Our Managed Service Models:
Our Classic On Premise Support offerings start with our proven solutions deployed on your own hardware and in your data center.
We work with you to create a Service Level Agreement and a support model tailored to your requirements using the support capabilities in our flexible service catalogue.
Support can range from simple on-demand Application Management Services as required to full support of all applications, OS, hardware and database on an annual contract basis.
Our MDM Appliance leverages 15 years of best practices and lessons learned to bring fast time to value – typically within 90-120 days. Our solution appliances come with preconfigured hardware and data models, implementation, standard integration hooks, and advanced reporting features in a 3 year fully managed service to allow you to realize benefits with minimal impact on your staff and resources.
And when you are ready for cloud we simply migrate your appliance to the cloud of your choice (AWS, SoftLayer, Azure).
Everyone is talking about “the Cloud” these days and everyone has a different definition of what “Cloud” means from hosting to infrastructure as a service (XaaS) to full software as a service (SaaS)”. And we are currently living in a “buyer be informed” world.
We have extensive experience working with enterprises to manage our solutions in a cloud provider environment. We create a Service Level Agreement and support model that works for you, secure the appropriate access and agreements, and set up the correct monitors, tools, and processes.
Our Service Catalogue Overview
We offer a flexible service catalogue of managed support and can work with you to tailor a service to your needs.
|IMT Installed Software|
|Help Desk / Single Point of Contact||√||√||√||√|
|Production Support Business Hours||√||√||√||√|
|Production Support 24 x 7 – Severity 1||$$||$$||√||√|
|Production Support 24 x 7 – Severity 2||$$||$$||√|
|Non-Production Environments Support||0||1||2||3|
|SME Access – Hours/Month||0||5||10||15|
|Performance Tuning / Troubleshooting||√||√|
|IMT Custom Component|
|Bug Assessment / Fixes||√||√||√||√|
|Custom Configurations Support||√||√||√||√|
|Proactive Feature Enhancements||√||√|
|Monthly Health check reports|
|Environment, logs & notifications||√||√||√|
|Failed message notification, throughput||√||√|
|Advanced real-time monitoring|
|Environment, logs, messages||√||√|
|Performance & throughput||√|
|Application Patch Notification||√||√||√|
|Application Patch Deployment||$$||√|
|Available on an as-needed basis, retainer fee arrangement, or on a long-term contract.|
$$ = additional fee