Concierge Services
Concierge Services allow you to ensure up to 99.99% uptime 24/7 for your information systems, guarantee application
continuity for your business, and focus on your company's IT strategy and not its operations.
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You need agility and operational excellence but cannot have all the expertise internally
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You must focus on new services but, at the same time, have to maintain systems and keep
the lights on for a lot of different technologies
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You don’t want to invest in dedicated resources managing the layers 2 and 3 of your SAP,
Microsoft or Oracle IT architecture
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Access to Oracle products
- Level 2 and Level 3 expertise accessible 10/5 or 24/7
remotely or on site
- Time to react guaranteed up to H+1
- Dedicated Technical Account Management
- A customer portal to engage with experts, create, update
and follow up on tickets. Access to dashboards and reports
- Multilingual support in addition to English
Our Service Catalog Building Blocks
Microsoft, Oracle 360°, Red Hat and others
Choice and billing of eProseed’s Concierge Services
|
Concierge Service Level |
Priority / Severity |
Gold |
Silver |
First Response |
Target Resolution |
First Response |
Target Resolution |
1 |
1h |
4h |
4h |
8h |
2 |
4h |
8h |
8h |
2d |
3 |
8h |
2d |
2d |
4d |
4 |
8h |
4d |
4d |
8d |
We operate all your environments
Billing is clear and transparent, and so is the SLA:
- A monthly fee based on the number of platforms supported and the selected
Service Level
- First response and target resolution time are guaranteed in at least 95%
of the cases
- Every service is listed and documented
- SLAs are published and measured
- Pricing is transparent and available
so there are no unexpected surprises
On-demand Support
Via our On-demand Support, get access to our expertise with a response time of 1 hour and up to 24/7
(with specific on-call duty) depending the option you will select. Our IT maintenance assistance service
gives you quick access to the right skills.
Get a quick access to our technical expertise
Thanks to our On-demand Support, choose from our large catalogue of technologies (Complete Oracle
portfolio, SQL Server, MySQL, Microsoft Windows, Linux, VMware...) and take advantage of:
- Level 2 & 3 expertise remotely or on site
- Guarantees of reactivity (GTI) up to H+1
- Support Portal
- Dedicated contact (Technical Account Manager)
- Multi-lingual Call Centre
To go further, opt for reactive interventions based on alerts (thanks to our Real-time Monitoring)
or, if you need proactivity, agility and scalability, choose our full Managed Services.
Benefit from our standardized onboarding for On-demand Support
Our onboarding has been designed in order to improve efficiency and foster stronger relationships:
1. Information gathering
A workshop for each building block between an eProseed Service Management specialist and their customer
counterparts
2. Service catalogue validation
Formal validation that the proposed service catalog fits the customer’s requirements
3. Customer concierge’s account creation in the Support Portal
4. Service run
Real-time Monitoring
Via our Supervision Service, receive automatic alerts to monitor your IT environments, applications
and data in real time. Also benefit from a guaranteed intervention time of up to 30 minutes 24/7 depending
the option you will select.
Improve the availability of your IT environments
In order to guarantee the best performance and availability of your IT environments, you need to know
the state of your environments so that you can react accordingly.
In the same way, your IT challenges are certainly gains in agility, cost control, Information System
performance, better governance and strong guarantees of availability.
Supervise your applications and data in real-time
Our large experience of complex information systems and Real-time Monitoring allows you to supervise
your IT environments, applications, data and servers in real time. You are notified by automatic alerts
as soon as an event occurs on your IT environments (Applications, Data, Systems, Servers, Networks...).
Your IT teams can therefore intervene reactively.
Our experts accompany you to optimize your IT Systems
Our Real-Time Monitoring includes Technological Support and also allows you to benefit from a dedicated
technical account manager who takes care of managing your IT needs. Thus, with the help of our experts,
he can advise you on how to improve and develop your information system. On request, our experts can also
carry out operations on your environments, for example, to trigger a Disaster Recovery Plan (DRP) or
to carry out operations on procedures.
Full managed Services
Via our Full managed Services, get a 24/7 service coverage, where we operate your IT platforms
and provide proactive maintenance
The availability of the IT Systems is essential for business continuity
The main challenge for each CIO and Head of IT is to guarantee the availability of the IT Systems because
it is at the heart of the business activity. In particular, IT supports the many tools essential to
business continuity (ERP, CRM, Resource Management, Accounting, etc.). Every minute of downtime is a loss
of productivity and therefore a loss of money for organizations. This is all the more true today with
mobile consumption modes (anywhere and anytime) and with teleworking. CIOs must therefore guarantee the
availability of their IS and implement proactive IT maintenance to avoid or minimize downtime.
Up to 99.99% uptime thanks to our Full managed Services
Today, we have a team of seasoned experts and a complete and proven software suite through which we can
offer you a strong guarantee of 99.99% availability for your IT systems when its managed, engineered and
operated by us.
Our Full managed Services allows us to perform proactive IT maintenance of your environments. In addition,
depending the options you will select, you benefit from:
- Proactive interventions up to 24/7
- Up to 99.99% Uptime Guarantee
- A dedicated technical contact to manage your IT project
- Supervision of your environments
- Alerts on your applications and data thanks to our supervision probes
- Configuration management and capacity planning
- Implementation of a Business Resumption Plan
- Recommendation of incremental improvements to make your IS more efficient