Support and Managed Services
When engaging with the Solnet Support and Managed Services team, clients can rely upon the professionalism, expertise and experience of our dedicated Support team, as well as the technical capabilities of our Infrastructure Services, Development and Consulting teams. These include:
Service Desk - central point of contact
Acting as the central point of contact for all support and managed services, the service desk is available 24/7 via an easy to remember free call (0800 SOLNET). During business hours, Incidents and Service requests can also be logged via the web (OnTrack) and email.
Incident and Problem Management
Using the ITIL practice framework in the provision of our services, we provide seamless transition from Incident Management and Service Request handling through technical escalation to remedial and proactive Problem Management and on to application code changes.
Change and Release Management
Our team will either utilise your existing processes or work with you to implement Change and Release Management processes that will improve stability and allow you to take back control of your IT infrastructure.
Service Level Administration, Management and Reporting
We provide a comprehensive range of governance services that are individually tailored to not only meet each client's requirements, but each system we support, administer, manage or host.
Web and Platform Hosting (simple and complex)
Our web and platform hosting provides a niche service that larger ISP's and hosting providers either don't or can't provide. Solnet will neatly tailor a service to meet your particular requirements, or you can select one of our standard offerings such as virtual machine hosting, shared chroot jail hosting or plain and simple equipment housing.
Platform Management
Platform Management is the full or partial management of a service, or elements of that service (such as the platform on which it runs). Solnet can support and administer the hardware, operating system, database and middleware, or solely support the application itself, leaving its administration to the client.
Remote Systems Monitoring - ISIS
ISIS is a remote system monitoring service clients subscribe to on a monthly basis instead of purchasing, deploying and managing their own monitoring system. System metrics are collected over time and regular reports are produced showing system performance. The system is completely configurable and scales easily from a single component of a single server, up to complete enterprise environments. Clients can increase or decrease the systems and components monitored on demand, enabling them to target specific platforms for performance analysis.
System Administration Services - UpTime
Our team can support and administer all or some of your servers, at your site. Using a combination of remote connection and regular on site visits, we make sure your system is actively monitored and supported. If anything should happen, we are always available, 24 hours a day.
