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.
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.
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.
Blue support is primarily provided as a whole and consists of the following components:
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).
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.
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:
Demonstration of the work process
Response time: 30 min.
Resolution time: 4 hours.
Characteristics
Level of impact: Impossible to work and perform business activities
Response time: 1 hour
Resolution time: 12 hours
Characteristics:
Level of impact: End users are unable to continue working
Response time: 8 hours
Resolution time: 1 day
Characteristics:
Level of impact: End users are able to continue working with limitations
Response time: 1 day
Resolution time: 3 days
Characteristics:
Response time: 2 days
Resolution time: 5 days
Characteristics:
Consequences for the Customer:
Consequences for the Customer:
Consequences for the Customer:
Consequences for the Customer:
Consequences for the Customer:
We chose Blue Dynamic as a strategic outsourcing partner for comprehensive 24x7 infrastructure and application support. Their personal and team engagement means real support for BCC's innovation.
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.
Few suppliers offer the combination of industry knowledge, experience and quality 24/7 support. With the help of Blue Dynamic, we have seen a real reduction in our ICT costs while improving our ICT processes.
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!
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, they were 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.
We were pleasantly surprised by the speed, stability and scope of the entire ERP system. 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.
„We always strive for the best individual approach to our clients, which is why 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.”
CZ