IT Support 24x7

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.

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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.

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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:

Priority 1

Response time: 30 min.

Resolution time: 4 hours.

Characteristics

  • 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

Priority 2

Response time: 1 hour

Resolution time: 12 hours

Characteristics: 

  • 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

Priority 3

Response time: 8 hours

Resolution time: 1 day

Characteristics: 

  • 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

Priority 4

Response time: 1 day

Resolution time: 3 days

Characteristics: 

  • 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.

Priority 5

Response time: 2 days

Resolution time: 5 days

Characteristics: 

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

Priority 1

Consequences for the Customer:

  • 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

Priority 2

Consequences for the Customer:

  • 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

Priority 3

Consequences for the Customer:

  • 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.

Priority 4

Consequences for the Customer: 

  • 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

Priority 5

Consequences for the Customer:

  • 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
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SUPPORTED SYSTEMS & 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

Databases

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

Operating systems

  • Windows
  • Linux
  • Unix
  • Solaris

Servers

  • IBM
  • ORACLE
  • DELL
  • HP
  • SUN

OPTICAL SWITCHES

  • Brocade

Storage

  • IBM
  • ORACLE

NETWORK ELEMENTS

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

They said about us

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.

Jan Bloemendaal
Chief Information Officer

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.

Aleš Snížek
IT Project Manager

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.

Nicola Campio
CFO

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, 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.

Robin Hickson
Manager of Global ERP Systems and Integration

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.

Ing. Pavel Čmelík
Executive Director

„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.”

Jan Chodora
Sales Director CZ/SK

We take care of our customers

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NEED TO KNOW MORE? CONTACT US.

Leave us your contact details and the Blue Dynamic team will get back to you within 48 hours.
Štěpán Kněžek
Sales Manager

stepan.knezek
@bluedynamic.cz

+420 607 032 908

Štěpáín Kněžek Blue Dynamic