Post Project Support Offer

Amicus ITS is committed to delivering value at all stages of the project lifecycle to ensure customers are completely comfortable with the delivered result and to offer guidance with any technology related questions or issues.

For each project delivered by Amicus ITS Limited, a proactive monitoring and solution support service is provided, free of charge for two months. Amicus ITS will track, and report on, the health, availability, performance and utilization of the newly installed solution and provide remote diagnostics and incident resolution using an ITIL aligned service model.

What’s included?

• Detailed monitoring of the new solution to include:
  • Availability, performance and capacity monitoring
  • Application and OS health
  • Hardware health
  • Backup status and throughput check
• Advanced Management Information Reporting
  • service availability,
  • capacity trending,
  • incident details,
  • SLA compliance,
  • Patch Compliance
• License monitoring and Compliance
• Automatic fault detection and alerting
• Remote problem resolution

Key Benefits

• Continuity between Amicus ITS delivery and proactive management post sign-off
• Fault management using an ITIL aligned incident management model.
• Business facing reports will be provided to demonstrate the health, performance, availability and utilization of the solution.
• The monitoring solution requires no VPN tunnels, no administrative passwords and is secured using 128-bit SSL (encrypted) traffic.
• The solution is domain and location agnostic and can be used at every layer of the infrastructure, from PC’s and printers to switches, routers and servers.

What next ?

Upon completion of the two month period, and on agreement with the customer, Amicus will conclude the project as successful and disable the monitoring service. Often, the customer may wish to retain the service for a longer period of time or extend the scope to cover other areas of the infrastructure. The following options are available in this instance:

Software as a Service (SaaS) where Amicus ITS provides the customer with access to the monitoring solution for operation, managed by its in-house IT team.

24x7 Proactive Infrastructure Monitoring Amicus ITS will provide 24x7 monitoring of the infrastructure and deliver fault notification and management information reporting to the customer.

24x7 Remote & Onsite Support Amicus ITS will provide remote and (or) onsite incident resolution in the event of any faults reported in the infrastructure.

Flexible Model Allows for a combination of options to be applied in any given scenario. A frequent requirement is for Amicus ITS to complement an internal IT service by providing out of hour’s coverage, handing back to the IT department during the day. This option allows an organization to provide a 24x7 service, without the overheads of additional staff and a rota system.

Post Project Monitoring