eircom Managed ServicesProviding better value for your ICT investment
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Introduction to eircom Managed Services
Achieve the ICT quality business demands
eircom has built Ireland’s most advanced Customer Response Centre, a centre of engineering excellence. The eircom CRC provides a single point of contact for our managed service customers in the event of an incident or event, 24 hours a day. Our CRC engineers use proven ITIL processes to manage customer queries to resolution, which means your service quality is consistent and of a high standard.
eircom Managed Services have achieved the quality standard for IT service management, ISO 20000. This accreditation confirms that the way we provide, manage and service eircom Managed Services has been certified as best in class and that we strive for continuous improvement.
“eircom fully embraced the ‘certification journey’. It was clear from the outset that there was a real commitment to achieving certification to improve service, not just for the ‘standard’. The standard was used as a benchmark, most definitely, but throughout the process, it was clear that the team wished to change the culture of the service delivery organisation. They managed to take the right amount of time to get their processes right, both to ensure adherence to the certification, but always putting the customer first.”
Catherine Howard ISO 20000-1 Certification Specialist
Aligning business and IT has never been more important
Business today moves faster. Customers expect rapid service, business systems need to run 24/7 and there’s a heightened focus on driving efficiencies. With increased pressure on IT teams to enable business change and growth, there’s no time for downtime.
To keep pace with change and the market, organisations are turning to more sophisticated Information and Communications Technology (ICT) solutions. Businesses use ICT to drive productivity and improved customer service, but find themselves challenged by complex solutions that integrate a wide variety of technologies.
Get more from your IT investment
We developed eircom Managed Services to help organisations get better value from their ICT investments. Our customers benefit from a partnership that unites the best technologies with Ireland’s best engineering talent, a team that is experienced in delivering and managing some of the largest ICT projects in the country.
eircom is Ireland’s number one integrator of converged solutions across fixed voice, mobile, data, security and IT infrastructure. Our managed services help reduce cost and improve the reliability of the ICT estate that your productivity depends on, no matter how complex your estate becomes.
eircom Managed Services are easy to scale up or down and they’re available on an operational expenditure basis, so your technology investment is predictable and controlled.
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Contents & quick links
Contents at a glance
Overview of Managed Services Managed Services that drive business value ISO certified eircom AssureNet eircom Managed Security eircom Managed IT Powerful reporting capabilities
Why eircom Managed Services Customers trust eircom Managed Services Meet our team Why choose eircom?
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Overview of eircom Managed Services
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Choosing eircom Managed Services delivers business value by helping you save time and optimise your ICT practices. The scale of eircom’s capabilities and experience, and the integrated service we offer, allow you to partner with confidence while you focus on your core business activities.
Our engineers, ISO-certified processes and industry-leading platforms deliver you reliable network performance, better security and a clear return on your ICT investment:
Leverage our economies of scale. We have •invested in our people, our next generation network and our managed services centre so that you don’t have to.
Free up your IT resources to work •on strategic projects that enhance competitiveness.
Access up-to-date skills including advanced •network management, IT security and virtualisation expertise.
Simplify and modernise IT practices and •infrastructure that may be affecting your productivity and business agility.
Improve your ability to look ahead and •budget for IT, with affordable services on an operational expenditure basis, eliminating the need for capital expenditure.
Managed Networks
Managed ITManaged Services with world-class data centres at the core eircom Managed Services are housed in our network of world-class Irish data centres, resiliently interconnected to ensure consistent availability of critical services. eircom has invested significantly to create Ireland’s largest network of carrier-neutral data centres, with low latency interconnectivity with US, European and UK links.
Managed Networks
Managed Security
Managed IT
Managed services that drive business value
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ISO certified: your guarantee of ICT service quality
Intelligent problem management• capability including root cause analysis, revealing where multiple incidents are connected to a common cause that demands a permanent workaround.
Advanced event correlation• allows faster remediation, avoiding problems of alarm swamping that can delay fault resolution.
Intelligent monitoring • tools, which predict system failure before business disruption occurs. Our proactive fix activity ensures better business continuity.
Automated configuration management •which reduces the risk to your network and supports your compliance objectives.
