Managed Service Features

The distinctive key features of a Version 1 Managed Service include:


Single Solution provider

Our size and breadth of technical expertise means that Version 1 can provide a single point of contact for all IT support needs. Where we believe it is in your interests, we will work with our partners who are best-of-breed in their own specific areas. We can also work with your other suppliers to facilitate the resolution of issues.

Fixed-price support

We offer a fixed monthly price for support which is irrespective of the number of incidents reported or the time spent fixing the problems. This means your operational budget is predictable and controlled by you.

Flexibility

We understand that your business success depends on you differentiating yourself from your competition; that your IT requirements are unique; and that an off-the-shelf approach to Managed Services is unlikely to deliver the returns required.

  • We provide a Managed Service that is uniquely tailored to your requirements
  • You do not pay for services you do not need
  • We provide a choice of service hours, from normal office hours up to, and including 24x7, 365 days a year.
  • Additional support cover as required to reassure you during busy periods, without having wanting to pay for it for the rest of the year.
  • We support the systems that you need, rather than those that suit us
  • We will not insist on upgrades to the latest version of software – but we will always make you aware of benefits and cost savings of upgrading.

Proactive service monitoring

While measurable Service Levels and responsiveness to issues are important, our experience has proven that identifying problems BEFORE they impact on your business delivers a better quality of service. Using automated monitoring tools, our staff will be investigating the issue before you even contact us.

Adoption of best practice

While we believe that the staff we employ are the best in the business, we know that ensuring consistent, reliable levels of service also requires excellent processes and procedures to back up our technical know-how. We have adopted the internationally recognised ITIL®  standards for IT Service Delivery. Our support services are aligned with ITIL® and our Managed Services staff are ITIL® certified, as well as being certified in their own technology area.

Partnership

Our Core Values define how we operate, and in practice they mean working in partnership with our customers.

  • Transparency
    Via our dedicated, secure online portal we give you realtime access to all your support issues so that you can quickly review the status of issues, both open and closed. Monthly reporting provides an overview of all work undertaken on your behalf.
  • "Customer First"
    We frequently ask ourselves which course of action is in our customer's best interests, not in our own interest.
  • Personal Commitment
    Our staff are expected to demonstrate personal commitment on a daily basis which means they own your issues and drive them to resolution.

Access to other experts

We are experts in a range of technologies, we have achieved high accreditations with our partners and we have combined expertise across infrastructure, applications and licensing. This gives us the ability to look beyond your core applications and provide specialist advice in such areas as Enterprise Architecture design and optimisation and software asset management.

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