Tiered Managed Support Solutions


ESP is a specialist provider of intelligent IT infrastructure, support services and technical maintenance solutions. For our Managed Systems Support customers we offer a tiered model so that they can choose the level of support required for their business needs with the opportunity to bolt on additional support services. There are four levels available starting at Bronze through to Platinum, support elements are broken down into five modules, Incident Management, Monitoring & Management, Installations, Hardware Cover and Service Visits.

Incident Management

This module is the standard day to day fault diagnosis and resolution of user and system faults.

Monitoring & Management

This is the remote monitoring and management of the core IT infrastructure. This takes the responsibility away from the client managing their IT as the infrastructure is now monitored remotely.

Installations

This module covers the installations and configuration of new hardware and software.

Hardware Cover

This module covers the basic hardware. In the event of a hardware failure ESP is responsible for replacement.

Service Visit

These are regular site visits by ESP engineers; these are determined by the level of support/tier chosen. These are for direct on site support and end user assistance. It’s also an opportunity for the engineer to do a physical review and ‘health check’ of the server infrastructure.

“We needed to find a partner in the UK that we could trust with our first step into the UK market. ESP proved a worthy choice and worked to extremely tight timescales to ensure the project was a complete success.”

Pete Harrington (Campbell Page Australia)

Read how ESP helped Campbell Page break into the UK with a hosted Citrix platform.