bluesource - managed it services

Although care has been taken to ensure that the information in this document is correct at today’s date, no warranty, representation or other statement is given as to its accuracy. UK.07.15

Managed ITServicesTake the hassle out of the day-to-day. Everyday.

Day to day IT administration tasks can sometimes seem endless, distracting your staff from strategic business projects and tying up your resources.

bluesource Managed IT Services will help refocus your staff where they’re most needed. As an expert extensionof your IT team we free up your time, fi ne tune and even evolve your systems, making every day a trouble free day.

bluesourceManaged Services

www.bluesource.co.uk

bluesource Managed Services

Replace IT fire fighting with experienced system management

The maintenance and administration of your Information Management, Collaboration and Communication platforms is integral to the functioning of your business, but can often get side-lined in favour of other business demands.

Partnering with an experienced Managed Services provider like bluesource can address all these challenges and more. Saving you time, money and reducing risk, Managed Services by bluesource gives you the peace of mind of knowing that your Information Management, Collaboration and Communication systems are in the best possible hands.

Our tiered support and management packages are tailored to the characteristics and needs of different systems, giving you true flexibility. You can choose from having a engineer available for reactive support calls or a proactive Managed IT Service where we not only manage the system but optimise it to its full potential.

The Benefits • Potentially disruptive issues identified, assessed and addressed • The comfort of 24 x 7 x 365 support • A 99.9% availability guarantee and financially backed Service Level Agreements• Access to expert resources and highly experienced technicians as an extension of your team• Flexible support options for on-premises, cloud or hybrid solutions• Predictable operating costs to help business operate and plan expenditure• Adherence to ITIL framework and ISO27001: 2013 standards • Harness bluesource’s economies of scale by getting access to engineers at a fraction of the cost• Receive strategic guidance on evolving your systems• Improved business productivity by enabling innovative business technologies faster• Time freed up to focus on business critical projects while we look after the day-to-day• The versatility to add or change what we manage as needed



Flexible options for managing critical systems

We’ve built one of the industry’s most flexible, robust and capable Service Management Centres and made it our business to know Information Management, Collaboration and Communications platforms inside out. Our team of experts are always available when you need them: 24 x 7 x 365.

Whatever you need, and wherever you choose to host your systems, our commitment to you remains the same: exceptional service you can rely on.

Bronze & Silver PackagesReactive Support • Bronze remote technical support

services provide expert support 8am to 6pm, 7 days a week with a Service Level Agreement ensuring that a bluesource engineer is actively working on Priority 1 Support calls within 1 hour of being logged.

• Silver remote technical support services provide expert support 24 hours a day, 7 days a week with a Service Level Agreement ensuring that a bluesource engineer is actively working on Priority 1 Support calls within 15 minutes of being logged.

bluesource’s Bronze and Silver packages deliver remote technical support which provides the confidence that any problems with your application technology will be fixed upon escalation to our team.

Our Service Management Centre will assess, prioritise and work to resolve any issues commencing with our 1st Contact team and escalating to 2nd / 3rd line or 4th line engineers as appropriate.



Platinum Package Proactive Managed IT Service • Quarterly Service Review

and Annual Health Check We provide a quarterly service review and annual Health Check which allows you to identify and plan for certain upgrades based on how critical they are to your organisation and available budget. • Service Delivery Manager You will get access to a Service Delivery Manager who will become a representative of your organisation within the bluesource Global Service Centre, they will ensure that the BAU services are delivered by bluesource at a consistently high standard.

• Availability SLA Enjoy complete peace of mind with our industry-leading Service Level Agreements, covering system availability and time-to- action support.

• Service Credits In the unlikely event we don’t deliver on our commitments as part of our Service Level Agreements, we offer service credits as compensation.

Gold Package Proactive Managed IT Service

• Remote Technical Support Our remote technical support services mean you always have an expert on hand, 24 hours a day, 7 days a week. Our Service Level Agreement ensures that a bluesource engineer is actively working on Priority 1 Support calls within 15 minutes of being logged. • Application Monitoring Our industry leading proactive Remote Management Tools keeps your estate healthy now and in the future by accurately predicting capacity needs and identifying configuration faults.

• Application & OS Management Benefit from active management, best practice guidance and 24 x 7 support for your server

environments; complete with monitoring, provisioning, patching and fault resolution. • Monthly Service Management Reports Keep tabs on the health of your environment and plan for future upgrades with monthly service management reports as well as annual system reviews and Health Checks.

