IT support 24x7

The goal of Blue Support's IT support is to ensure high availability and fast response of applications to ensure continuous and failure-free operation of the customer's business and productivity of its users.

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

  • Minimising downtime affecting business operations and user productivity
  • Reduction of reaction time to solve the outage (and its elimination) to a minimum
  • Minimising damage caused by IT failures, proactive outage prevention
  • Optimisation and cost reduction customer on IT

Clients are informed about the progress of the service in real time via a web interface. A monthly report summarising the level of infrastructure, the number of incidents resolved and recommendations for the future in light of the information found.

OUR PHILOSOPHY OF PROVIDING BLUE SUPPORT IS BASED ON 5 BASIC PILLARS:

1. PERSONAL APPROACH TO THE CUSTOMER

We will set up a single point of contact for all types of customer requests available 24/7 by phone, email and chat. Clearly display the current status of infrastructure and applications. We have many years of professional experience with real results and we perform monitoring proactively.

  • proactive monitoring of the complete IT infrastructure
  • proactive monitoring of the virtual environment
  • detection of error conditions
  • reporting outages
  • sophisticated notification system with configurable rules
  • integrated reporting (system availability, system status overview back in time, top status changes, notification history)
  • connection with surrounding systems (e.g. documentation, ticketing tool, reporting 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
    • Applications

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

3. WIDE RANGE OF SUPPORTED TECHNOLOGIES AND DEEP KNOWLEDGE OF THEM

Not only thanks to our long experience in the operation of critical information systems and applications, which require the latest technological infrastructure for their continuous and smooth operation, but also thanks to our experience in managing highly heterogeneous environments, our team has in-depth knowledge of the vast majority of technologies, systems and applications implemented in IT in small to medium-sized enterprises.

4. GUARANTEEING THE QUALITY OF THE SERVICES PROVIDED

In providing our services, we follow the key processes of the ITIL framework, which we have implemented according to this standard, taking into account our best practices.

Efficiently set and continuously improved processes support us especially in:

  • Effective management of incidents and problems
  • Minimizing downtime, speeding up resolution time
  • Maximum flexibility in meeting customer requirements
  • Infrastructure/application change management
  • Being proactive and avoiding potential problems
  • Recording and managing IT assets
  • Ensuring business continuity
  • Measurability of the quality of the service provided
  • Increase transparency of processes

5. THE EXISTENCE OF TRANSPARENT AND OPTIMAL PROCESSES

Sample work process

RANGE OF TECHNICAL SUPPORT SERVICES:

APPLICATIONS

Immediate resolution of Incidents (applications), Implementation of Changes leading to immediate resolution of the reported/incident

INFRASTRUCTURE

Immediate resolution of incidents (infrastructure)

PROBLEM SOLVING

Resolving Service Requests, Implementing Changes leading to immediate resolution of the reported/occurring incident, Initiating Change Proposals (e.g. infrastructure or part of it extension, firmware/OS/software upgrade/patch...)

SERVICES PROVIDED BEYOND TECHNICAL SUPPORT FOR INFRASTRUCTURE:

Implementation work resulting from the submitted change proposal, performance optimization, debugging, performance tests

SERVICE GUARANTEE

As part of the Service Level Agreement, the standard we guarantee the following times required to start resolving incidents:

PRIORITY 1

Response time: 30 minutes.

Solution time: 4 hrs.

Characteristics of the problem: 

  • Failure of critical systems or applications
  • Disruption of critical business activities and processes
  • Large number of users affected

Impact level: it is not possible to work and carry out business activities

PRIORITY 2

Response time: 1 hr.

Solution time: 12 hours.

Characteristics of the problem: 

  • Failure of central critical systems and applications
  • Disruption of critical business activities and processes
  • Large number of end users affected multiple departments

Impact level: end users cannot continue to work

PRIORITY 3

Response time: 8 hours.

Solution time: 1 day.

Characteristics of the problem: 

  • Outage of common systems or applications
  • Disruption of normal business activities and processes
  • Most end users affected one department

Impact level: end-users may continue to work under restrictive conditions

PRIORITY 4

Response time: 1 day.

Solution time: 3 days.

Characteristics of the problem: 

  • Failure of non-critical systems or applications
  • Disruption of non-critical business activities and processes
  • Minority of end users of one department affected

Impact level: alternative solutions available.

PRIORITY 5

Response time: 2 days.

Solution time: 5 days.

Characteristics of the problem: 

  • Failure of non-critical parts of systems or applications
  • Disruption of non-critical business activities and processes
  • One end user of one department affected

Impact level: fully functional alternative solution available.

As we understand Incident priorities in terms of impact on business operations and productivity of the customer's users:

PRIORITY 1

Implication for the customer:

  • Services and processes on the availability of which the Customer is fully dependent in order to carry out business activities
  • Low availability, high error rate, large number of outages causing major loss or damage

PRIORITY 2

Implication for the customer:

  • Services important to the customer but not critical to the business
  • Low availability, high error rate, large number of outages causing loss or damage. Prolonged or recurring outages cause high loss and damage

PRIORITY 3

Implication for the customer:

  • Non-critical services for the customer in performing day-to-day business activities
  • Low availability, high error rate, large number of failures can cause loss or damage.

