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The purpose of Blue Support is to ensure a high availability and fast response of applications, thus ensuring continuous and uninterrupted operation of the customer's business and its users productivity.

Blue support includes proactive monitoring of the customer's infrastructure using monitoring tools and three levels of support: From providing service desk assistance to end users, through technical support for applications, to an architect-designed comprehensive infrastructure optimization solution.

  • Minimizing time affecting business operations and user productivity
  • Reducing the reaction time to resolve the outage (and its elimination) to a minimum
  • Minimizing damage caused by information technology outages, proactive prevention of outages
  • Optimizing and reducing IT costs

Informing clients about the progress of the service in real time via a web interface. Providing a regular monthly report summarizing the level of infrastructure, the number of resolved incidents and recommendations for the future considering the information obtained.

Contact Us

Our philosophy of providing Blue Support is based on 5 basic principles:

1. Personal approach to each customer

We will set up one contact point for all types of customer requests available non-stop by phone, e-mail and chat. Clear display of the current state of infrastructure and applications. We have many years of professional experience with real results and perform supervision proactively.

  • proactive supervision of the complete IT infrastructure
  • proactive monitoring of the virtual environment
  • error detection
  • reporting outages
  • elaborated notification system with adjustable rules
  • integrated reporting (system availability, retrospective overview of system status, top status changes, notification history)
  • connection with surrounding systems (eg documentation, ticketing tool, notification system)

2. Monitoring and three levels of support

Blue support is primarily provided as a whole and consists of the following components:

  • Monitoring
  • Service desk
  • Technical support
  • infrastructure
  • application

Based on specific customer requirements, it is possible to provide individual components of the service separately in cooperation with third parties designated by the customer (eg: delivery of monitoring and service desk with subsequent transmission of customer technical support requirements).

3. A wide range of supported technologies and their deep knowledge

Not only thanks to many years of experience in operating critical information systems and applications, which require the latest technological infrastructure for their continuous and trouble-free operation, but especially thanks to experience gained in managing highly heterogeneous environments, our team has deep knowledge of the vast majority of technologies, systems and applications implemented in IT in small to medium-sized businesses.

4. Quality guarantee on provided services

When providing our services, we follow the key processes of the ITIL framework, which we implemented according to this standard, using our experience.

Effectively set and constantly improved processes support us in:

  • Effective management of incidents and problems
  • Minimization of outage duration and its faster solutions
  • Maximum flexibility when fulfilling customer requests
  • Change control of the infrastructure/applications
  • Proactivity and prevention of possible problems
  • Registration and management of IT assets
  • Ensuring continuity of operation
  • Measurability of quality of the provided service
  • Increasing process transparency

5. Existence of transparent and optimal processes

Demonstration of the work process

Range of technical support services:

Application:

Immediate resolution of incidents (application), Implementation of changes leading to immediate resolution of the reported /started incident

Infrastructure:

Immediate resolution of Incidents (infrastructure)

Problem solving:

Solution of service requests, implementation of changes leading to immediate resolution of the reported /started incident and initiation of change proposals (eg extension of infrastructure or its part, firmware upgrade / OS / software / patch upgrade…)

Services provided in addition to technical support for infrastructure:

Implementation work resulting from the submitted proposal of changes, performance optimization, tuning, performance tests.

Guarantee of services

Based on the agreed level of provided service, we guarantee the following response and resolution times:

PriorityCharacteristicsResponse timeResolution time
1Outage of critical systems or applications
Interruption of critical business activities and processes
Issues affect a very high number of users
Level of impact: Impossible to work and perform business activities
30 min4 hours
2Outage of important central systems and applications
Interruption of important business activities and processes
Issues affect a great number of end users in multiple departments
Level of impact: End users are unable to continue working
1 hour12 hours
3Outage of ordinary systems or applications
Interruption of ordinary business activities and processes
Issues affect most of end users in one department
Level of impact: End users are able to continue working with limitations
8 hours1 day
4Outage of non-critical systems or applications
Interruption of non-critical business activities and processes
Issues affect a minority of end users in one department
Alternative solutions available
1 day3 days
5Outage of non-critical parts of systems or applications
Interruption of non-critical business activities and processes
Issues affect one end user in one department
Alternative, fully functional solutions available
2 days5 days

How we prioritize issues based on the impact on business and on the productivity of customers’ users:

PriorityConsequences for the Customer
1Services and processes which the customer is fully dependent on when performing business activities
Low availability, high failure-rate and/or a high number of outages causing significant loss or damage
2Services which are important to the customer but not critical to the business
Low availability, high failure-rate and/or a high number of outages causing loss or damage. Longer-lasting or repeated outages which cause great loss and damage
3Services which are non-critical to the customer when performing everyday business activities
Low availability, high failure-rate and/or a high number of outages may cause loss or damage.
4Services which are unnecessary for the customer when performing everyday business activities
Low availability, high failure-rate and/or a high number of outages may be inconvenient when working
5Services which are unnecessary for the customer when performing business activities
Low availability, high failure-rate and/or a high number of outages which are inconvenient when working

We prioritize an incident or request based on:

  • urgency (how fast it is needed)
  • impact (how much it affects business operations and user productivity)

Supported systems & applications

ReportingMS Reporting services
Cognos Reporting
ERP & CRMMS Dynamics AX
MS Dynamics NAV
MS Dynamics CRM
WMS GOLD
MailMicrosoft Exchange
Zimbra
Bezpečnost a zálohováníFirewall (Linux IP tables)
ISA server
Symantec
IBM TSM
Veeam
Komunikace a kolaboraceSharePoint

MS Project Server
MS BizTalk Server
Lync, Skype for Business
Office 365
Windows Azure
Anywhere 365
Wiki
VirtualizaceVmware vcenter

Esx, Esxi
Hyper-V
MiddlewareJBoss
Databáze Microsoft SQL Server
ORACLE DB
Sybase DB
Teradata DB
Operační systémy Windows
Linux
Unix
Solaris
Servery IBM
ORACLE
DELL
HP
SUN
Optické přepínače Brocade
Disková pole IBM
ORACLE
Síťové prvky CISCO (přepínače, L3 přepínače, směrovače, firewall)
HP
3Com
Ubiquity wifi
Mikrotik routerboard
Motorola

We take care of our customers

Companies
Managed locations
Countries
Users

Our specialists will be happy to help you