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
Immediate resolution of incidents (application), Implementation of changes leading to immediate resolution of the reported /started incident
Immediate resolution of Incidents (infrastructure)
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.
Based on the agreed level of provided service, we guarantee the following response and resolution times:
| Priority | Characteristics | Response time | Resolution time |
| 1 | Outage 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 min | 4 hours |
| 2 | Outage 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 hour | 12 hours |
| 3 | Outage 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 hours | 1 day |
| 4 | Outage 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 day | 3 days |
| 5 | Outage 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 days | 5 days |
How we prioritize issues based on the impact on business and on the productivity of customers’ users:
| Priority | Consequences for the Customer |
|---|---|
| 1 | Services 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 |
| 2 | Services 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 |
| 3 | Services 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. |
| 4 | Services 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 |
| 5 | Services 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:
| Reporting | MS Reporting services |  |
|---|---|---|
| Cognos Reporting | ||
| ERP & CRM | MS Dynamics AX |  |
| MS Dynamics NAV | ||
| MS Dynamics CRM | ||
| WMS GOLD | ||
| Microsoft Exchange |  | |
| Zimbra | ||
| Bezpečnost a zálohování | Firewall (Linux IP tables) |   |
| ISA server | ||
| Symantec | ||
| IBM TSM | ||
| Veeam | ||
| Komunikace a kolaborace | SharePoint |    |
| MS Project Server | ||
| MS BizTalk Server | ||
| Lync, Skype for Business | ||
| Office 365 | ||
| Windows Azure | ||
| Anywhere 365 | ||
| Wiki | ||
| Virtualizace | Vmware vcenter |  |
| Esx, Esxi | ||
| Hyper-V | ||
| Middleware | JBoss |  |
| 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 |
