Solution Support Contract
Flexible, Reliable, Accessible
www.csiltd.co.uk
Call:
01623 726 300
Email:
[email protected]
Application
Managed Service Provider
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Business Challenges
To be successful in today’s economy a
business must focus on its core products and
services. Businesses must be able to react
quickly to market conditions, competitive
threats and opportunities when they arise.
The challenge facing IT is to support the
goals of the business and deliver a cost
effective infrastructure on which processes,
applications and software can flow
uninterrupted.
Businesses must not be constrained by
technology, capacity, resources and skill and
those working in IT must be able to address
all of these challenges in an increasingly
complex world.
Solution Support Contracts
CSI’s Solution Support Contracts
are designed to give the IT team
the knowledge to deliver what the
business needs in an efficient and
accessible format.
The Solution Support Contract has
the benefit of a flexible approach
to accessing skilled resources at
short notice when required, and the
advantage of providing additional
support services that enhance those
available through the manufacturer or
software provider.
The Solution Support Contracts are
delivered by CSI’s Customer Services
Centre based in the UK, and CSI’s
Customer Service Teams. Through
this combination the customer has
access to highly skilled professionals
on a 24 x 7 basis.
www.csiltd.co.uk
Call: 01623 726 300
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www.csiltd.co.uk
Call: 01623 726 300
Email: [email protected]
What are CSI’s Solution Support Contracts?
CSI’s Solution Support Contract is a service level agreement that guarantees access to CSI’s
skilled resources in our core solution areas. This can be on site or remotely through CSI’s
Customer Service Centre. With the option of 24 x 7 cover, CSI’s Solution Support Contract
complements and enhances the standard warranty or maintenance contract from our
partners including IBM, HP and SAP.
Support Levels
CSI’s Solution Support Contracts offer three support levels Standard, Extended and Enhanced.
STANDARD Cost effective entry level Business Hours support only
Not intended for critical systems
EXTENDED As STANDARD plus Double number of calls and
on-site time Service Delivery Manager
(SDM) Health Check
ENHANCED As EXTENDED plus Double number of calls and
on-site time 24x7 for Priority 1 issues
SDM Monthly Reviews
STANDARD EXTENDED ENHANCED
Number of Support Calls 100 200 400
Number of On-Site Days 5 10 20
Coverage 9-5 Weekdays 9-5 Weekdays 9-5 Weekdays Customer Service Centre
Service Delivery Manager SLA
Health Check
KPI Reporting Basic Automated Automated Automated Quarterly Review Monthly Review
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x
CSI’s Solution Support Contract can be used for to enhance or replace existing support teams by providing flexible services including:
• Technical Support and troubleshooting 24x7
• Technical consultancy, architecture and design services
• Application Software development, change requests, enhancement and maintenance
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Smart Analytics
Smart Commerce
Smart Infrastructure
Business Objects WebSphere Commerce Network
Lumira MDM Operating Systems
SAP BI
Smart Integration
Data Management & Security Cognos IBM WebSphere Database TechnologySmart Business
Smart Infrastructure
Microsoft SAP Applications Servers Zebra Mobile SAP Development Storage Motorola MobileSupport is provided for our Core solution areas including:
Application
Managed Service Provider
Customer Services Centre
CSI’s Solution Support Contracts are managed by the Customer Services Centre located near
Birmingham. Activation and management of the SLA or request for resources through the contract is managed by a single point of contact in the Customer Services Centre.
The Customer Services Centre operates a 24 x 7 window with access to dedicated skilled and experienced resources, either to provide 1st level technical support or management of a request for resources under the agreement.
Requests for support or resources are made either by telephone, email or through an online portal.
The Customer Services Centre provides the following management services as standard for each Smart solution.
• First line technical support
• Service management
• Incident management
• Resource request management
• Warranty management
• Change request management
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www.csiltd.co.uk
Call: 01623 726 300
Email: [email protected]
The Benefits of CSI’s Solution Support
Contracts
CSI’s Solution Support Contracts allow businesses to operate and maintain their IT infrastructure and core software applications effectively and efficiently. They help IT to support the business objectives of focussing on what’s important to them and their customers. The Solution Support Contract is the solution to customers gaining access to highly skilled resources at anytime without having to employ the people themselves. This means reducing employment costs and improving the responsiveness of the IT team. CSI’s technical and consultancy resources are the highest calibre professionals and the range of skills covers all major applications and products. The contract gives a customer access to a level of qualified, experienced and accredited resources it could not normally afford.
Solution Support Contracts are a flexible combination of support management from the Customer Services Centre, technical support by UK based staff and onsite consultancy. Each agreement can be tailored to a customer’s specific requirement which means the customer can design a service that fits their individual business needs.
The contract provides an enhancement to those services delivered by the manufacturer by providing a range of management services as standard and additional technical support. This means the customer can get better value for money from both warranty and maintenance agreements and improve speed to fix times. The Solution Support Contracts are
commercially competitive which means that our customers are benefitting from access to better resources at a lower cost than can be achieved internally.
CSI is one of the UK’s leading business
systems integrators with a proven track
record in designing, delivering and
supporting integrated business
solutions, to a wide range of
organisations.
Application Managed Service Provider
IBM & SAP Integration
CSI is uniquely positioned to support
customers that need to integrate IBM and SAP applications. As an award winning IBM integration partner with expertise and experience in delivering IBM’s Enterprise Application Integration Solutions including WebSphere Enterprise Server, Application Server, Portal, Business Process Management and InfoSphere MDM server for PIM. We have all the development and project management skills needed to deliver complex systems integration projects.
Taken together with our SAP consultancy, development and integration expertise CSI is one of only a handful of world class businesses in the UK that is qualified to deliver SAP and IBM systems integration projects.
