Managed Services

Mitigate risk by enabling us to proactively monitor your network

Outcomex provides management of complex voice, data centre, security, and network infrastructure environments, through industry standard best practices, to assist customers in driving better commercial and service management metrics.

When specialised solutions are in production, it is often difficult to justify employing highly skilled engineering resources when they are only leveraged on a case by case basis. In that context, it makes sense to engage a certified and trusted specialised provider to manage, support and assist in operational activities.

Outcomex has a number of options to assist in managing environments; programs designed to complement and augment our customers’ internal teams whilst 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 2^nd and 3^rd 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 allocation of moves, adds and changes, on a monthly basis
SLA’s for response targets
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: