lens
Managed Services

Businesses and organizations, of all sizes, have come to realize the importance of continuous computing operations. If any one of the following systems becomes inoperable, your business activities can be severely limited or stop completely:

 Virtualized Desktops

 Virtualized Applications

 Virtualized Servers

 Cloud Network Infrastructure

 Secure Internet Access

 Email Communications

The primary purpose of SōtirIS’ Managed Services is to assist your organization to maintain continuous computing operations. The current industry business model for support is to deliver REACTIVE service when your system (or some element of your system) is unavailable due to a malfunction, failure or corruption (virus, worm, spam, etc.). SōtirIS’ innovative annual support programs for mid-market, mid-market enterprise and enterprise accounts provides PREVENTATIVE support services in advance of reactive support services to ensure continuous operations. SōtirIS' Manage Services consist of the following:

 Continuous Operations Support

 Virtualization Technical Support

 Proactive System Monitoring

SōtirIS Cloud Operations Support Agreement (COSA)

The SōtirIS Cloud Operations Support Agreement is focused on the virtualization environments within your business or organization. We provide business day and 24x7 technical support for all elements of your virtualized environments. The Cloud Operations Support Agreement is a flat-rate; unlimited use support contract geared toward your virtualization & cloud environments. The COSA provides unlimited use of help desk, unlimited remote and on-site support services, and a discounted hourly rate for projects. The COSA provides support for all supported versions of Citrix software and appliances.

SōtirIS Continuous Operations Agreement (COA)

The SōtirIS Continuous Operations Agreement is an affordable flat-rate; unlimited use support contract designed to support your entire technology infrastructure. The COA provides unlimited use of help desk, unlimited remote and on-site support services, and a discounted hourly rate for projects. The SōtirIS COA removes the stigma of the bill-hourly support model and changes the landscape of IT support for mid-sized companies that need to augment their on-site support staff.

SōtirIS Help Desk Services

Immediately achieve a significant increase in responsiveness to end user reported incidents, while improving your organization's overall customer service, by utilizing the SotirIS Help Desk (Solution Center). Our clients leverage our 20 years of experience to augment their existing teams, or in some instances, completely outsource their ITSM operations.

Our multi-tier approach enables SotirIS to provide Level I resources with General IT experience as the first point of contact, and an escalation patch to Level II senior resources for advanced troubleshooting and resolution of complex technical issues.

Each Help Desk client is assigned a separate call queue, which allows us to provide detailed reporting on calls answered, calls abandoned, duration of calls and other data. Our flexibility allows us to leverage our internal Service Desk toolset or utilize our client’s existing systems for incident management and reporting.