MANAGED SERVICES

THE CORE MANAGED SERVICE

SERVICE PREMIUM STANDARD
Service Delivery Manager ✔️ ✔️
Automatic Ticket Generation in Simplify IT ITSM Toolset 1 ✔️ ✔️
Up / Down Monitoring ✔️ ✔️
Incident Management ✔️ ✔️
Change Management 36 Per Annum 12 Per Annum
Vulnerability Hotfix Patching ✔️ ✔️

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.

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.

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.

NOW THAT YOU'VE SEEN OUR CORE SERVICE, HOW ABOUT...

MANAGED FIREWALL

As a managed security service provider (MSSP) we can monitor your network on an ongoing basis, providing regular feedback, reports and analysis regarding the safety and status of it.

MANAGED FIREWALL

MANAGED NETAPP

As NetApp experts, we can fully manage your NetApp estate for you, including 24/7 monitoring, incident resolution, recovery and diagnosis, backup, patching, security and more besides.

OPTIMISED NETAPP

MANAGED ENDPOINT

All devices on your networks are threat vectors that need to be properly configured, patched and monitored. If this is a task that you'd prefer to outsource, this service is for you.

MANAGED ENDPOINT

WHAT CORNEY & BARROW SAID:

“Simplify IT provide excellent support services to Corney & Barrow, highly experienced technical staff, managing hardware roll out projects with minimum impact to the business, upgrades to existing technology, always available to provide support, sometimes out of normal business hours. 


They act as part of the C&B IT team”


Head of IT - Corney & Barrow


ASK ABOUT MANAGED SERVICES FROM SIMPLIFY IT

If you need Managed Services - including our core service and / or with any number of bolt-on services like Managed Firewall, Monitoring and Alerting, NetApp storage and more, get in touch today for a chat.


Just pop some details into the form opposite, give us a call, or drop us an email.


Phone: 0345 1243 441

Email: sales@simplifyit.co.uk

Request a call back

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