TM
Global Professional
Racami, LLC
is a
global independent
provider of IT
support services
and applications,
technology and
infrastructure
consulting. For over
7 years we have been
delivering innovative
support and managed
services solutions
to clients in a broad
array of industries
across North America,
Europe and Asia.
Flexible And Tailored Service
At Racami, we recognize that no two businesses are exactly the same thus we tailor our solutions to meet your specific business requirements. We can provide a fully outsourced 24x7 managed service through to “On Demand” ad hoc support that supplements your internal team. Options are available for both remote and local on-site resources.
Dedicated Managed Services Team
Our highly trained and experienced team is fully dedicated to managing and supporting our client’s mission-critical applications and underlying technology infrastructure including private clouds. Our consultants bring with them years of experience, specialist industry knowledge and vast product knowledge which allows them to quickly tackle the most complex issues.
Accessible Service Consultants
Racami service consultants are available 24x7. In situations that provide cost savings and add value to our customer engagement, we are able to incorporate both on-shore and off-shore resources into our service delivery. Such resources are closely managed by Racami to ensure the same high level of service is achieved.
Comprehensive Environment & Application Support
•
Applications–
HP Exstream, GMC Inspire, Exact Target•
Middleware–
Complete Solimar’s Solution suite including SOLitrack™ Enterprise Dashboard, Passport™ Design Studio & Process Automation•
Database–
SQL Server, Oracle, MY SQL, DB2•
Infrastructure–
Microsoft, Oracle, IBM, HP, Cisco, VMware, EMC, and moreSolutions to
Meet Your
Needs
Managed Service
•
Designed to specific customer requirements•
Manage all or part of a customer’s environment•
24x7 service options•
Range of managed services includes:•
Service desk•
Help desk for clients•
Applications management•
Middleware management•
Database management•
Infrastructure management•
Dedicated service management team•
Focused account managementOn Demand Support
•
Ad hoc access to Racami’s expert support team•
Communication lifecycle support•
Supplements customer’s internal resources–
24x7 backfill support–
Holiday support–
Specialist advice–
Project assistance•
On Demand monitoring–
Application & middleware processes–
DatabaseReliable Processes
Our clients benefit from best practices for processes and methodologies. We operate a 24x7 service desk and web-based customer portal. We have an excellent track record in meeting our client service levels (SLAs).
Proactive Approach
Racami’s managed services are proactive in nature to ensure your systems remain stable, secure and perform optimally. Our automated monitoring tools operate around-the-clock enabling us to detect and address potential problems before they occur.
Innovative Solutions
Racami leverages the latest technologies to provide our customers with innovative and cost effective solutions such as Infrastructure as a Service (Iaas), Platforms as a Service (PaaS) and private cloud solutions. Our infrastructure hosting services are deployed at Tier #1 data centers.
Seamless Transition
Racami has developed a proven transition process that minimizes business disruption for your organization ensuring the switch to a new service provider is painless and efficient.
Managed
Services
•
Tailored & flexible service•
24x7 Service Desk•
24x7 Customer Portal•
Level 1, 2, 3 support•
Agreed Service Levels•
ITIL-based Service Delivery & Service Management Processes•
Vendor liaison•
Management reportingTechnical
Support
•
Level 2 and 3 functional support•
Incident & Problem Management•
Liaison with Xerox Global Support•
Customizations & enhancements•
Patch management & upgrades•
Training and mentoringApplication
Support
•
Incident & Problem Management•
Optional proactive database monitoring& management•
Security administration•
Performance tuning•
Capacity planning•
Data archiving•
Backup & recovery•
Database health checks•
Refreshes, restores & clones•
Patch management & upgradesService Onboarding
Typical Support Lifecycle
Racami’s consulting team implements functionality into the client’s environment. We will leverage the knowledge of our project team.
There are still some things our Support team need to do to fully on-board a client:
•
Understand the Client’s internal support processes (e.g. incident/problem management, change/release management, escalation, etc)•
Understand relevant Client policies and procedures•
Integrate Client into Racami’s internal support infrastructure and processes•
Establish remote connectivity•
Create support documentation•
Production handoverMultiple Racami Support staff will be involved in transition process including Solution Architects, Account Managers, Project Managers, QA Managers, and Developers.
Start of Support Transition
Internal Client Knowledge
Service Levels
Priority 1
Priority 2
Priority 3
Priority 4
Acknowledge 1 Hour 2 Hours 8 Hours 16 Hours Response 2 Hours 4 Hours 16 Hours 4 Days
Service Hours & SLAs
Standard Service Hours
8.00am to 5.00pm, Monday-Friday EST, excluding public holidays
Project Assistance
Project = non-break-fix work that can be pre-scheduled
Resourcing depends on project size with appropriate lead times given
Ongoing Support - Option One Sample Pricing
Fee
Priority Level Support $1,250 /mo. Prepaid Support (1st 3 months = 100 hrs/mo) $18,750 /mo. Prepaid Support (next 9 months = 16 hrs/mo) $3,000 /mo. Total Support Fee (1st 3 months) $20,000 /mo. Total Support Fee (Next 9 months) $4,250 /mo. Total Annual Fee $98,250
Support Transition
Estimated 3-4 days
One-off fee charged on T&M basis at $175.00/hr.
Total Estimated Fee $5,250
Ongoing Support - Option Two Sample Pricing
Fee
Priority Level Support $1,250 /mo Prepaid Support (300 hrs) $56,250 Total Annual Fee $71,250
Service Options & Fees
Notes: 1. Prepaid Support time can be used for any services of support activity.
2. Excess support (beyond Prepaid Support) will be charged on a T&M basis at $175.00 per hour. 3. All rates/fees are exclusive of GST.
About Racami, LLC.
Founded in 2008, Racami, LLC. is an Atlanta, GA based integration services firm with development offices in Argentina, India, and the Philippines. As a valued partner, Solimar and Racami have worked together to integrate Solimar Systems’ full suite of solutions as well as many industry leading document technologies into a customizable web dashboard that provides corporations visibility into their workflow processes and operations.
For more information on CIS, please contact: Email: [email protected]
Office: +1.770.831.1698
www.racami.com
© 2014. Racami LLC. All rights reserved. All trademarks are the property of their respective owners.
