“Without D2NA, I don’t think Lifeways would be where they are now with regard to our IT.”

– Lifeways Plc

Pay only for what your business needs

Proactive support is the only way to solve and prevent issues, before they become problems for your people.

We provide a range of IT Support Solutions to businesses looking for a tailored infrastructure package that is reliable, efficient and cost-effective.  You simply choose the services you need and we do the rest. There are a range of benefits associated with our IT Managed Service but the main one is the fact that you only pay for what you need. Select from one of our pre-defined packages or build your own customised package from the services listed below.

  • FeaturesStandardPremiumPremium+Custom
    Service Desk

    The Service Desk is comprised of a software helpdesk system, people and processes.

    It's in operation and continuously resourced during business hours (or 24-7 if that option is selected – see below).

    YesYesYes
    Service Level Agreement

    All support contracts include a customised agreement that defines how long it takes to fix Support Incidents and Problems. SLA’s are applied to any support feature within the service catalogue, i.e. this list.

    Other ITIL features such as Change Requests and Service Requests are handled under project management guidelines.

    YesYesYes
    Advice

    All support contracts come with unlimited free advice built in. We see this is one of our primary purposes .

    YesYesYes
    Monitoring

    Automated systems that monitor the health of your IT infrastructure.

    Network, Server, Storage & Virtualisation layers of the network are monitored from a single Cloud based console, with customisable Email and SMS alerts.

    YesYesYes
    Annual Infrastructure Review

    This is a critical part of how we deliver our strategic support service, and its part of our 6 Step process.

    YesYesYes
    Renewals Management

    We manage the renewal process of all your critical IT infrastructure, ensuring all aspects of your IT network are fully covered.

    YesYesYes
    Account Meetings

    Communication is 50% of what we do and regular contact using all forms of communication available, including face to face meetings, are essential to create meaningful enduring business relationships.

    YesYesYes
    Infrastructure Support – Remote

    Unlimited* remote support of specified equipment or systems (typically servers – virtual and physical, storage, switches, routers, firewalls, backup and DR systems, within SLA’s.

    *Fair use applies.

    YesYesYes
    Infrastructure Support – On Site

    Unlimited* on-site support of specified equipment. Initial diagnosis done remotely, site visits provided as needed, within Service Level Agreements.

    *Fair use applies.

    YesYes
    End User Support

    Unlimited* Direct Support for End Users within your organisation.

    *Fair use applies.

    YesYes
    IT Department Support

    3rd line support for IT departments, including cover for internal staff absence or additional resources.

    Typically, End User support is then provided by the IT department internally, but the two can also be used together.

    YesYes
    Daily Safety Checks

    As well as using automated monitoring systems, we also perform daily checks of your IT environments.

    Typically this includes backup checks, but can including anything from general server health, to specific checks such as logging on to a software application.

    YesYes
    Monthly Test Restores from Backup

    When it comes to the integrity of your data, we leave nothing to chance. As well as automated monitoring systems and daily log checking, we also perform regular file restores to ensure data is properly backed up.

    YesYes
    Management of 3rd Party IT Suppliers

    We take an umbrella approach by diagnosing all problems in the first instance. If a problem needs to be fixed by a 3rd party, for example a software application vendor, we will liaise with them to get your issue resolved.

    In short, we take responsibility and collaborate with your other IT suppliers.

    YesYes
    Monthly Service Reports

    Reports emailed to you every month, detailing Key Performance Indictors about how your support services are being delivered, allow you to remain in control of your IT systems at all times.

    YesYes
    Change Management

    Coordination and management of planned changes to the IT Infrastructure, providing assessment of risk and approval.

    YesYes
    Mobile Device Support

    Operating system support of mobile devices used in your organisation, such as iPhones, iPad’s, Blackberry’s, Windows Mobiles, and any other mobile device used to access your company’s data.

    Yes
    Patch Management

    Regular maintenance plans to install approved patches to operating systems in your organisation. Usually done out of hours.

    Patching typically includes server operating systems but can also include infrastructure systems such as VMware and Citrix or software applications (by arrangement and providing 3rd party support agreements are in place).

    Yes
    Asset Management

    Identification of IT related assets within your estate, which includes the use of automated network scanning tools, managed and controlled via an asset database.

    Yes
    License Management

    Complete end-to-end management of license agreements for all your IT related assets, including discovery, compliance reports, management of vendor portals, and installation of license keys in your IT assets.

    Yes
    Pro-active On-Site Visits

    Regular on-site maintenance visits from qualified technicians. Can be any frequency but typically weekly, monthly, or quarterly.

    Building regular on-site visits into your support contract brings great benefits and can be used for strategic planning, as well as pro-active maintenance and support incidents.

    Yes
    Guaranteed Uptime

    Support services are provided on a best-efforts basis but for an additional investment, we can provide uptime guarantees with contractual penalties for any downtime.

    It may require additional investment in resilient systems.

    Yes
    24-7 Support

    We provide 2 tiers of 24-7 support services. Both services provide an emergency response for critical issues.

    Tier 1 is a 24-7 call handling service with a ‘best-endeavours’ technician response. This is a popular service because its low-cost but with historical technician response rates of over 96%.

    Tier 2 is a 24-7 guaranteed on-call technician response. This is a premium service for businesses where 24 hour up-time is essential to operations.

    Software Application Support

    We concentrate on what we are good at, which is IT Infrastructure, Virtualisation and Cloud.

    We expect or customers to have 3rd party contracts in place for business-critical software applications.

    However we do have expertise in some common software applications – please ask for details.

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