Why consider a Managed Service?
SunSystems is a flexible, feature rich product which, if managed and supported correctly, delivers significant business benefits including an impressive return on investment. However, those benefits are quickly eroded if the system becomes unreliable or fragile.
To get the best from SunSystems, it is imperative that those responsible for support have detailed knowledge of Microsoft technologies on which SunSystems depends such as Windows Server 2008 R2 and SQL Server 2008 R2. Equally important is a dependable service level agreement which provides guaranteed fix times and problem escalation when necessary.Most internal IT departments have the capability to deliver a wide range of general support, but lack the in-depth expertise required to effectively support complex applications like SunSystems. Insite solves this problem and manages business risk by providing a cost effective managed service which includes the features detailed below.
Managed Service Scope
Insite provides expert support and management of items highlighted in blue in the diagram below;SunSystems is a flexible, feature
rich product which, if managed and supported correctly, delivers
significant business benefits including an impressive return on investment.
Benefits of a Managed Service
- Clients have peace of mind and can concentrate on their core business as Insite takes total responsibility for the availability & delivery of SunSystems
- Clients have access to a team of experienced specialists ensuring that IT personnel never become a bottleneck
- Insite delivers all on-going support including patch management, anti-virus updates and SQL database administration.
High availability Internet connectivity
SunSystems can be securely accessed using the Internet or a private wide area network. Non-stop Internet access is ensured by;- High performance, multi-homed Internet connections from two different Internet Service Providers
- Clustered EAL-4 firewalls provide enterprise class protection of all infrastructure under management
- Cisco Intrusion Detection Sensors protect against complex attacks, automatically killing connections if suspicious activity is detected
- Clustered AEP Netilla platforms provide secure browser based access to Citrix or Terminal Server desktops from any location with an Internet connection.
Service level agreement
Proactive support
Insite guarantees application availability of >99.9% over a rolling three months period. If we fail to achieve this figure service credits apply.Reactive support
The response & fix times for support calls are detailed below;| Priority | Definition | Response Time | Total Fix Time |
| CRITICAL (P1) |
Complete application failure or major disruption to normal business operations | 1 HR | 4 HRS |
| HIGH (P2) |
Partial application failure or a fault which affects all users at a single location causing significant disruption to business operations | 2 HRS | 6 HRS |
| MEDIUM (P3) |
A fault that affects a workgroup with little effect on normal business operations | 4 HRS | 10 HRS |
| LOW (P4) |
A fault that affects individual users that does not have any impact on normal business operations | 8 HRS | 16 HRS |
| QUICK ASSIST | AD Account, Password or Thin Client Session Resets | 15 MINS | 30 MINS |