Support - Hardware, Software and Network Support Services
BSG's hardware, software and network support services offer 24x7 access to skilled technical expertise to optimise your network, hardware, server or operating system infrastructure and your in-house technical resources.
The service can provide:
- Guaranteed managed cover via dedicated onsite staff or staff available on request
- Access to a technical engineer within an agreed Service Level Agreement.
- Remote monitoring and management of hardware, operating systems and networks using best of breed technologies that minimises the need for human intervention.
All services available include BSG's ServiceDesk service and can be augmented by BSG's Technical Assurance Service.
On this Page
The Services
BSG has created three Hardware, Software and Network Support Services, which you can combine to meet the changing needs of your business:
- On-site Support
BSG's On-site Support provides guaranteed managed cover via dedicated onsite staff or staff available on request, or access to a technical engineer within an agreed Service Level Agreement. These staff can be available 24x7 or outside normal office hours to complement an existing in-house support team.
- Server Pack +
For organisations within the M25 (or outside by agreement), BSG Server Pack + is a dedicated HP server support service designed to provide fixed levels of support at highly competitive prices guaranteed to get your critical systems up and running again. The BSG Server Pack + has been created to be both tangible and measurable and can be activated on HP servers at point of sale, or engaged to support existing server infrastructure
- Remote Monitoring and Management Services
BSG's remote monitoring and management service offers secure network and server monitoring and fault resolution over a secure Virtual Private Network (VPN) from BSG's Network Operations Centre (NOC) at BSG House, Central London, which can be used to complement your existing in-house support team.
How do they Work
On-site support
BSG Service Desk services - provide the central point of
contact for all client on-site support fault reporting. Their task
is to maximise the telephone fix rate or to pass unresolved calls
to BSG engineers who will “fix” issues onsite within
agreed service levels. If a “fix” is not possible, a
loan or replacement unit will be installed. The BSG Service Desk
methodology is based upon automated alarms and escalations that
are bound to pre-defined client service level agreements. All escalations
are automatically tracked and monitored through triggers and notifications
to our IT Services Service Desk Support and Management teams, ensuring
the successful adherence to service level agreements and quality
of service.
One of the few in Central London, BSG's in-house warehouse,
repair Centre, logistics and IT operations facilities provide the
resources and staff responsible for incoming parts, parts distribution,
warranty returns, diagnostics and repair.
All BSG engineers are security aware (both in terms of physical
and electronic security), and in many cases already checked against
the Criminal Records Bureau. In addition BSG are happy to comply
with the security procedures of client organisations and indeed
measure security around client concerns and policies for scenarios
such as entering a client site at night.
Remote Monitoring and Management Services
The service is available in a modular format allowing you to "cherry-pick" the value add services to meet the changing needs of your business.
The services include the following options and features:
- Continuous 24x7x365 network health check.
- Application monitoring as well as specific areas of the network
(routers and switches).
- Server capacity planning.
- Remote driver updates.
- Alerts automatically passed and managed by BSG Service Desk.
- Remote alerts to client E-mail or SMS.
- Managed hardware & technical support contract.
- Optional hours of cover - 24x7x365; out-of hour (Monday
to Friday 19:00- 9:00 & all day Saturday and Sunday).
Supported Platforms:
- All HP servers, Storage Area Networks and clusters
- Lotus domino services
- Adaptable to include any SNMP-based management software, i.e. Tivoli,
OpenManage, Openview
- Performance monitoring
- Threshold tuning
- Device status reporting
- Remote diagnostic
Security
BSG is one of the few companies operating in its market
place to hold a ISO27001
certification for its data centre and managed hosting operations,
and any service managed by us is subject to the best practices used
to gain this accreditation, ensuring that the security of a client's
data and premises is as important to BSG as it is to the client.
How Will Your Business Benefit
On-site Support - you benefit through:
- Business continuity for your high availability, mission critical
systems
- Effective integration of your outsourced staff with your IT team
and business objectives
- Effective 2nd line escalation route for all technical issues
- Access to highly expert technical resources to meet your changing
IT demands
- Proven technical and management escalation process to resolve
issues quickly
- No unexpected recruitment, training or temporary staff costs
Remote Monitoring and Management Services - you benefit through:
- Low-cost support and maintenance
- Pro-active server & systems monitoring
- Continuous on-line access to the Call Centre
- Strategic business development planning
- Optimising productivity of IT resources
- Integration of Remote Management Services into existing SLA's
- Secure on-line management services