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Managed Services Portfolio

Insite provides comprehensive support services ranging from 24 x 365 for companies operating in different time zones to standard working hours for those focussed in the UK.

Servicedesk

The Servicedesk is the single point of contact for all IT related issues and is primarily responsible for;
  • Logging calls and issuing a unique call reference number
  • Managing the resolution of calls to the timescales defined in the SLA
  • Enforcing the Change Control process
  • Managing third party resolver groups
  • Producing monthly management reports and trends
  • Notifying and updating management of critical priority issues.

First Line Support

First Line (Desktop) support is responsible for resolving faults which affect individual users or small workgroups. First Line Support undertakes an initial diagnosis of all faults, escalating those which are infrastructure based to Second & Third Line Support.

Second & Third Line Support

Second & Third Line Support is primarily responsible for;
  • Administration, configuration management, pro-active maintenance and support of server infrastructure
  • Administration, configuration management, pro-active maintenance and support of Anti-virus software & Microsoft Windows updates for all devices
  • Configuring and validating backup jobs
  • Liaising with third parties to resolve complex problems.

Secure Server Hosting

Insite provides secure hosting faculties at its purpose built, tier 3, data centre in Tunbridge Wells. Unlike the majority of companies in our sector we own and operate a data centre; we do not co-locate at a shared facility. Services include;
  • Resilient ‘N+1’ air conditioning
  • Resilient ‘N+2’ power supply
  • 24 hour CCTV & intruder alerting
  • Fire detection and prevention
  • Access control system to track all personnel movements
  • All risks insurance excluding theft.

Managed Internet Services

Insite provides the following Enterprise class Internet facilities for clients hosted at its Tunbridge Wells data centre;
  • High capacity, dual homed, leased line connection to different Internet Service Providers
  • Highly available WatchGuard XTM-8 Series Firewalls for Perimeter Protection
  • Load balanced Cisco ASA 5540’s for VPN termination
  • Cisco Intrusion Detection Sensors
  • Barracuda Spam Firewall for e-mail filtering & anti-virus Scanning.

Hardware Break / Fix

In conjunction with CCE Engineering, Insite can provide nationwide, on-site break / fix contracts for the majority of hardware, such as Laptops, Network Switches, PC’s, Printers and Thin Client Terminals.

Virtual Server Rental

Insite owns and operates a considerable VMware virtual infrastructure based exclusively on HP Proliant DL585 servers and an HP StorageWorks EVA 6400 storage area network.

Insite rents virtual machines for a competitive monthly fee, including Microsoft software if required.

Business Continuity / Disaster Recovery

Insite provides real time business continuity & disaster recovery solutions, hosted at its Tunbridge Wells data centre or at Tata Communications in High Wycombe.

For business critical systems Recovery Time Objective (RTO) can be as low as two hours with a Recovery Point Objective (RPO) of less than five minutes.

Insite designs solutions so that they can be tested in normal business hours without disrupting production systems.