Managed services
OPC consults on a range of platforms and helps clients to procure and deploy sophisticated IT solutions. With many years of combined experience and the highest level of industry standard accreditation, the OPC team can help you plan major IT investments, reduce total cost of ownership and future proof your investment with long term, sustainable strategies.
As part of OPC’s commitment to providing definitive levels of service and support on an ongoing basis, we recommend that our clients select from one of our support options. These services are delivered in accordance with ITIL structured, industry-proven, best practice frameworks.
Managed Services Solution (MSS)
An OPC IT Managed Service Solution (MSS) will provide your organisation with your very own IT department; monitoring, managing and responding to all your computing requirements for a fraction of the cost of attempting to provide this service in-house.
The OPC IT team that provides your support is highly skilled across a broad range of technologies and is constantly in training to remain at the leading edge of the changing face of technology. Whatever your business requirements, no matter how large or how small, OPC can offer a practical and workable solution to support your technology needs.
The OPC IT Managed Support Services will provide you with:
- Service Desk Support for all your staff
- Remote monitoring, optimisation, and management of your IT infrastructure
- Scheduled on-site technical support
- Emergency repair and problem rectification
- Detailed monthly reports, and
- Peace of mind that someone has a watchful eye on the heart of your business
OPC uses the very latest tools to monitor your computing environment and will in most cases be able to rectify faults before you even know they have occurred. However if you need support, OPC’s Service Desk team will provide first level telephone support to all your staff during business hours, Monday to Friday, 52 weeks of the year. If we can’t answer your concerns over the phone or via our remote connection, OPC will despatch an IT system specialist to your office or work location nationally.
The following services make up a typical managed service;
Server Support/Administration
User Moves/Adds/Changes, Server Monitoring including system logs, ports open/closed, server capacity, threshold levels reached/breached, Exchange, IIS, SQL, and standard application and OS patch levels.
User/Desktop Support
New user setup, application monitoring, AV engine and definition level reporting, patch level reporting, standard application patch level reporting, standard application problem resolution, printing issue resolution
Patch Upgrade/Management (Server)
Server operating system and standard application patch updates.
Patch Upgrade/Management
Operating system patch updates, standard applications patch updates including virus definitions and virus engine updates.
ISP Management
End to end ISP management. OPC IT will facilitate any requests to the ISP and manage any ISP technical issues directly with the ISP.
Router Support/Administration
Moves/Adds/Changes to routers to ISP and/or multiple client sites.
Software License Management
Software installed reports including software count and usage.
Security Management
Document access and security, external breaches, folder/share security monitoring and reporting.
Security Management
Workstation operating system lockdown denying staff access to non business applications, OS based services including wallpapers, Control panel, network settings, printer deletion, web content/browser monitoring.
Application Management
Management of non-standard applications including liaising with vendor and applying patches and/or updating software when required.
Quarterly Tape Test Restore
Restoration OS select data from backup tape to separate location ensuring the backups are recoverable.
Quarterly Business Review
Planning for future IT needs in line with Business growth, IT infrastructure age and new technologies.
Reporting
One of the key components of any OPC IT Managed Services agreement is reporting.OPC will provide you with comprehensive reports, weekly, monthly or as required.
OPC can also provide the following optional services:
24x7 Support - Nationwide
After Hours Support
Secure Tape collection
OPC can provide weekly backup media collection from your office with store tape in a secure location in case of theft or natural disaster occurs at client’s premises.
SupportPak
Standard
OPC offers a range of SupportPak options that enable our clients to access OPC technical support at discounted rates. SupportPaks are currently available in 10, 20, 50, and 100 hour blocks and entitle the holder to priority service as outlined below.
Standard SupportPak includes:
- Priority response
- No need to raise an order every time you require service or support
- Discounted rates compared to normal hourly charge. (Min saving $65.00)
- Prices fixed until end of June of the following year
- A detailed monthly report on your SupportPak usage provided
- Automatic renewal invoicing
Proactive
SupportPak Proactive provides the same support and service facilities as the standard SupportPak with the addition of fulltime monitoring of your IT infrastructure. In the event of a failure on your system the OPC Service Desk can alert you to potential service outages and undertake remedial action immediately.
Proactive SupportPak includes:
- Priority response
- Fulltime monitoring of your infrastructure
- Predictive alerts to system failures
- Security breach alerts
- Back-up failure alerts
- Storage and data management support
- Immediate access to server infrastructure
- Customised monthly reporting facility
Severity Definitions
| SEVERITY One | Your situation is critical. Your Server is down, unavailable or very seriously impaired by the problem. Your operational commitments will not be met or are seriously jeopardised by the problem. The impact on your business is severe with many staff unable to perform their normal work and you have no readily available alternative way of performing normal work. |
| SEVERITY Two | A non-critical situation. A Computer or Printer is down, unavailable or very seriously impaired by the problem. Operational commitments are impaired by the problem. There is a moderate impact on your business and some staff are having difficulty performing part of their normal work. |
| SEVERITY Three | An operational service that you undertake is impaired by the problem. There is no direct impact on your business. Staff are inconvenienced by the problem but you have an alternative way of performing normal work. |
| SEVERITY Four | Preventative maintenance, installation of software and system enhancements. Work is to be performed at a mutually agreed time. ie. Installation of service packs and software upgrades. |
Response Times
Clients are required to nominate a severity level when placing a request for assistance. The OPC Service Desk will allocate a Job Reference number to facilitate tracking.
| SEVERITY One | Guaranteed On Site – One Hour Response |
| SEVERITY Two | Three Business Hours |
| SEVERITY Three | Next Business Day |
| SEVERITY Four | Mutually Agreed |
Response = Maximum time from when a call is logged, until an OPC engineer responds to your service request.
Service desk management
OPC, through access to our award-wining availability and performance monitoring solution, ensures IT Administrators will continually have an ‘eye’ into the health and inner-workings of their own network. Instead of fighting fires, OPC will predict and prevent most of your network issues. When network problems do arise, IT Administrators will be able to pinpoint the root cause of the problem and begin remediation almost immediately. If required, we can also provide priority access to supplemental service support from our team of experienced, highly specialised engineers and technologists.
Services provided:
- Admin access to OPC IT’s monitoring, notifications and report-generation solution
- Availability, performance and predictive failure monitoring
- Collaborative notification profiles
- Release management
- IT service continuity management
- Moves, adds and changes management
- Infrastructure management
- Data and storage management
- Asset management
- As needed access to supplemental support resources:
- Security
- Networking
- Server support
- Storage and data management
- Application support
- After hours and weekend emergency support
Benefits:
- Dramatically improved efficiency of your MIS group without additional headcount
- A window into your network that provides immediate incident detection through automatically-generated notifications and alerts
- Increased incident avoidance
- Comprehensive trending reports and analysis to help rationalise current and future IT expenditures
- Cost effective access to specialised skills, should you require them
