Proactive Managed Service

Available when you need us

Qubic Proactive Managed Service

Traditional IT service and support can be confusing; typically multiple service contracts spread across different providers, various warranties and software licences to manage and a diverse portfolio of devices and peripherals to look after. Service agreements can overlap or there can be gaps with no party taking responsibility. Usually, you have to wait until something goes wrong to find out that you have a problem.

Qubic has simplified the whole process by bringing all your IT support under a comprehensive, single, managed service. It may be comprehensive but it’s not ‘one-size fits all’. We recognise that organisations work differently; some work around the clock others are just 9 to 5, some need everything fixed immediately, others can wait a day or so. Plus, we don’t wait until things go wrong, our proactive monitoring can anticipate issues before they arise so action can be taken.

Proactive monitoring by the NOC

At the core of our Proactive Managed Service is our Network Operations Centre (NOC) that uses people and technology to constantly monitor every aspect of your system against a pre-determined performance template. It monitors parameters such as disk, memory and processor usage, network performance or hardware errors.

Help desk

If anything goes wrong, the help desk is there to sort out the problem over the phone; it could be a user who’s forgotten how to insert an image into a Word document, it could be a user who cannot get their printer to print or it could be a server issue. Whatever it is, the help desk will talk the user through the issue, remotely support and fix where possible or arrange an on-site visit if needed.

On-site visits

Wherever possible, we will resolve issues remotely but there are some situations that require an engineer to visit; we have a team of fully qualified engineers to undertake those visits.

Available when you need it

We have three levels of service; you just pick the one you need.

Round the clock

Your entire system is monitored 24 hours every day with corrective action taken remotely as necessary. The help desk is also available at all times for all users. Any on-site visits required will be scheduled in accordance with agreed SLAs.

Working hours

This gives your whole system cover Monday to Friday from 9 to 5 and access to the help desk but even outside of hours, the NOC is monitoring your systems with corrective action taken remotely as necessary. Any on-site visits required will be scheduled in accordance with agreed SLAs.

Extended hours

If an organisation needs cover later into the evening and at weekends our extended hours option give helpdesk cover seven days a week from 8 to 8. You still get 24/7 NOC monitoring and around the clock remote corrective action and any on-site visits required will be scheduled in accordance with agreed SLAs.

Remote only cover option

If you don’t need on-site support we can offer a remote only service that gives you NOC monitoring and fix and help desk but no on-site support.

Service matrix

Standard cover with on-site support

Working hours Extended hours Round the clock
NOC monitoring 24/7 24/7 24/7
NOC fix 24/7 24/7 24/7
Helpdesk support Monday to Friday 08:30 to 17:00 Monday to Sunday 08:00 to 22:00 24/7
On-site support Monday to Friday 08:30 to 17:00 Monday to Friday 08:30 to 17:00 Monday to Friday 08:30 to 17:00
Remote data equipment support Monday to Friday 08:30 to 17:00 Monday to Sunday 08:00 to 22:00 24/7
Patches and updates Included Included Included
Antivirus, anti-spyware monitoring and fix Included Included Included
Remote system changes, user adds, user modifications and other admin tasks under 15 minutes Unlimited Unlimited Unlimited
Hardware warranties and software licence management Included Included Included

 

Adding Value through People

We have team of highly skilled individuals
Most of our engineers have been with us for over 10 years
We invest heavily in professional training
Advice to get the right solution first time

Adding Value through Technology

Delivering innovative technological solutions
Enhancing products like Microsoft Office 365
Powerful UK core infrastructure
Redundant multi-vendor interconnect giving high levels of resilience

Adding Value through Process

Proactive monitoring and management
We can deliver round the clock 24/7 support
We are accredited to the highest standards
including ISO 27001:2013 and ISO 9001
We employ PRINCE2 project management