Integrated reporting and dashboards• allow eircom customers to track activity across their infrastructure and run custom reports from a dedicated portal.
The benefit to your organisation is improved consistency, quality and reliability in the business-critical ICT services you use, and a continuous drive on our part to keep getting better improvements.
View our service transformation video
eircom has achieved the demanding ISO 20000 certification, the quality standard for IT service management. This assures our customers that the eircom Managed Services they rely on are delivered professionally, perform reliably and contribute to the success of their organisations. The certification signifies that the way we service, provide and manage eircom solutions is world-class.
Our ISO accreditation allows our customers to initiate and deepen their ICT partnerships with us in confidence, and see enhanced benefits as the technologies they use become more sophisticated and more business-critical.
Industry-leading processes and technology
We have invested in next generation IT infrastructure management platforms, which are at the heart of our ability to deliver a suite of proactive managed services. Our platforms, together with our expert teams and up-to-date ITIL processes, allow us to maintain the integrity, availability and performance of your business-critical systems. Features include:
Comprehensive Service Desk• capabilities including service request, problem management, change and release management, knowledge management and service level management.
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eircom AssureNet
eircom AssureNet, a managed network service that monitors the availability and performance of your enterprise network, helps you better support your critical business functions. We proactively monitor and resolve incidents on your network, such as hardware or circuit faults, before they impact your operations. By aligning our activities to your business priorities, you can rest assured that the most business-critical issues are addressed quickly and resolved first.
Features
Tailored service designed around your critical •business functions
Network events that impact the business are •prioritised for action
Pro-active service resolves issues before they •cause business disruption
Storage, control and rollback of •configuration files for network devices
Business-relevant reports on network •performance, with drill-down detail
Benefits
Increase stability and predictability of the •network
Reduce IT time spent on diagnostic and fix •activity
Ensure that restoration of business-critical •services is always prioritised
Improve business continuity of critical •activities such as invoicing, contact centre and databases
Keep all stakeholders actively informed •during network incidents
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eircom Managed Security
eircom Managed Security is a SIEM based solution (Security Information & Event Management) that helps you protect your infrastructure and your customers -- an increasing challenge as the network grows busier, threats evolve and compliance requirements change.
eircom Managed Security helps you mitigate risk by offering automated, real-time analysis, compliance reporting, and alerting of security events on your network.
Where authorised, our specialists can act immediately to maintain the security and integrity of your network.
Features
Gain the ability to see into every corner of •your IT estate
Log all telemetry from key IP devices you •nominate
Real-time analysis of security event data •
Advanced SIEM technology intelligently •recognises unusual patterns
Incidents are managed according to •business relevance, using ITIL processes
Expert interpretation and analysis of reports •by our IT security specialists
Benefits
Better protection of your customer data, •brand and reputation
Enhanced corporate Governance, Risk, •Compliance (GRC) activity
Faster, more comprehensive reporting on •network security
Rapid pinpointing of the source of •malicious traffic
Secure, more effective log management 24 •hours a day
Consumption-based pricing model makes •your IT budget more predictable
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eircom Managed IT
eircom Managed IT eliminates the capital expenses required to build and maintain suitable facilities to house mission critical systems. Utilise our world-class data centres and benefit from the high levels of redundancy offered by eircom’s carrier grade facilities and services provided by a 24x7 manned operations bridge. Our Managed IT services are hosted in eircom data centers which have earned ISO 27001 certification, the quality standard for information security management.
Features
Data Centre Services.• Managed carrier-neutral facilities with supporting services to house IT and telecommunications equipment.
Business Cloud / Instant Infrastructure.• Infrastructure as a Service utilises virtualisation to provide processing, memory and storage on demand, based in a secure cloud. Virtualised servers help rationalise your IT estate.
Infrastructure Management.• ITIL compliant active management of eircom or customer-provided IT and networking infrastructure.
Recovery and Resilience Services• address data and application availability strategies.
Desk side and Application Services• support personal computing requirements and business applications on a managed and/or licensed only basis.