• Change Management Using the ITIL framework, we can help you minimise the risk of change by evaluating the technical steps involved in the change, assessing the impact and having a detailed rollback plan.

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Choose Platinum Level Managed Services to receive all the benefits from the Gold package plus:

Choose Gold level Managed Services by bluesource and benefit from:



Choose which technologies you need managed by the experts

Microsoft Exchange bluesource’s proactive Exchange managed services ensure maximum uptime and minimum service disruption for your email message environment. Our around-the-clock monitoring and support is among the most in-depth available, covering all elements of the Exchange messaging stack and delivering a truly enterprise-class service.

Our unique service approach evaluates dozens of metrics to ensure the health of your service including full application monitoring of Error and Warning Logs, Databases, Exchange Roles, Application Services, Mail Queues and Mail Routing. We also continually assess underlying infrastructure performance counters such as CPU, Memory and Capacity to ensure optimum system performance.

Symantec Enterprise Vaultbluesource offer a complete monitoring and management solution for your Symantec Enterprise Vault solution. Our engineers become an expert extension to your internal team goaled at ensuring your staff have uninterrupted access to archived information, whilst advising on archive policies, retention and expiration strategies to best suit your business. We monitor critical events and errors and check over 100 data indicators to maintain system health and optimal archive rates. As required our team also upgrade Enterprise Vault releases and apply hotfixes minimizing the impact to your users.

Symantec NetBackupKeep your backup environment secure, successful and stable with NetBackup managed services by bluesource. Using industry-leading monitoring tools and best-practice diagnostics, our experienced support analysts and engineers monitor backup job completion, checking the health of components and performance tuning to ensure we can restore on demand every time. From workload sizing, monitoring and modelling to historical analysis, our insights will help diagnose the often missed problems ensuring your backup infrastructure preserves your data integrity and is ready for action 24 hours a day, 7 days a week.


Microsoft Skype for Business We offer unrivalled expertise to safeguard your Skype for Business (Lync) services – one of Microsoft’s most complex and business critical technologies. We proactively monitor all of your Instant Messaging, Voice, Video, and Audio Conferencing activity to ensure any potential problems are found and fixed before they can impact user productivity.

We also monitor the key Skype metrics to ensure the health of your Skype for Business environment including monitoring of CDRs, active conferences, server, CPU and call statuses to ensure maximum uptime and minimum service degradation.

Microsoft Sharepoint and OneDriveWe work with SharePoint and OneDrive for Business and your internal collaboration team to do everything from managing your infrastructure to providing a specialist SharePoint support skills; from maintaining SharePoint availability, training in-house personnel to freeing up your IT staff for more important tasks. Pick from a diverse range of service elements to support your SharePoint environment tailored to your business needs.

Microsoft Active DirectoryManaging your Active Directory can be a tedious activity but handling your organisations identity and access profiles is crucial to security. We will take on the support of managing your group policies, permissions and replication of ADDS services.

Although care has been taken to ensure that the information in this document is correct at today’s date, no warranty, representation or other statement is given as to its accuracy. UK.07.15


UK & EMEA (HQ)122 Tooley Street, London, SE1 2TU UKCall 0845 319 2100Email [email protected]

US1900 Enchanted Way, Suite 225,Grapevine, TX 76051

AustraliaSuite 7 Level 3, 142 Clarence Street,Sydney, NSW 2000

Why bluesource We have more than 10 years’ experience operating in the managed services space with a specialised focus around Information Management, Collaboration and Communications technologies, you’re in the right hands. We’ve developed deep skills and knowledge of Microsoft and Symantec products as well as establishing a proven and robust approach to managing these applications, which allows us to support a wide range of clients.

Building on these foundations we’ve invested significantly and expanded our global Service Management Centre that supports the UK & Europe, North America and Australia. And this includes the opening and subsequent growth of our office in Sofia, Bulgaria. In fact, Symantec use bluesource to handle support calls from customers internationally.

Our commitment to our clients doesn’t end with providing best of breed solutions though; we also continue to invest in our platforms, systems, staff and work very closely with our partners Microsoft and Symantec, ensuring our Managed Services make IT management the stress free experience we promise.

bluesource - managed it services

Technology