Managed Server Services

SERVER SUPPORT

Daisy Managed Services will support servers no older than 5 years, and will Cin cases where the manufacturers warranty is available) assist in the warranty RMA process with the relevant suppliers. Daisy Managed Services will only support the latest Microsoft operating systems as supported and defined by Microsoft. Out-of-date and unsupportable systems and devices will be highlighted to the customer and will be excluded from the support scope or advised to upgrade to the latest supported version, if possible.

SLA RESPONSE TIMES

Daisy Managed Services will supply all customers with multiple ways of logging incidents and service requests, only service requests received via the following mediums are supported; E-mail to relevant support desk, requests logged via the Daisy Support Manager application and calls to the Daisy Managed Services support line.

All incident and service requests will be allocated a service or incident service nr, this service nr is given to each request or incident and will be used to track the request from inception to closure. All escalations will require a service nr.

PROACTIVE MONITORING

Daisy Managed Services will as part of the proactive monitoring solution deployed on all managed desktops, laptops and servers ensure that critical, security and essential patches from main vendors are applied automatically and with the least disruption to business function.

Daisy Managed Services will apply fixes and patches to common and recurring issues and automatically ensure that issues are resolved with the least user impact. Proactive monitoring and automation provide IT environments with behind-the-scenes maintenance and up-to-date security patching.

QUARTERLY SLA REVIEW & CONSULTATIONS

Daisy Managed Services will provide a quarterly engagement session with the customer around the last quarter's SLA metrics and review any incidents or service requests as per the client's request at this time. Further to providing this SLA session, the technical account manager will advise the customer on any technical improvements and service offerings that might be available to improve customer experience or services.