Benefits
Eliminate the need to purchase, manage •and upgrade physical hardware
Respond faster to opportunities or risk by •scaling capacity as needed
Achieve better business continuity with real-•time failover when needed
Save time and improve IT service quality by •consolidating vendor relationships
Greater return on investment through better •utilisation and faster time to value
Reduce the cost of deployment and growth •– deploy only the resource you require.
Skilled engineers on site, around-the-clock
With eircom Managed Services, our Customer Response Centre (CRC) engineers become part of your virtual team. Contact the CRC 24 hours a day, where you’ll speak to an engineer who knows your infrastructure and can usually resolve your question on the spot. 95% of all identified incidents are resolved by our Level 1 engineering team. Our knowledge and our ITIL processes are your assurance that incidents will be rapidly acted on and addressed to your satisfaction.
Find out more about our engineers
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Reporting service
eircom’s suite of managed services offers a range of reporting options designed to make it easier for you to measure and report on the performance of your ICT infrastructure. These include dashboards, incident and alarm screens and reporting options that are easy to manage, interpret and share as required.
Self-serve reports are available through a dedicated customer portal. These reports can be customised from a library of templates to meet your specific business requirements.
A monthly performance reporting pack is issued outlining our performance against agreed SLA commitments.
Finally, for customers who require ongoing consultation, an eircom CCIE engineer reviews the capabilities and findings from monthly reports, culminating in a regular face-to-face meeting, with an appropriate plan of action for ongoing improvements and optimisation in your network and ICT infrastructure.
Powerful reporting capabilities
Port Outbound Discar MNS01-hq-6509 [ 6/2 outDiscards=100.00 ( 27-Aug-2012 10:06:30
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Network Dashboards
Type:
! Ann Description Source # Impact Details Last Seen
Open To: Severity: For:now all allFrom: no limit Count: 1
InSight Center Explorer Events Maps Reports Tools Administration Preferences Help
Done
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Status Summary
Views
National WideArea Network 0 0 01 195.7% 0 0N/A 12
Data Centre 0 0 00 0100.0% 0 0N/A 8
International WideArea Network
0 0 01 195.7% 0 0N/A 7
All Devices 0 0 00 095.7% 0 0N/A 2500
ServicesServicestatus Devices
Current Reachability
Open Events
ToolsCritical Severe Minor Major Info Total
Ulster
Connaught
Munster
Leinster
MNS10-letterkenny-bip-dsl
MNS08-sligo-bip-dsl
MNS03-cavan-bip-dsl
MNS04-athlone-bip-dsl
MNS07-galway-bip-dsl
MNS06-limerick-bip-dsl
MNS01-hq-bip-dsl
MNS20-madrid-bip-dsl
MNS05-waterford-bip-dsl
MNS09-cork-bip-dsl
MNS17-warsaw-bip-dsl
MNS18-berlin-bip-dsl
MNS19-paris-bip-dsl
MNS16-london-bip-dsl
MNS15-manchester-bip-dsl
MNS14-glasgow-bip-dsl
MNS13-derry-bip-dsl
MNS02-dundalk-bip-dsl
MNS12-belfast-bip-dsl
MNS01-hq-6509
Si
Port Outbound Discar MNS01-hq-6509 [ 6/2 outDiscards=100.00 ( 27-Aug-2012 10:06:30
Port Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26
Port Outbound Discar MNS01-hq-6509 [ 6/2 inUtil=88.18 (thresho 27-Aug-2012 10:05:26
Port Outbound Discar MNS01-hq-6509 [ 6/2 outDiscards=100.00 ( 27-Aug-2012 10:06:30
Port Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26
Port Outbound Discar MNS01-hq-6509 [ 6/2 inUtil=88.18 (thresho 27-Aug-2012 10:05:26
Port Outbound Discar MNS01-hq-6509 [ 6/2 outDiscards=100.00 ( 27-Aug-2012 10:06:30
Port Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26Port Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26
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Network Dashboards
