Microsoft Managed Support Overview

As part of Quantix’s Microsoft Managed Support service we provide Microsoft Exchange support options delivering comprehensive 24x7 management of your Microsoft server environment.

The Quantix Server Management (QSM) portfolio brings you On-demand Microsoft Managed Support which delivers comprehensive 24x7 management of your Microsoft server environment. Comprising of several modules it gives you rapid access to MCSE support and state of the art monitoring.

Managing a Microsoft Server environment has many challenges, not least organizing the IT team to have the correct skills, adequate 24x7cover, responsive monitoring and providing quick problem resolution to your users.

Microsoft Managed Services can take on several different forms, depending on the size and experience of your company’s current support staff. However, all of our clients have several things in common. They receive expert assistance when needed, while being able to reduce overall support cost. Additional benefits are improved system performance and availability and the assurance that experts are available to troubleshoot problems or shortcut technology issues.

Quantix Managed Services enable companies to maintain complex Microsoft Server environments on a reduced budget. We form part of the IT team giving it valuable skills, extra resource and state of the art monitoring. We do this by offering in depth expertise through a largely remote delivery model. This Service provides total, specialist support cover through a combination of: Remote Support, Monitoring and the Maintain & Fix Modules.

Remote Support

Microsoft expertise on-demand is at the heart of our support services. Our flexible subscription model allows our clients to gain rapid access to our team of MCSE engineers around the clock. Guaranteeing up to a 30 minute maximum response time for support issues our team of dedicated Microsoft service engineers are skilled in problem solving and have a large pool of support resources at their finger tips. The remote support module gives you a 100% guarantee that your calls will be handled and responded to under the rapid response SLA, allowing issues to be logged on a 24x7 bases.

Remote support gives you a nominated technical account manager who will learn and understand your unique environment. This module will also give the support team VPN access to your servers to assist with problem diagnosis.

Support Mentoring Portal (SMP)

Quantix understand that our customers may wish to understand problems and how to implement fixes. As part of your IT team we aim to help develop support as a whole and share our knowledge and experience. We have therefore invested and developed the Support Mentoring Portal.

SMP allows collaboration between Quantix and the customers IT team. Using a secure support meeting our support engineer and other parties can view the same screen over the web allowing us to demonstrate a clearer understanding of issues and show how the problems are rectified. The SMP is also useful when collaborating with third party application vendors, allowing issue to be clearly viewed by all parties and taking away any misunderstanding.

Proactive Alerting

24 x 7 monitoring and emergency response is available to handle those events that threaten the availability of the Microsoft environment and require immediate action. Located at our Support Operations Centre is a highly available Monitoring Cluster running Microsoft Operations Manager and a suite of state of the art Monitoring tools. All data is held securely and due to the nature of the environment, hardware resources can be dynamically allocated to handle high levels of activity. The monitoring service guarantees you 99.9% service availability and saves you the cost of adding resilience to your own system.

Our Remote Monitor software allows Quantix to collect and provide automated 24 x 7 analysis of all server statistics on a predetermined schedule or as-needed basis. All statistics are stored in our Operational Data Store and are available via customized reports on the QCC Web site. This data also feeds our Alert Notification Engine, which provides real-time alerts on current or potential problems.

Monthly Health Check

To complement the proactive alerting service, once a month your technical account management will review and health check your environment, giving advice and their recommendations to help with future planning.

These sessions are important as a human eye review is essential to spot potential issues, analyse the monitoring data and make sure your environment will run efficiently in the future.
The reports will be posted in the QCC once completed on you scheduled date.

Maintain & Fix

Maintain & Fix has been designed for customers who would like a full managed service, or for those who simply don’t have the time or resources to implement our fixes and recommendations.

Maintain

Patching and maintaining servers can be a demanding and laborious job. The maintain module allows you to take the stress away. Acting as a virtual system administrator Quantix will maintain your environment applying relevant patches and reacting to the monitoring alerts. If any monitoring threshold is breached, Quantix will act accordingly taking the relevant action. If for example a threshold for disk space has been hit, Quantix will in collaboration with the customer free up the required space.

Patching is a vital but problematic issue. Quantix uses industry leading commercial tools to provide patch management to its customers, allowing us to test and even roll back patches on the fly.