PRIORITY 4

Implication for the customer: 

  • Services redundant to the customer in the performance of day-to-day business activities
  • Low availability, high error rate, large number of outages can cause inconvenience in work performance

PRIORITY 5

Implication for the customer:

  • Services superfluous to the customer in the performance of business activities
  • Low availability, high error rate, large number of outages do not cause inconvenience in work performance

SUPPORTED SYSTEMS AND APPLICATIONS

REPORTING

  • MS Reporting services
  • Cognos Reporting

ERP & CRM

  • MS Dynamics AX
  • MS Dynamics NAV
  • MS Dynamics CRM
  • MS Dynamics 365
  • WMS GOLD

MAIL

  • Microsoft Exchange
  • Zimbra

SECURITY AND BACKUP

  • Firewall (Linux IP tables)
  • ISA server
  • IBM TSM
  • Veeam

SECURITY AND BACKUP

  • Firewall (Linux IP tables)
  • ISA server
  • IBM TSM
  • Veeam

COMMUNICATION AND COLLABORATION

  • SharePoint
  • MS Project Server
  • MS BizTalk Server
  • Lync, Skype for Business
  • Microsoft 365
  • Windows Azure
  • Anywhere 365
  • Wikipedia

VIRTUALIZATION

  • Vmware vcenter
  • Esx, Esxi
  • Hyper-V

MIDDLEWARE

  • JBoss

DATABASE

  • Microsoft SQL Server
  • ORACLE DB
  • Sybase DB
  • Teradata DB

OPERATING SYSTEMS

  • Windows
  • Linux
  • Unix
  • Solaris

SERVERS

  • IBM
  • ORACLE
  • DELL
  • HP
  • SUN

OPTICAL SWITCHES

  • Brocade

DISC FIELD

  • IBM
  • ORACLE

NETWORK ELEMENTS

  • CISCO (switches, L3 switches, routers, firewalls)
  • HP
  • 3Com
  • Ubiquity wifi
  • Mikrotik routerboard
  • Motorola

Blue Dynamic is a partner you can rely on

In our industry, quality service is key to customer satisfaction. It's not enough to just have a product. The customer cares about how we take care of them. By operating throughout the Czech Republic and Slovakia, we needed to modernize our IT systems to make our business processes simpler and more streamlined. We decided to start by looking for a solution to digitalize the service. We chose Blue Dynamic as our strategic partner for digital transformation. The decisive factors for us were business focus, transparency and competence in the field. They are people who first and foremost seek to understand the key business needs and then select the appropriate IT solution for them, and this suits us.

Pavel Balog
CFO

Case study

First of all, we would like to thank Blue Dynamic very much for their professional approach in all aspects of cooperation. We are fully aware that our overall requirements for the CRM system were not standard and an individual approach was directly required. At this point, I do not regret a single step with choosing a company that provided us with full comfort in the solution, individual approach and service. Not only am I satisfied with the company, but I can say straight away that I look forward to further future cooperation.

Ladislav Zimovjan
Sales Director

Case study

We chose Blue Dynamic as a strategic outsourcing partner for comprehensive 24x7 infrastructure and application support. The personal and team commitment of their team means real support for BCC innovation.

Jan Bloemendaal
Chief Information Officer

We chose Blue Dynamic to help us implement Dynamics AX in our newly created business unit in the Czech Republic. From day one, the entire team handled our requirements with a high level of professionalism and always provided a quick resolution to our requests and issues. After almost five months of working together, we are confident that we made the best choice!

Ivan Fernandez
IT Manager

We were looking for a partner who had proven experience with roll-out in Central and Eastern Europe and would help us guarantee compliance with legislative obligations. We got a partner who knew exactly what needed to be done and had an effective solution to all our requirements and needs. At the same time, he was able to get along with our current supplier better than we could. The results of the collaboration confirm that Blue Dynamic was a great choice.

Robin Hickson
Manager of Global ERP Systems and Integration

We chose Blue Dynamic consultants to implement Dynamics 365 - our previous system was already working under their supervision and they know our environment and needs perfectly. We believe that working with the new system will bring us further streamlining of our internal processes.

Ales Snizek
IT Project Manager

Created by potrace 1.16, written by Peter Selinger 2001-2019

Few suppliers offer the combination of industry knowledge, experience and quality 24/7 support. With Blue Dynamic's help, we have seen a real reduction in ICT costs while improving our ICT processes.

Nicola Campio
CFO

We were pleasantly surprised by the speed, stability and scope of the entire ERP system. But what we appreciated the most was the rocket speed of its implementation. As a bonus, the positive attitude of the Blue Dynamic team brought a pleasant atmosphere to the cooperation.

Ing. Pavel Čmelík
Managing Director of Inexad

We always strive for the best individual approach to our clients, so we were looking for a system supplier that would have similar priorities. Blue Dynamic met our expectations, tailoring the entire system directly to our need. The team consisted of true professionals who understand their craft. For us, CRM was the next step to happier clients and better organization within the company. We are glad we could put our trust in the hands of this company as they did everything as promised.

Jan Chodora
Sales Director CZ/SK

You can rely on Blue Dynamic

Dozens country

Customers operating in 26 countries use our solutions and services.

Hundreds of customers

We have helped hundreds of customers improve their processes and IT operations.

Thousands of users

Thousands of users rely on us for their daily work.

Millions of hours

We have worked millions of hours to create solutions for our customers.

Need to know more? Contact us!

Štěpáín Kněžek Blue Dynamic

Štěpán Kněžek

Sales Manager
stepan.knezek@bluedynamic.cz
+420 607 032 908

LinkedIn

eGor KoValev

Account Manager
egor.kovalev@bluedynamic.cz
+420 720 953 784

LinkedIn
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