Type:
! Ann Description Source # Impact Details Last Seen
Open To: Severity: For:now all allFrom: no limit Count: 1
InSight Center Explorer Events Maps Reports Tools Administration Preferences Help
Done
Port Outbound Discar MNS01-hq-6509 [ 6/2 inUtil=88.18 (thresho 27-Aug-2012 10:05:26
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Status Summary
Views
National WideArea Network 0 0 01 195.7% 0 0N/A 12
Data Centre 0 0 00 0100.0% 0 0N/A 8
International WideArea Network
0 0 01 195.7% 0 0N/A 7
All Devices 0 0 00 095.7% 0 0N/A 2500
ServicesServicestatus Devices
Current Reachability
Open Events
ToolsCritical Severe Minor Major Info Total
Ulster
Connaught
Munster
Leinster
MNS10-letterkenny-bip-dsl
MNS08-sligo-bip-dsl
MNS03-cavan-bip-dsl
MNS04-athlone-bip-dsl
MNS07-galway-bip-dsl
MNS06-limerick-bip-dsl
MNS01-hq-bip-dsl
MNS20-madrid-bip-dsl
MNS05-waterford-bip-dsl
MNS09-cork-bip-dsl
MNS17-warsaw-bip-dsl
MNS18-berlin-bip-dsl
MNS19-paris-bip-dsl
MNS16-london-bip-dsl
MNS15-manchester-bip-dsl
MNS14-glasgow-bip-dsl
MNS13-derry-bip-dsl
MNS02-dundalk-bip-dsl
MNS12-belfast-bip-dsl
MNS01-hq-6509
Si
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Network Dashboards InSight Center Explorer Events Maps Reports Tools Administration Preferences Help
mns02-bip-dundalk-reach
mns01-bip-hq
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[5/4] Uplink to MNS_F4_Sw2
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[6/2] Uplink to MNS_F2_Sw1
[6/4] Uplink to MNS_F4_Sw4
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[6/6] GVPN_Router
[6/6] Compaq 1 Rack 2
[8/6] Snap Manager Rack 3
[8/8] Prolient 4 Rack 2
[8/9] Prolient 5 Rack 2
[8/12] MNSDUBFPO1 Rack 2 Management Level: Full (MgmtPort Only Certified: Certified CISCOManufacturer
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Browse Drop Box
Key Metrics
Ports
General Info
Events
No open events (View Event History)
CPU% Memory% Latency (ms)CPU% Latency (ms)
24.8%16% 4 ms
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CPU Utilization% Memory Used%
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ICMP Latency (ms)
ESP 8.65M
17.0M
16.0M
15.0M
14.0M
13.0M
12.0M
11.0M
10.0M
9.00M
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3.00M
2.00M
AH 1.14M
Unknown 227k
smtp 214K
set 33.6k
capwap-data 30.9k
www-http 28.0k
microsoft-ds 9.94k
commplex-main 8.77k
connected 5.19k
Device:
Breakdown:Interface ApplicationHost tion) QOS (All, DSCP, IP Precedence) Protocol Port
Interval: Chart style: Top-N:
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h323gatestat 605
domain 658
vinainstall 1.38k
ICMP 1.59k
snmptrap 1.85k
netbios-ns 2.37k
bb 3.90k
snmp 3.94k
Application Average bps
Flow Analysis
5 minute samples Last 30 minutes Last hour Last 2 hours1 hour samples Last 4 hours Last 8 hours Last 24 hours Last 2 days6 hour samples Last 4 days Last week1 day samples All
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4416
11816
5247
25
257
445
139
17000
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80
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Breakdown:Interface ApplicationHost (All, Source, Destination) QOS (All, DSCP, IP Precedence) Protocol Port
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Selected Filters: [Gi0/1.1] GigabitEthernet0/1.10 on mns01-router-bcy
16998
1806
16996
47159
1984
161
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17002
Port
83.5K
83.5K
61.6K
24.0K
17.1K
15.8K
12.1K
9.17K
8.09K
6.13K
2.78K
2.92K
3.25K
3.30K
3.86K
4.03K
4.62K
5.66K
Average bps
Flow Analysis
Last 4 daysmns01-router-bcy Pie 20 Add to flow dashboard
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Network Dashboards InSight Center Explorer Events Maps Reports Tools Administration Preferences Help
Dashboards - our dashboards have been designed
to provide at a glance views. You can customise your
own dashboards to focus on what is important to
your business.
