Managed User Services

Our Managed User Service includes proactive monitoring, maintenance and support for your desktop and laptop users. Including managed Anti-Virus, patch management and 3rd party updates. The Managed User Service includes SLA measured request and incident response, including remote assistance for users as standard and on-site assistance if required. 3 Options are available to support all business needs and requirements.

REMOTE & ON-SITE SUPPORT
Daisy Managed Services will endeavour to resolve all requests remotely, in the instances where issues or requests are unable to be resolved remotely, an on-site appointment will be scheduled. Silver tier SLA customers will require an additional call-out quote to be accepted to action the on-site support request, Gold and Platinum tier SLA customers will not be charged for call-outs or on-site requirements.

LAPTOPS, DESKTOPS & PORTABLE DEVICES
Daisy Managed Services will support all laptops, desktops and portable devices no older than 5 years, and will in cases where 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 Out-of-date and unsupportable systems and devices will be highlighted to the customer and will be excluded from the support scope or advised to upgrade to the latest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 least disruption to business function.
Daisy Managed Services will apply fixes and patches to common and reoccurring issues and automatically ensure that issues are resolved with least user impact. Proactive monitoring and automation provides IT environments with behind-the-scenes maintenance and up-to-date security patching.

OFFICE & MICROSOFT 365 SUPPORT
Daisy Managed Services will provide support to users on their M365 or O365 subscriptions and applications within their relevant Microsoft application subscription. Daisy Managed Services will ensure that the customer’s Microsoft subscription meets a compliance and security standards as defined in the initial engagement session. Migrations to and from MS365 are included in the Platinum service SLA, on Gold and Silver the migration costs will be costed separately.

QUARTERLY SLA REVIEW & CONSULTATION
Daisy Managed Services will provide a quarterly engagement session with the customer around the last quarters SLA metrics and review any incidents or service requests as per the clients 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.