risual offer a full range of support options, ranging from managed cloud solutions, through to hybrid or traditional on-premise support. Acting as a 4th line extension to your in-house IT team or as part of an outsource programme, risual deliver a cost effective addtion, or alternative, to your current service delivery.
There are many reasons why customers choose risual:
- Direct access to experienced Microsoft Certified IT Professionals (Enterprise) reducing response and resolution times
- Unlimited hours and calls per contract so you’re never left without support
- Flexible and cost-effective pricing models for all types of contract
- 98% performance to Service Level Agreement
- 90% customer retention rate since the business started in 2006
- Proactive application and service monitoring
The detailed menu of support options below are the result of working with our customers to meet their needs. Whilst not an exhaustive list, the bundles below are the most popular based on their value for money and fit with IT operations.
All options can be bought individually or as part of a tailor made solution.
Support
As a leading Microsoft Gold partner risual bring their deployment and consulting expertise to provide software and solution support for Microsoft technology. risual Support Services offers a comprehensive portfolio of support packages and services to allow you to concentrate on aligning your IT delivery with business expectations without becoming over focused on support issues and giving you the heavyweight technical expertise to solve problems quickly.
Telephone based support and remote access
risual’s entry level support service, Server Care STANDARD provides phone based and remote access support on a incident basis, with the option to allow us to remotely connect to your systems and resolve issues. We offer support on a per server basis for a single fee covering any combination of products on our supported products list. Support is purchased on an unlimited incident basis and delivered within standard business hours. You can add out of hours cover by adding the RSS OOH option.
to include Server Care STANDARD plus:
Daily Dawn-Patrols
The Dawn Patrol is a daily check of the supported servers current health and issues. It is completed before standard business hours to ensure that all your critical services are up and running before your organisations embarks on another day. Agreed as part of the Service plan with your IT team, risual will ensure specific areas are checked and flagged ready for your team to either pick up or just be made aware as we fix the problem.
Pro-active application monitoring
Using Microsoft System Center technologies, in particular System Center Operations Manager (SCOM), we offer proactive alerting and monitoring allowing us to receive alerts before problems affect your critical business service and applications. Optionally at no extra cost we are able to raise our own support calls and, with your consent, proactively fix the issues.
Pro-active security update management
The constantly evolving security threat means that your systems need to be up to date with the latest security patches to ensure their continuity and resilience to emerging threats. risual can, with your involvement, advise on the relevant security updates and apply them to your systems remotely, resolving any related issues.
(24 x 7) x 365 cover
All risual PREMIUM support services are offered on a (24 x 7) x 365 basis.
Includes addtional services to Server Care PREMIUM
Full system administration
Detailed server administration may fall out of the day to day administrative skills or time constraints of your in-house team. risual can administer your server applications such as Exchange Server, Windows Server, SharePoint Server, SQL Server and Lync Server.
Our administrative service allows us to assist with your day to day administration, including creating, deleting and disabling user account, email addresses, managing group memberships for your Active Directory and Windows Server based applications.