Critical Service

Reduce downtime risks with the perfect blend of proactive and reactive support.

Critical Service brings you the best of both worlds: expert proactive services to keep your mission-critical multi vendor hardware and software available 24x7 - plus fast reactive support for seamless resolution whenever unforeseeable problems crop up. This Care Pack service helps you understand and avoid the causes of downtime, meet your availability-level commitments, and enjoy the multiple benefits of collaboration with a true IT support partner.

Proactive services

Your assigned support team of certified experts first conducts an assessment of where you are today. This is used to design a strategy to bring your IT commitments in line with your business goals. Your team meets with you quarterly to discuss progress and ongoing alignment with your goals. The team also provides you with custom-tailored change management guidance and advice. Working closely with your IT staff and management, your team can identify and manage delivery of technical services for improvements in areas such as availability, capacity management, change planning, and security.

Leading-edge remote technologies and tools monitor your environment's stability, minimize downtime, enhance performance, and increase the return on your IT investments.

Reactive services

If a critical problem occurs, Microreksa Services helps you address it quickly via accelerated recovery and restoration processes. You're immediately connected with experienced support specialists for prompt troubleshooting and resolution. Microreksa Services commits to resolve your hardware problems in 6 hours, although most problems are resolved even faster.

Choose Critical Service when you need to:

•  Boost business productivity through increased server, storage, networking, and applications availability
•  Minimize business losses caused by IT downtime
•  Reduce risk and improve efficiency by proactively managing changes across your IT   environment
•  Resolve complex problems quickly through direct access to Microreksa Services expertise and   hands-on assistance
•  Rapidly access single-source support from a team familiar with your business and technology   infrastructure
•  Free your IT staff to focus on strategic business issues

Service highlights

• Service-level management
  - Assigned certified customer support team
  - Remote monitoring of your environment's stability
  - Quarterly onsite support planning and activity review meetings
  - Two Microreksa technical services engagements
• Availability management
  - Site environmental survey
  - Availability checkup to assess your IT environment against your availability objectives
• Configuration, change, and release management
  - Quarterly operating systems patch analysis and management
  - Quarterly firmware updates and micro-code recommendations
  - Remote monitoring, analysis, and management
• Incident and problem management
  - 24x7 coverage
  - Dedicated mission-critical phone number for problem resolution
  - Immediate connection to experts and intervention for critical hardware and software problems
  - Immediate dispatch of an engineer for critical hardware problems
  - Accelerated escalation management