Supremus Group has partnered with a company in India to provide high quality and low-cost IT Infrastructure Management and technical support services. Following services are few the services which are offered by our partner:

  1. IT Infrastructure Management Services
  1. Managed Security Services
  2. Remote Monitoring Services
  3. Remote Managed Services
  1. Technical Support Services

IT Infrastructure Management Services

What is Remote IT Infrastructure Monitoring & Management Services?
Remote Monitoring & Management Services are ideally suited for clients who would prefer to retain ownership of the hardware and infrastructure, located at their own premises, whilst passing all or partial management responsibility to the third party provider. We monitor and manage your enterprise systems for you, taking proactive and reactive steps to keep your equipment and information available 24×7 and performing optimally. Our partner provides you all the benefits of having your own Network Operating Center, without having to build one yourself. The services will be delivered from their NOC using standard tools & technology and you will be able to view real-time device status, ticket status and service level compliance any time through their customer portal.

Our partner’s Infrastructure Management Service (IMS) is a time-tested and proven service offering focused on reducing your operational costs and ensuring maximized availability and performance of your IT. They have gained enormous process and operations maturity through a decade plus of experience in delivering onsite services to a host of customers across the globe. The experience gained from designing, building, and managing IT infrastructure solutions on heterogeneous platforms has been leveraged to provide this service to their global customer base. Our partner is a pure play Infrastructure Management Services outsourcing company with more than six years of experience in delivering offshored services. They have more than 1200 people dedicated to providing the service.

The services span the entire technology spectrum and are delivered via an onsite, remote, or hybrid delivery model. The remote services are delivered on a 24×7 basis from their world-class Shared Services Operations Management Center (SOC) and Dedicated Operations Management Centers (DOC) located in India. Our partner services enable clients to manage all the elements of their IT Infrastructures through clearly defined service levels and deliverables. Our partner provides Infrastructure Management Services (IMS) to more than 55 customers across the globe consisting of both Fortune 500 companies and small and medium businesses. They manage one of the largest private network and the largest private MS Exchange 2000 set-up in the world. Our partner ensures customer satisfaction with efficient service delivery methodology and improved quality of service.

Remote IT Infrastructure Management Service Offerings Overview

Managed Security Services Remote Monitoring Services Remote Managed Services
Managed Firewall Network Monitoring Server Management
Managed VPN Server Monitoring Network Management
Managed IDS Messaging Management
Vulnerability Scanning
Penetration Testing
Vulnerability Advisory

 

Benefits of Remote IT Infrastructure Management Services

  1. Provides access to round-the-clock (24×7) services
  2. Reduces total cost of operations (TCO)
  3. Improves service levels
  4. Helps you to focus on core competencies
  5. Helps in standardizing your IT infrastructure & processes
  6. Enables budgeting for monthly recurring costs
  7. Enhances IT infrastructure availability & performance
  8. Resolves skills shortage and helps in redeployment of existing skills to critical tasks

Deliverables:

  1. Reporting device and service availability
  2. Reporting device and component performance
  3. Helpdesk Services
  4. System Administration
  5. Incident Management
  6. Change Management
  7. Configuration Management
  8. Problem Management
  9. Performance Management
  10. Vendor and Third Party Provider Management

Service Delivery

We will connect to the end customer’s infrastructure using a secure IPSec VPN connectivity from our co-location in the USA.

The service will be delivered by leveraging upon the technical expertise of our engineers, process and quality champions, program management methodology, service delivery processes aligned to ITIL standards, Six Sigma methodology implementation for continuous improvement, ITIL compliant world-class service management tools and standardized monitoring and management tools.

Reporting

The customer portal acts as a reporting portal as well as offers a customized menu. It offers you the flexibility of choosing the service mix as desired by you. You can do the following:

  • Select the desired deliverables and performance parameters
  • List location-wise devices to be monitored
  • Configure alert type
  • Provide details of contacts and escalation points

You can view the following as part of the reporting view:

  • Live ticket status
  • Real-time device status
  • Ticket history
  • Trending reports
  • Service Level Compliance Reports

Technical Support Services

Our partner offers a portfolio of unmatched Technical Support Services for the consumer, retail and SOHO markets. We enable our clients to leverage a 24×7 global delivery model. Our partner’s strong understanding of an array of technologies help deliver superior service support which target specific Technical Support Solutions and Technologies, from planning and design to implementation, operation and optimization. Key support tools and enhanced knowledge base will provide your business with the ability to avoid problems, minimize customer complaints, and expedite problem resolution.

Our partner’s engineers are graduates with experience with desktops, operating systems, applications, storage devices, servers, networking devices, peripherals, security, internet and web related technologies. These engineers are trained on a high degree of problem analytics, diagnostics and resolution. Our Parner’s in-house Learning & Development team also ensures that their engineers are trained on various accents, languages, customer interaction skills, cultures, and geographical locations.

Our Parner’s Technical Support Services and solutions can help your company realize:

  • Improved Customer Satisfaction
  • Quick ROI (Return on Investments)
  • Improved Productivity
  • Higher FTR (First Time Resolutions) and FCR (First Call Resolutions)
  • Industry Best Practices
  • Knowledgebase Management Services
  • User Acceptance Testing
  • Reduced Operating Costs

How Our Service Works
We will connect to your infrastructure through a secure connectivity from our partner’s co-location in USA. Our partner will proactively monitor the availability and performance of your infrastructure components, provide system administration and troubleshooting services in case of any incidents or failures and help in restoring the device(s) quickly.

Our partner’s monitoring tool will poll your devices, device components and services every five minutes. In case of any anomalies with two successive polls, we will alert you within fifteen (15) minutes based on the escalation matrix provided by you via a pager alert or a mobile SMS and via email. Our partner’s engineers will then swing into action and resolve the trouble ticket as per the service level norms using our remote management tools.

They will proactively update you about the status of the service and service level compliance through our customer portal – SupreLite. The customer portal will enable you to view trouble ticket status, view real-time device availability status, query & download reports and update/modify your information as and when you want.

How Do You Sign Up
Signing up for service is a hassle-free process with minimum paper work. Once you sign up, we will provide you with a welcome kit consisting of a unique customer ID, secure login and a password to our customer portal.
Once you log in, you need to fill in the infrastructure details, escalation contacts and alert methodology (SMS, pager or email alerts). We will then connect to your infrastructure, transition the devices to be managed and initiate the services. The quality of the service and device status can be viewed any time on the customer portal.

In Summary Our tried-and-tested service offering will provide you systems, network, security and messaging system assurance round-the-clock. We will ensure that your infrastructure is always available and performing optimally.

Once you sign up for our services, we assure you that you will be freed from your daily operational transactions and be able to focus on critical business imperatives and strategic planning.

We will manage your entire IT infrastructure round-the-clock at a price that will not pinch your pockets! You can relax!

For more information on our services such as service deliverables, service levels and pricing, please contact us at +1-(515) 865-4591 or write to us at Bob@supremusgroup.com. Our representative will get in touch with you soon with all the details

Click edit button to change this text.