract. A ticket will be generated for these activities for auditing purposes, service delivery managers will reach out to schedule the upgrade in-line with customer control processes.

HEALTH CHECKS

Includes two remote health checks a year. Service delivery managers will schedule health checks which may identify areas for improvement. Action plans will be formed as an output of each health check and implementation dates agreed. Changes as part of action plans are covered under the default service contract.