At Xpertex we provide a range of Managed Services. Where we differ from others is that we build customer-appropriate services around our four-element common core. As a result we can offer, and deliver, agile upward or downward scalability to meet your Business As Usual demands.
A major strength of our approach is that we can also help you to deal with surges, such as seasonal sales campaigns, and with business change or transformative projects, such as IT refreshes.
Whether your business is new to Managed Services, perhaps due to growth putting strains on a retained IT department, or whether you have a provider and are re-tendering for service provision, Xpertex has answers that will benefit your business.
The Four-Element Common Core
Whether or not you have already installed some monitoring capabilities, we can either deploy or make use of the critical performance data and information that we need in order for us to proactively and reactively manage your systems. We place great importance on proactive monitoring so that we can, within our scope of authority, make adjustments behind the scenes to ensure that your users, customers and other parties have the performance, availability and security that your business requires.
There are always times when proactive monitoring may not be enough, such as when a user forgets their password, or business critical data is mistakenly deleted. We offer a range of self-help and help-desk services to deal with incidents. We employ ITIL Incident Management Best Practices in order to prioritise the full range of risks, issues, problems and incidents and implement specific and system wide resolutions where any weakness or root-causes are identified.
For us, consistence is the key. We endeavour to ensure that the way services are accessed by your internal and external users is consistent, that the experience users have when they require assistance is consistently high, and that communications between you, your users and ourselves is consistently accurate. We believe that if something is not measured it cannot be controlled. We continuously measure and check that you as a client, your users and customers are satisfied and content with our services and we seek to implement continuous service improvements as part of our everyday way of working with you.
We offer a range of services that are adjacent to traditional Managed Services such as Disaster Planning and Recovery, Training, Desk-Side Support and Procurement. We can work with you as your needs change, so
that you are leveraging the maximum value from our Managed Services portfolio, helping you to reduce cost and complexity in your business.
The standard Service Packages are broadly based on your business operating model and characterised as follows.
- UK Standard Business Week – Our Help-Desk answers your calls from 08:00 to 18:00 Monday to Friday. We perform routine maintenance within our scope of authority on a Saturday or Sunday.
- UK Extended Business Week – The Help-Desk answers your calls from 07:00 to 22:00 Monday to Friday with other scope of authority activities on a Saturday or Sunday.
- UK Full Week – The Help-Desk responds from 07:00 to 22:00 Monday to Sunday. Other scope of authority services are scheduled between 22:00 and 07:00, principally on a Saturday or Sunday.
- International 24/7 – The Help-Desk responds around the clock every day of the year. Other scope of authority services are only performed in tightly controlled maintenance windows, usually corresponding to Bank or National Holidays where your business operates.
At all times we only undertake activities that may have an impact on your system availability with your prior agreement, and in such a manner that the risk of disruption to your business is minimised. Our background in high security government systems means that the effective management of security critical interventions is planned as a forward aspect of the delivery of our Managed Services.