Managed Services for your ongoing IT operations
We monitor and maintain your agreed IT systems. Maintenance, support and responsibilities are defined to suit your business.
Problems are detected early and predefined standard measures are carried out proactively, before they turn into larger disruptions.
With our Managed Services, we take on agreed tasks in your ongoing IT operations, including monitoring, maintenance and upkeep of your IT environment. We support businesses with one employee or more and can also complement an existing IT team. Managed Services are the contract model for individual operational components; the complete package of support, backup and security is described under external IT support.
What we take care of
For the agreed systems, we provide:
- Monitoring of servers, PCs and network components
- Patch and update management for operating systems and defined standard applications
- Management of the agreed endpoint security
- Assessment of alerts and defined proactive standard measures
- Escalation of alerts that cannot be resolved automatically to our service team
- Regular reports and recommendations
Before support begins, we agree which systems and tasks are included.
What requires a separate agreement
Hardware, software licences, custom development and work outside the agreed scope are not automatically included in the support price. Additional services are listed in the quote. The ongoing support tasks bundled in an IT flat rate depend on the agreed contract.
What you provide
We need a contact for questions and approvals, the required system access and an overview of existing systems, licences and contracts. We agree maintenance windows and planned changes together.
Monitoring and response to faults
Monitoring can run around the clock. Alerts and support requests are handled within the agreed hours. On-call support outside regular working hours applies only within the agreed contract scope.
For customers with a support contract, we generally respond to faults within eight hours. Only time within the agreed working or on-call hours counts. Your contract takes precedence. The response time is not a promise that the fault will be fully resolved within that period.
How support begins
We clarify your requirements, assess the existing environment and plan the appropriate monitoring and maintenance components. After setup, we document the supported systems and measures. The process below shows the individual steps.
If you are planning to change providers, see Switching IT providers for preparation. For a broader handover of your IT tasks, we discuss IT outsourcing with you.
WSV takes care of
- Setup, operation, and maintenance of the monitoring and patch management software
- Assessment of incoming alerts and execution of proactive standard measures
- Escalation to a support case for events that cannot be resolved automatically
Process
- Initial meeting: clarify needs and systems to be monitored
- Analysis: assessment of the existing environment
- Planning: selection of monitoring and patch management components
- Implementation: setup of the software on the agreed systems
- Handover/operation: ongoing monitoring, maintenance, and regular reports
