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Managed Services
True Managed Services
What’s the Difference?Monitoring
• Software sits on customer network and “watches”
• Software alerts based on pre-defined list of attributes
• Issues presented to client and if need be, truck is rolled to resolve issue.
• Priority Queue• Smaller MSPs
Management
• Software sits on customer network and “watches”
• Software alerts based on pre-defined list of attributes
• Issues are handled by 3rd party helpdesk
• Client receives reports • Upgrades recommended at
time of failure• Most MSPs
ProServ
• Systems watch customer environments
• System alerts based on pre-defined list of attributes
• System attempts to resolve issue without any interaction
• 3rd Party handles reactive, then creates plan to completely alleviate issue in future
• 3 Year technology plan with budgeting and quarterly meetings
True Managed Services
How We Stand Out
• Dedicate 10x more internal resources to proactive than reactive support
• Automated tools manage systems and fixes• Internally developed management system • Close 800x more proactive tickets than reactive• 1/3 The cost of larger MSPs• 25% of all profits go to improving systems• Managed based on SLA• NO CONTRACT
The Modern Office
Maintenance Services
Maintenance Services
• RoomServ Extended Warranty/Maintenance
Maintenance Services
• Fixed cost service plan• Purchased with
equipment– Also available for
equipment outside of the manufacturer warranty period
• Features:• Phone Support & Trouble Shooting
(Tier 1)• Onsite Support (Tier 2)• Priority Service Level• Travel Time/Mileage• Warranty Management
• Returns processing
• Equipment Repair or Replacement• Equipment Removal & Reinstallation
• Benefits:• Budgeting simplicity• Removes risk of unforeseen service
expenses• Single point of contact• Peace of mind
Maintenance Services
RoomServ vs. Manufacturer WarrantyService Description Manufacturer RoomServ
Phone Support X* X
On-Site Service X
Equipment Removal X
Equipment Repair/Replacement X* X
Service Parts Coverage X* X
Equipment Reinstallation X
Travel Time/Mileage X
Fixed Cost Service X
* Limited Coverage – while under manufacturer warranty.
Maintenance Services
RoomServ vs. Time & MaterialsSERVICE DESCRIPTION RoomServ TIME & MATERIALEmergency Response Time 4 Business Hours Best Effort
Non-Emergency Response Time 8 Business Hours 3-5 Business Days
Maintenance Coverage Hours Standard Business Hours Standard Business Hours
No Trouble Found & Operator Error Service Calls $50 Billable
Service Parts Coverage No Charge Billable
Replacement of Defective Equipment No Charge Billable
StayBrite Preventative Maintenance Optional Billable
Software/Firmware Patches No Charge Billable
Trip/Mileage Charges No Charge Billable
Hot Spare Equipment Optional Not Covered
User and/or Administrator Training Billable Billable
Acts of God (Secondary System Coverage) Not Covered Not Covered
Remote Programming Billable Billable
Maintenance Services
StayBrite Preventative Maintenance
Maintenance Services
• Preventative maintenance• Conducted to keep
equipment working• Extends the life of
equipment• Ensures greater return on
investment
• Features:• Scheduled during seasonal breaks• Onsite Service• Testing and trouble shooting• Detailed report of findings by room
• Equipment make/model/type• Problems discovered• Required service, parts, and pricing
• Benefits:• Identify problems prior to peak
need• Decreased service expenses• Increased utilization• Increased return on investment• Peace of mind
Maintenance Services
• Discovery– Scheduled meeting w/ customer– Determine goals– Facilities walk-through– Document initial findings
• Provide Scope of Work– Scheduled meeting w/ customer– Detailed project plan & pricing– Success Criteria
• Schedule Services & Resources– Create project schedule w/ customer– Project Manager provides SPOC
StayBrite Preventative Maintenance Process • Perform StayBrite Services
• Clean equipment• Power on and test equipment• Inspect components and connectivity• Adjust settings, realign, perform basic
fixes• Identify and document findings
• Project Review• Scheduled meeting w/
customer• Provide final documentation
• Gap Analysis by room• Proposed remediation and pricing
Maintenance Services
Volume Service Purchase Agreement
Maintenance Services
• Provides customers a flexible service umbrella that lowers long term labor expenses.
• Customers who purchase VSPA’s receive preferred service status and savings based on advanced payment.
• Features:• Phone Support & Trouble Shooting (Tier 1)• Onsite Support (Tier 2)• Priority Service Level• Warranty Management
• Returns processing
• Equipment Removal• Equipment Reinstallation
• Benefits:• Lowers service labor expenses• Decreases administrative burden• Single point of contact• Does not expire until service hours are used• Peace of mind
C-it
Thank You
(888)834-9711
www.c-it.cc
211 Breighton Drive, Unit 8Shelbyville, KY 40065