Keeping your solution optimised and maintained effectively
This is where we provide you with the documentation, training, support and maintenance, and optional full management of your technology investment. All our deliverables will be outlined and managed against a statement of operational services with clearly defined and measurable service levels.
Pervasive Networks ITIL certified helpdesk provides a single point of contact accessible via telephone, e-mail and through the Pervasive Customer Support Portal for all support and maintenance purposes. This includes other operational service management activities such as remote management and monitoring, change control, and configuration management, all to best practices.
We have modularised our operations facilities into the following flexible services for your ease of choice and can tailor our operational involvement to your requirements:
Standard and or tailored operational documentation in support of ease of reference and continued understanding of the technology and solutions we provide.
Onsite tailored training and or official vendor certification training to provide knowledge and skills related to the technology we provide.
Support & Maintenance
A range of flexible support and maintenance services to suit specific areas of your environment and meet requirements. These are then delivered through a defined statement of support with a specific Service Level Agreement.
Remote Management & Monitoring
Remote Management and Performance Monitoring provides a further enhanced level of service. The service constantly monitors your network looking for any early warning signs of possible issues that could impact service availability. Environmental, utilisation and error checks can be constantly monitored to confirm that devices are operating within stable working parameters.
Remote Device Monitoring provides proactive alerting in the event of a product or component failure. We can also take over the total network management on your behalf.
Configuration Management & Change Control
The configuration management service ensures that any unexpected moves, adds, changes and configuration requirements, can be performed quickly, flexibly and effectively.
We can also centrally manage all change control requirements related to moves, adds and changes within your network infrastructure, ensuring your records and processes are always up to date for back out and audit purposes.