Support Services

Accelrate IT optimization with 100% support

For quick and certain service restoration and improved control, we support your IT personnel in responding to and resolving problems.

In order to help you manage your estate more cost-effectively and in situations where a fully managed service is not an option for your organisation, the portfolio is set up to allow you to select the best service level for each asset from each of the four service plans, ranging from Remote to Mission-critical. It also includes a set of additional Proactive Support Services service options.

What sets Aipalisade apart?

coordinated management Integrated ITSM procedures for networking, collaboration, communication, and security infrastructure across technologies and providers

one contract for support services Manage IT operations more easily with a single international contract.

Our skill set and method of delivery

Using a three-tier delivery strategy, the world's knowledge and local knowledge are combined.

Global support for several vendors' parts
Elite architects and security experts

The Proactive Support Services offered by Aipalisade can be added to any of the base service plans. Without giving up any control, these service choices help you manage their estates more effectively and pro-actively.

Our offerings:

Monitoring of capacity and availability using asset tracking and analytics
Configuration for Third-Party Incident Coordination
proactively solving problems
Managing Technical Accounts
Integration of IT Services for Assurance of Delivery
Moving, Adding, Modifying, and Deleting (MACDs)
Version updates every year

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Asset Tracking and Analytics

ICT assets can be hard to keep track of in today's business world due to its rapid pace. We have the capacity to track your installed technology assets for Cisco assets, which can help your asset management procedures. In order to help with asset record keeping, financial management, upgrade planning, asset consolidation, budget planning, and end-of-sale and end-of-support planning and reporting, this service offers useful information via interactive live dashboards.

Availability and Capacity Monitoring

The ability of a business to continue operations can be severely impacted by underperforming or unavailable ICT equipment. We can remotely check your infrastructure and application environments to look for circumstances that could indicate problems or outages that could affect business continuity. We have a wide range of technological capabilities, and our Manage Centre client service portal offers an increasing number of automations and reports.

Configuration Archive

A backup of the most recent known-good configuration file is one of the best ways to guarantee the quickest repair timeframes when faults occur. In an emergency, trying to regenerate the old configuration could take a lot of time. There are frequently minor configuration adjustments that have been made that won't be noticed for weeks or months. The key to achieving this benefit is automated configuration backups that contain at least the two most recent configurations.

Proactive Problem Support

Give clients a reason to transact with you.

Although recurring problems are identified and fixed as part of the base Uptime service, we also offer proactive problem support. With this service, we open a problem service ticket to identify the cause of any potential future downtime after routinely reviewing service incidents, troubleshooting other problems, or as recommended by your organisation.

Technical Account Management

Technical Account Management (TAM) establishes a Technical Account Manager (TAM), a senior engineer who is committed to or assigned to your operations and who is responsible for monitoring and tracking support requests, resolving problems, and identifying opportunities to increase availability.

IT Service Integration

To fulfil the anticipated end user pleasure, clients and service providers must use automation and value chain integration. We are able to integrate and automate ITSM systems and procedures with your company, Aipalisade, and/or outside partners. Our business-to-business (B2B) software interface automates the information transfer between two ITSM systems, ensuring the precision and consistency of service management procedures.

Service Delivery Assurance

Give clients a reason to transact with you.

A Client Delivery Executive (CDE) will be assigned by Aipalisade to represent your organisation within Aipalisade and ensure service level continuity. They serve as the main conduit for controlling the interaction between you and Aipalisade regarding the Services. The CDE will be in charge of creating the framework for service governance, setting the agenda for, and directing all service management review meetings, as well as making sure all procedures and paperwork are in order.

Third Party Incident Coordination

Multiple parties must regularly be managed by organisations in order to bring service-impacting crises to a close. This is both time-consuming and ineffective. In order to relieve your organisation of the burden of managing many parties and potential conflicts among them, we will coordinate incident-related third party operations. Your telecommunications provider is the most typical user of this service choice.

Annual Version Updates

Just to maintain and remain on top of software upgrades, patching, security fixes, and configuration changes can be a considerable operational burden. Failure to do so may expose your company to danger and result in noncompliance. We proactively upgrade, test, and patch each covered configuration item once a year in accordance with change management policy and procedures based on vendor changes.