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Service Management Packages   

The Service Management Package provides flexible, ongoing service management to customers.

Service Management is a support model for managed hosting, colocation and cloud clients that provides additional levels of support, proactive consultation, and technical service to customers beyond what is offered with standard services.

Service Management is a multi-tiered approach that includes a number of options and brings a named team of business & technology advisors together who understand a client’s business & technology needs and act an extension of their internal IT by offering strategic advice, planning & execution assistance.

Service Management plans focus on six main coverage areas:

  • Customer Enablement – customized reporting, ASPs and processes.
  • Lifecycle Management – ongoing project management and reporting, business planning, Runbook and SLA reporting.
  • Change Management – change advisement and assessments, risk identification and impact analysis.
  • Architecture Design – consultation, optimization and reporting; resiliency and consolidation guidance.
  • Web Application Services – configuration, monitoring and capacity management.
  • Technical Support – from basic to specialised subject matter expertise.

Service Management packages are available as part of a client’s annual plan, billed on a monthly basis. Clients can choose the level of support you required based on an estimate of monthly hours, ranging from 8–360 hours a month.


Features

  • Proactive account monitoring, reporting and analysis to ensure maximum IT efficiency.

  • Strategic planning and insights from industry and application experts.

  • Personalized support from designated teams with deep knowledge of your unique environment.

  • Customised service deliverables based on your requirements.


Use Cases

  • For clients that require continuous hands-on assistance with business, hardware, software, scale, security, network or growth requirements.

  • Service Management brings a level of governance and consistency to your account that is unparalleled.


Service Level Agreement

Not applicable.


service guide

category

Managed Hosting

geographic availability

Australia, Canada, China, Germany, Hong Kong, India, Japan, Singapore, United Kingdom, United States