Incidents & Alarms – our managed services are
designed around your critical business needs. We tailor
and prioritise the service with SLAs that match your
requirements.
Reporting Functionality – having access to the right
knowledge at the right time is critical. With real time
reporting capabilities, you can choose from a library of
existing templates or we can help you tailor reports to
your business requirements.
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Customers trust eircom
AIB selected eircom to provide Managed Communications Services for its operations across Ireland, Northern Ireland and Great Britain. eircom is delivering a portfolio of services to AIB including a 300 site Next Generation Network for delivery of data, voice and video solutions across the three geographies. The next-generation telecommunications network will provide a foundation for the ‘OneAIB’ transformation programme.
“We partnered with eircom because nobody else in Ireland had the technology, the people or the capability to deliver an urgent network upgrade in record time. eircom were absolutely willing to do whatever was required to meet our deadline.”
Andy Johnston, Head of
Telecoms, AIB.
AIB
With an extensive ICT network spanning the Dublin metropolitan area, Dublin City Council and its ICT team manage one of the most dispersed and mission-critical networks in Irish Local Government. Recognising that the most cost-effective and efficient way to manage key network equipment and security services vital to business performance is through a managed services partnership, Dublin City Council chose eircom as its managed services partner.
“All the elements we required were there in the managed service eircom proposed. The relationship between our own team and eircom has proven very productive and we are continuing to realise the cost benefits of the managed services model.”
Brian Curtis, Head of ICT,
Dublin City Council
Dublin City Council
Northern Ireland Civil Service (NICS) is undergoing one of the most exciting periods in its history, with an expansive modernisation and reform programme that includes a 10-year programme of ICT-enabled investment.
The NICS chose eircom Northern Ireland to deliver its mission-critical, managed wide area network, Network NI, a powerful communications platform for the successful delivery of shared services across the public service.
“eircom understands what is important to us now and in the future. By collaborating with us and responding to our needs they have provided us with a fully managed service that makes communication easy for over 20,000 civil servants.”
Northern Ireland Civil Service.
Northern Ireland Civil Service
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Meet our Team
Martin CarrySecurity and Network
Infrastructure Principal
Mark CawleyManaged IT Services Principal
Andrew O’KellyChief Architect
Ronan McCarthyManaged Networks Principal
Jason O ConaillCloud and Data Centre Principal
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eircom prides itself on its engineering capability. Our teams contain highly certified and experienced engineers who specialise in Local Area Networking, Wide Area Networking, Network Security, Data Systems, Voice Systems, Data Centre Infrastructure and Mobile technologies.
Our engineers are accredited with a mix of certifications from our supply partners and non-vendor aligned certifications. In addition, we hold company level partner accreditations (including Cisco Gold partner) and partner awards (including Cisco Partner of the Year).
Our engineering achievements include certifications from Cisco (CCIE, CCSP, CCNA), Fortinet (FCNSP, FCNSA), RSA Security (RSA-CSE), International Information Systems Security Certification Consortium (CISSP), and ISACA (CISA, CRISC).
Did you know?
The eircom 24–7 Customer Response Centre and Customer Network Management Centres are the largest and the most advanced management facilities in the country.
eircom has the largest engineering force in the country with the highest number of partner certifications. eircom has more CCIE certified engineers than any other Irish company and is Cisco Gold Partner of the Year 2012.
Our expert engineers can conduct on-site reviews of your network performance to help you plan your future requirements.
Mary MurphyHead of Customer Response Centre
Allan Rochford Head of Managed Services Centre
Enda DoyleDirector, Assure and Customer Service
Our EngineersLargest engineering force in the country with the highest number of industry partner certifications.
10 years experience.CCIE, CCSP, ENS, NCSSP
13 years experience.CCIE and various IPTaccreditations
5 years experience.CCNA, CCVP.
5 years experience.CCNA, CCNP, CCVP.
2 years experience.CCNA
5 years experience.IP /VoIP.
10 years experience.
21 years experience.Holds various voice accreditations.
10 years experience. CCNP.
15 years experience.CCNA, CPSI, CIPTS.
15 years experience. CCIE.
15 years experience.CCIE, CCNP, CCNA.
22 years experience.
