Project Management
Delivering cost-effective and quality solutions
Mitigate risk by enabling us to proactively monitor your network
Outcomex provides management of complex voice, data centre, security, and network infrastructures for both on-prem and cloud-based solutions from a variety of industry leading vendors. This is done through industry standard best practices to assist customers in driving better commercial and service management outcomes.
Our managed services program retains highly skilled engineering resources, leveraged on a case-by-case basis to our customers under response and fix service level agreements. It makes sense to engage a certified and trusted specialised provider to manage, support and assist in operational activities as we retain deep technical skills across a vast array of engineering skillsets, vendor certifications and operational knowledge. We comply and integrate to customer environments utilising ITIL v3 for service delivery and deploy enterprise-ready platforms for monitoring and management.
We have several options to assist in managing environments; programs designed to complement and augment our customers’ internal teams while mitigating risk and providing better service outcomes.
Hardware and Software Maintenance
Having the right level of maintenance in place is extremely important, however having a partner to call on to facilitate access to the service is critical. This is because within complex IT environments, it can be difficult to track issues back to a root cause.
When taking a hardware replacement agreement with Outcomex, we provide a number of key benefits at no additional charge:
- Ability to access Outcomex Service Desk for troubleshooting advice
- Restoration Target based Service Level Agreements
- Access to preferential rates for ad-hoc service requests
- Access to extremely experienced, highly certified and focused engineers
- Access to mainline support, straight into Level 2 and Level 3 engineering teams
- Seamless mix of Outcomex and Vendor resources, dealing with your issue
If you are faced with a Priority One failure on hardware which is covered under the appropriate maintenance levels, we will not leave your site until the problem is resolved.
Solution Support
Outcomex provides the opportunity to offload incidents suffered in production environments, to our team of experienced and trained service desk engineers. This allows specialised 2nd and 3rd level support for critical environments. Solution support can be per technology pillar or holistically across the IT infrastructure.
The Outcomex Solution Support offering provides:
- Level 2 and Level 3 engineering support for incident management.
- 24 x 7 or 8 x 5 coverage options.
- Access to the Outcomex Service Desk via phone, email or web.
- Included Move, Add and Change allocation for simple work requests.
- SLAs for response and fix metrics.
- Incident Summaries and End of month reporting.
- Discounted engineering rates for ad-hoc engineering services.
- Options for periodic technical review, health checking and technical incubation.
Solution Assurance
We offer the ability to completely offload the responsibility of management and up-time for production environments to our experienced and mature operations team. By proactively monitoring critical environmental metrics and utilising elevated reporting and operational activity, we assure up-time and integrity of services.
Outcomex Solution Assurance includes:
- Level 2 and Level 3 engineering support for incident management.
- 24 x 7 or 8 x 5 coverage options.
- Proactive monitoring via Outcomex monitoring toolsets (device health and status, capacity management, OS view etc).
- Patch management for resilience, security and feature improvement.
- Access to the Outcomex Service Desk via phone, email or web.
- Included Move, Add and Change allocation for simple work requests.
- SLAs for response and fix metrics.
- Service Delivery Management via a dedicated Customer Experience Manager.
- Incident Summaries and end of month reporting.
- Discounted engineering rates for ad-hoc engineering services.
- Options for periodic technical review, health checking, and technical incubation.
We understand that not all customers have the same needs or priorities. This is why we tailor customised managed services packages to suit all requirements. Over 90 forward-thinking customers trust Outcomex to manage all or part of their IT infrastructure – anything is possible!
Click here to connect with our team today.
