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Hotline Consultant

Managed IT Support Services

Reduce IT support costs, increase user loyalty, and safeguard stable system performance with our team of experienced IT support engineers

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Value We Deliver With IT Support Services

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Assessment, configuration & optimization of the end-to-end support processes

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Software systems selection & roll-out, processes and documentation setup

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L3 support incl. ERP system customizations as per the end-customer's  requirements

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We do requirements management, documentation & systems configuration

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Halving release management efforts of product team through process optimization.

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End-to-end process establishment, legacy support systems replacement

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IT TAKES US ONLY

10 DAYS

to launch turnkey support for you

AVAILABLE

24/7

to support your users anytime

FIRST REACTION IN

< 1MINUTE

after the incident is recorded

We Will Help You

Overcome complex issues

Our IT technical support and maintenance services offer two levels (L2 and L3) of support. The first gets you back on your feet quickly, following a failure. The second offers the most fundamental level of support for complex issues – helping you improve software by changing your program code.

Protect your IT solution

We’ll help you identify problems and potential risks with your IT solution, then provide a swift resolution that gets you back up and running quickly, reducing revenue loss. We help you adapt to environmental, IT infrastructure and integration point changes, so your systems maintain operations even in a changing landscape.

Transfer and manage duties and risks

Your in-house team can stay engaged with your core business, while we take care of your IT infrastructure. We’re also on hand to provide after-hours support, for those unforeseen circumstances.

Reduce TCO of IT systems

Our years of expertise ensure a smooth setup and robust support framework, allowing you to reduce TCO, as well as benefitting from faster issue resolution, better customer feedback and reduced expenditure on systems maintenance.

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How can Plexteq support you?

What We Do

Once a problem is reported, our team will isolate the cause and resolve it as soon as possible. In addition, we can set up monitoring tools and proactively react to any incidents and potential issues, resolving them before your users ever notice. We offer following technical support lines:

L2 Technical Support

We’ll help you quickly get back on your feet following a systems failure, without making any changes to your software code. Our L2 service covers: 

 

- Applications

- Databases

- Middleware

- Cloud infrastructure

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You can get outsourced IT support services delivered on a turn-key basis or covering only the areas you need and fitting into your existing process. The team pays much attention to process & workflow optimization, knowledge base creation, and management, as well as advanced training of our support engineers.

Support Team Extension

Apart from providing IT support-managed services, we also help our customers extend their existing teams with IT, support engineers, either on a long-term basis or as peak resources.

 

Our experts easily merge into customers’ organizations and are actively involved in incident solving, troubleshooting, extended analytics and reporting, workflow and processes development.

How Does It Work

1 > Analysis

We start with the analysis phase, which usually takes about 4-5 days as we have done much homework to speed up the process.

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At this stage we:

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  • Analyze your needs, goals, existing process, and constraints

  • Elaborate & document the requirements

  • Offer structured choices of what we can do for you

2 > Setup

Once the solutions have been agreed upon, the implementation part follows. We make all necessary arrangements to launch the service which takes around 10 days on average.

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At this stage we:

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  • Train consultants to work on the project

  • Update your service infrastructure, embed tracking systems and tools

  • Test the solution

3 > Operation

Once the process, systems, and tools are set up and tested, the actual support begins. During the operations, we focus on stable and high-quality service delivery,  KPI monitoring, and improvements.

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At this stage we:
 

  • Provide services within the agreed scope

  • Monitor KPIs,  provide regular reports and  analytics

  • Continuously work on service improvement

Results are achieved through applying following service components to your case

System Monitoring

System Health Monitoring helps safeguard system uptime & identify potential issues before they become a threat to your business. It helps take the guesswork out of troubleshooting & diagnosing potential issues and lessens the burden on the IT staff. Our 3rd line support engineers can help you choose, set up, and continuously operate system health monitoring systems and tools.

We Do

  • Efficient infrastructure monitoring and log collection systems implementation

  • Setup proactive system reporting and incident notifications

  • Incident troubleshooting

  • Improvement follow-up actions in order to automate routine tasks, fix bugs, or deploy new infrastructure components

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Tools We Use

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Zabbix

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Ansible

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Nagios

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Gitlab

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Jenkins

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CircleCI

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Terraform

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ServiceNow

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Zendesk

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Salesforce

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Flyway

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Liquibase

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AppDynamics

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New Relic

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Sentry

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Kibana

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Kubernetes

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Docker

Our Philosophy in Managed Services

Reliability

  • Well defined service processes with a special focus on planning and delivery control

  • Refined HR processes aimed to safeguard sustainable and uninterrupted service delivery

  • Robust quality control with a range of KPIs to track delivery quality and efficiency

Transparency

  • Regular and detailed reporting on different management levels (weekly, monthly, etc.)

  • Clear, predictable, and consistent billing accompanied by detailed expenditure reports

  • Extensive use of task & project management systems like Jira, Confluence

Partnership

  • Focus on delivering business value instead of just performing the tasks assigned

  • Working processes tailored for synergy with customer organization and business ways

  • Constant strive for optimization, better performance, and collaboration efficiency

Let Us Discuss How Our Team Can Contribute To Your Success

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