20 years experience.Avaya, Nice, Verint.
10 years experience. CVP.
15 YEARS ExPERIENCE. CCIE, CCNP, CUDS,
18 years experience.Avaya.
eircom AssureNet 25
Highly certified and experienced team
7 years experience.CCIE, CCNP, CCIP, CCSP.
eircom Managed Services 27
Why choose eircom?
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Unrivalled experience delivers benefits for your organisation
Across the island of Ireland, organisations trust eircom to deliver and manage the most complex ICT projects, supported by best-in-class ongoing service.
Some of the largest ICT projects in Ireland are managed by eircom, including Croke Park, Convention Centre Dublin, the Education Network for Northern Ireland (C2K) and AIB’s new managed network.
We have a deep understanding of your communications needs and the required service levels throughout your business. Partnering with eircom for managed ICT services not only provides a robust solution designed and supported by our local, highly qualified team, it also gives you the following:
• Cost benefits: eircom managed services are value-driven solutions. Our objective is to meet your budgetary requirements, add value to your operations and remain flexible to meet your needs as they evolve.
• Better agility and flexibility: Our engineering teams and our core network have supported the changing operations and offerings of our broad customer base throughout the island of Ireland. Our managed solutions extend this flexibility and scalability to your business.
• A proven model: eircom’s managed service and delivery and national operations model has been in existence for a number of years, and is unparalleled.
• Expert programme management: we help organisations during times of significant change in their businesses, with our experienced delivery management team. Our professional planning and implementation methods have already delivered on-time, risk-managed rollouts for some of Ireland’s largest ICT and managed network projects.
“Good account managers not only save me time, which of course saves money, but also they do take on the role of being a trusted advisor to me in their area of specialty. This is a commercial world, and like a lot of people I have to do the same or more this year with fewer resources. It’s vital to find people who are good partners to work with, and that’s what we get from eircom.”
Roger Turner, Senior IT Manager Ireland/EMEA, Microsoft
A unique end-to-end solution
eircom, Ireland’s leading service provider , can offer a total voice and data solution for your business. Our experts can evaluate, design, deliver and manage a complete solutions package tailored to your company’s unique requirements.
Industry experts
Our people are some of the best in the business so you know you’re in good hands. Our voice, data & ICT solutions experts are industry leaders who can provide innovative solutions for your business. Our dedicated account managers deliver a personalised service, and, we have Ireland’s largest specialist team of project managers, architects and engineers. Our longstanding relationships with industry partners like Cisco, Avaya, Siemens and other leading brands mean that we can bring you the very latest technology innovations as and when they happen.
Outstanding service, 24x7x365 At eircom we understand just how important an uninterrupted service is to your business and how essential it is to avoid any downtime, which is why our service team are on call 24 hours a day, 7 days a week, 365 days a year. We offer a range of Business SLAs, providing peace of mind for your business.
Based in Ireland, our highly skilled engineering team is the largest of its kind in the country and has the experience to deal with any issues you may have, quickly and efficiently.
“Our objective is to have a proactive, best in class security infrastructure that will protect our customers’ and our own data. That’s why we chose eircom for our managed security needs. Their expertise covers a wide range of technologies, which allows us to have a single point of contact to address any challenges we might have.”
Mike Costello, IT Infrastructure and Security Manager, Southwestern BPO
“Strategic partnerships in IT are the way of the future and eircom understand that. When we looked at the market we couldn’t see anyone else who could do it. eircom can provide an integrated set of services that’s very difficult to beat.”
John Shaw, CIO, Mainstream Renewable Power
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eircom for Business Technology you can count on
Advise Design Install Monitor Manage
www.eircomforbusiness.ie
Voice Solutions
Mo
bile
Ser
vice
Next Generation Network ConnectivityM
anag
ed S
ecur
ity S
ervi
ce
ICT Equipment Solutions
Managed Network Services
Managed IT
Dat
a C
entr
e Se
rvic
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Unified Communicatio
ns
Conferencing Solutions
Business Broadband
Get in touchTo find out how eircom Managed Services can benefit your business, please contact your eircom account manager or call 1800 400 200.
www.eircomforbusiness.ie