Our Managed Services team operates a 24/7 service desk, and will provide a support package tailored to your specific organisational requirements. We have worked with a number of clients to provide support for digital platforms post-launch ensuring their security, stability and availability. We can offer a range of services including monitoring, business hours support, 24/7 support and enhanced cover for special events that require real-time support.
Whether you need a light touch safety net to ensure your site is always up and running, or a dedicated team that manage every aspect of your site’s performance and stability, we can develop a support package that meets your individual organisational needs. Our team will work closely with you to identify your support requirements and plan your on-boarding process to ensure that every detail is covered. You will be given your own service ‘champions’ who will know your systems inside and out, building a comprehensive knowledge base and ensuring strong ownership to deliver the best results. Your Service Manager will be your first point of contact for all requests and triage issues to provide clear descriptions of root causes, resolution steps and schedules for implementation.
For all managed services clients, we will always draw up a service level agreement, to provide an additional level of assurance to guarantee response times for support requests based on severity and business impact. This also provides greater flexibility to reallocate resource as required to investigate and resolve any issues that arise.
Retainer services can include:
- Bug fixes and issue resolution.
- Minor editing / enhancements of code, functionality, scripting etc.
- OS and application patching.
- Updating site content on existing web pages such as date changes, telephone number changes, email contact amendments, revised text etc.
- Incorporation of additional content for existing pages such as new photographs, new text etc. or uploading material supplied from other sources (either in house or externally produced).
- Answering customer questions / comments about the website.
We also use issue tracking and incident response systems to ensure that any problem is identified, reported and dealt with in a timely manner. These records are available to both us and you, to ensure transparency and adherence to the SLA.
This support is available to any client, on all our key technologies; Kentico, Umbraco, Drupal and Magento. Simply get in touch with one of our consultants and we can put together the managed services agreement that’s right for you.