Service Categories
- Support Model
-
How critical is your infrastructure?
What hours do you operate?
These are critical questions when determining the level of support you require for your infrastructure. At Foehn we offer you the following options in our support model.
Support Model Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
8 x 5 Remote Support Team
365 x 24 x 7 Remote Support Team
Retailer Business Hours Remote Support Team
8 x 5 x 4 Hour Engineer to Site
8 x 5 x Next Business Day Engineer to Site
365 x 24 x 7 x 4 Hour Engineer to Site
365 x 24 x 7 x Next Business Day Engineer to Site
8 x 5 Onsite Full Time Dedicated Support
365 x 24 x 7 Onsite Full Time Dedicated Support
- Contract Management
-
Frustrated with how much time you're wasting dealing with existing technology suppliers?
Don't want that hassle in the future?
Why not only deal with us? That way, we'll get the good deals for you with everyone else.
Contract Management Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
Additional 3rd Party Invoice Management
NA
NA
Additional 3rd Part Contract Management
NA
NA
Vendor and TAC support & escalation
- Configuration & Change Management
-
We'd all like to be more organised. But in business it's a must.
Foehn's Managed Network Services covers configuration and change management, where we're unrelentingly methodical about keeping records, back-ups and detailed information about your network as we work to improve and adapt it to your business needs.
So you can be confident your network is in safe hands.
Configuration Management Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
Configuration Management through a Foehn owned ‘Site Manual’ or ‘As built document’
NA
Appliance Configuration Backup & Restoration
NA
Server Platform Backup & Restoration
NA
Offsite data storage
NA
Change Management Options
Maintain
Operate
Optimise
Standard MACDs (Moves, Adds Changes and Deletes)
NA
Unlimited or mutually agreed
Unlimited or mutually agreed
Inbuilt Non Standard Changes to commissioned Design
NA
NA
Unlimited or mutually agreed
Platform Q&A and Peripheral System Change Impact Analysis
NA
Regular Application of Patches / Hot fixes for on-going best practice maintenance
NA
Vendor software release captive Lab testing
NA
NA
- Incident Management
-
Of course things can go wrong. What's important is you have a partner who will react quickly, responsibly and in a structured process.
We care about our customers. Your problems are our problems.
Incident Management Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
Incident Problem Management
NA
Event Alerting
NA
Escalation Management
NA
Notification Management
NA
- Spares to Site
-
We're aiming for 100% uptime for our clients. If something breaks, that shouldn't let you down. We've got strong relationships with vendors and distributors to arrange provision of supplies as soon as possible.
Spares to Site Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
8 x 5 x 4 Spares to Site
8 x 5 x 4 Next Business Day Spares to Site
365 x 24 x 7 x 4 Hour Spares to Site
365 x 24 x 7 x Next Business Day Spares to Site
Onsite sparing
Shipping, tax and import support
- Service Desk
-
An experienced and friendly customer service team combined with a tried and tested ticketing system means we deal with all your issues in a responsive and effective way. We monitor your satisfaction and feedback and continuously try to improve our service to you.
Service Desk Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
8 x 5 Service Desk Access
365 x 24 x 7 Service Desk Access
Support tickets Volumes
Unlimited or mutually agreed
Unlimited
Unlimited
Interactive Service Call Review
Managed Device Information
NA
Historical System Events Reporter
NA
Real-time Availability Reporting
NA
Online Support Portal Access
NA
- Service Delivery Management
-
It's not just about doing a good job for you; it's about letting you know too. As part of our managed network service, our service delivery management provides a comprehensive set of reports and reviews across standard metrics and in those we agree with you.
Service Delivery Management Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
SLA’s
Service Level Reporting
Service Availability Reporting
NA
Service Credits
Vendor Software Release Notifications
N/A
Service Review
Quarterly or Monthly
Quarterly or Monthly
Quarterly or Monthly
Managing Consultant Review & Leader (Availability, Performance and security)
- Performance Management & Threshold Management
-
What you want is no downtime, no slowtime and the best level of uptime for all your employees to be productive. We proactively manage network performance to spot issues early on and look for opportunities over time to make well informed recommendations about how to continually improving your network.
Performance Management Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
Detailed Performance reporting
NA
NA
Long Term Trend Reporting
NA
NA
Performance Optimization
NA
NA
Capacity Management
NA
NA
Performance Problem Management
NA
NA
Threshold Management Options
Maintain
Operate
Optimise
Device Health Status
NA
Application Health Status
NA
Quality of Service Status
NA
NA
Critical Threshold Status
NA
Alarm Monitoring
NA
Online Support Portal Availability Reporting
NA
- Security Management
-
Having the right level of security is vital – ever more so in this age of accessing information anywhere on any device. We'll help you proactively manage and protect your network against malicious attacks. Our security management element covers the following;
Security Management Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
Security Breach Alerting
NA
NA
Tactical Security Response Team
NA
NA
Critical Vendor / Product Security Vulnerability Alerting
NA
Application fixes to remedy critical security vulnerabilities
NA
Continuous Security Vulnerability Assessment
NA
Periodic Security Vulnerability Assessment
NA
- Business Continuity Options
-
Solid business continuity isn't just deploying cutting edge technology and high availability techniques so there's no downtime and loss revenue.
It also means having practices and processes that can be effected smoothly when necessary.
We offer advanced business continuity management options designed to seamlessly blend with your internal BCP systems.
Business Continuity Options
Leased or Customer Owned Equipment
Maintain
Operate
Optimise
Business Continuity Risk Assessment
NA
Business Continuity Plan Documentation
NA
Periodic Business Continuity Testing
(Structured walkthrough, parallel etc…)
NA
Periodic Business Continuity Review
NA
Anytime Business Continuity Plan Invocation
NA
