Turnkey Managed Services – Silver

Johannesburg, Gauteng, South Africa
Not rated yet
7 days

Job Description

SybaWeb offers turnkey, full-service IT managed services solution that includes the best certified experts in the industry, 24/7 support, all wrapped in a service level agreement that financially guarantees satisfaction. Their Managed Services encompass full support for every aspect of your IT infrastructure, from basic desktop support to specialised server maintenance. Our management methodologies and systems we implement strive to eliminate downtime whilst offering a predictable monthly IT management, maintenance and support cost. Proper proactive maintenance of a network will improve your productivity, increase the security and reliability of the systems, and save you money in IT support costs. A proactive approach to support your IT is the answer, with on-going monitoring and maintenance reducing the need for onsite visits, as well as remote support allowing problems to be dealt with instantaneously, thus reduce down-time. From back-end accounting programs to mission-critical applications, such as *****, and customer facing technologies, like a website, SybaWeb will ensure that your company can rest easy knowing that your IT systems are well looked after. turnkey managed services visual

What Managed Services You Get

This Package is designed to support:
Workstations  25  R 11 250
Network  1  R 950
Servers  2  R 3 000
TOTAL  R 15 200
This structure can be tailored to suit the needs of your business. All packages include:
  • One single port of call to support your entire IT infrastructure.
  • Access to a large resource of certified technical engineers.
  • 24x7x365 locally based Service Desk.
  • Customisable Service Level Agreements to suit your organisation's needs.
  • Dedicated Account Manager.
  • Monthly consultations with your dedicated Account Team.
  • Standardisation of IT for all branches.
  • Proactive monitoring, management and maintenance of all your systems.
  • Increase the security and reliability of your IT systems.
  • Enhanced business continuity and disaster recovery.
  • Fast, efficient and secure access to company data continent wide.
  • Asset management and inventory control.
  • Continuous business improvement with strategic guidance and consultancy for optimising your IT infrastructure including business case preparation and upgrade planning.

Why Buy This Managed Services Package?

Companies turn to Managed Services when looking to improve the efficiency and reliability of their IT operation. Managed Services offer proactive systems that ensure increased productivity and security for companies at a fixed monthly expense. Dedicated account managers also ensure that companies stay on top of their IT and develop IT strategies going forward.

Job Requirements

  • Any IT infrastructure details that will require support
Please note that Sybaweb will discuss this with you during the purchase process.

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Monitoring and alerting

Sybaweb is responsible for deployment and maintenance of proactive monitoring, default monitors are put in place, any additional service specific monitors that are required must be requested by the client. Alerting is setup to alert the Sybaweb service desk, any additional contacts to receive alerts must be requested by the client.

Performance trending and optimisation

Standard system performance monitors are put in place to monitor and track system performance to assist with capacity planning and performance related issues. Additional monitors can be requested by the client. Optimization on the Service, Operating System, Hypervisor and Storage levels are provided by Sybaweb.

Microsoft patches

Microsoft patches are applied to servers during a weekly maintenance window set by the client. As part of this process servers may be rebooted to complete the installation. Should the maintenance window provided not be suitable on a particular week the client can request that the maintenance window is postponed to a suitable time. By default, only patches classified as critical or important will be automatically applied, optional updates may be installed if it is deemed to provide a benefit or it is requested by the client. Sybaweb may choose not to apply certain patches that have failed Sybaweb testing or have known issues. The client may request that these patches are manually installed. The client may also request that any patch is held back should they require.

Incident, problem and change management

Sybaweb's service desk implements Incident, Problem and Change management based on the ITIL v5 framework. Guaranteed response times are set by priority, which is calculated based on the following table. turnkey managed services table The priority is set by Sybaweb Service Desk Staff, should a client disagree with a priority assigned, they can contact their Sybaweb Account Manager to have the priority reviewed. Response times for the different priorities are as follows.
Office Hours (07:30-18:00 GMT+2 weekdays):
  • Critical: 1 hour
  • High: 4 hours
  • Medium: 8 hours
  • Low: 72 hours
After Hours (18:00-07:30 GMT+2 weekdays, weekends, South African public holidays):
  • Critical: 3 hours
  • High: 17 hours
  • Medium: 21 hours
  • Low: 72 hours

Firewall

A shared firewall/router firewalls traffic from the internet. By default all inbound ports are blocked and all outbound access is allowed. Client may request ports be opened or that the default allow/deny policy is changed on a per client, or per server basis.

Virtualisation

Sybaweb manages all elements of the virtualisation service, which is offered as Platform as a Service. The underlying technologies, hardware, etc form part of Sybaweb�s intellectual property and not publicly disclosed. Sybaweb may change these systems without notice, as long as the change has no impact on the uptime or performance of the client's contracted Virtual Machine offering.

Anti-Malware

Vipre Business is deployed and threats found create incidents on the Sybaweb Service desk to be resolved. Licensing, scanning and cleaning are all the responsibility of Sybaweb.

Backups

Backup regimes are setup on a case by case basis and are the responsibility of Sybaweb, details for a specific regime can be found in the Sybaweb Provisioning Report. The client may request changes to the regime at any time, these changes may carry storage, bandwidth and/or software licensing costs.

High Availability (hypervisor/SAN layer)

Sybaweb provides redundant infrastructure to improve the resilience of clients server instances. These include:

SAN - Active/Passive Failover

Hypervisor - N+1 redundant hypervisors are deployed to minimise downtime in the event of a node failure.

Disaster Recovery

Optional DR sites are available on request and vary in cost depending of level of redundancy, VM specification, DR site location and bandwidth requirements for remote site.

Networking, Routing and VPN

All switch and router infrastructure is fully managed by Sybaweb and is located on shared infrastructure. Dedicated infrastructure is available on request and may carry additional costs. IP addresses and routes are provided and managed by Sybaweb, additional IPv4/6 address space is available on request and may require justification according to AFRINIC policies before requests are granted.

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