Support & Managed Services

From strategic planning to production and beyond, managing your solutions, empowering your success and ensuring you get the full benefit of your Microsoft investment

Many organisations that undertake the full management and support of their IT estates can realise that rapid technology changes means that they would better benefit by working with a managed service provider like Spanish Point Technologies.

We work with our customers to support and manage their Azure, Dynamics 365 and Microsoft 365/Office 365, environments, enabling us to modernise their operational IT environments, to deliver the maximum value for their business.

Managed Services

Our Microsoft Managed Services exploit the power of Microsoft with secure, scalable managed services from a leading Microsoft Gold Cloud Partner, with Azure advanced specialisations, and a direct Tier 1 Microsoft CSP (Cloud Solution Provider).

Our team of highly skilled certified Microsoft experts can help you manage, monitor and maximise your Microsoft deployments while freeing you to focus on your business. From strategic planning to production and beyond, managing your solutions, empowering your success and ensuring you get the full benefit of your Microsoft investment.

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Our cloud infrastructure managed services include:

Monitoring

Automate the review each server event log with alerts generated for any important issues found. These will be logged as incidents and managed though the Incident Management Process described in the Support Service section below.

Patching

Any outstanding OS patches will be applied in line with OS patching policy that will be agreed.
Microsoft server software, such as SharePoint, and SQL Server, specific patches / updates that are applicable will be identified and applied in line with application patching policy that will be agreed.

Backups

Backup in Azure of selected VMs in accordance with the specified and agreed backup and recovery schedule.
Verify that all agreed backup jobs have completed successfully. Any issues found will be logged as incidents and managed though the Incident Management Process described in the Support Service section below.
Annual Disaster Recovery tests.

Customer Specific Requirements

Quarterly Service Review

Support Service

Our Support Service is a service level agreement providing for named representatives of the customer to contact the Spanish Point help desk and request assistance to resolve specific problems relating to the supported technologies and solutions.

The support team can call on our certified and experienced consultants. In addition, the support team can log calls with the Microsoft Premier Support desk should this be required for software bugs to get the necessary support resources to resolve issues.

We have set out to build a successful support service based on strong methodologies, an investment in support infrastructure, an engineering approach to support on-boarding and a philosophy that is focused on our customers. We support both Spanish Point developed systems and systems developed by third party organisations.

We believe this provides real benefits, such as:

A reassurance that all calls related to the business application are supported through a fixed annual support fee, or via a draw-down agreement.

A commitment to “work till resolved”; no time or resource limits.

No upper limits on the number of calls allowed for the annual agreement.

A defined on-boarding process ensuring that we have properly understood the business application.

A no quibble SLA with defined response times.

A commitment to provide on-site resources if required.

A support team with back stopping expertise and the ability to log a call with Microsoft’s Premier Support desk if required.

A commitment to take on the business application “as is” including current outstanding issues.

Regular communication on call status and a monthly call status report.

Cloud Solution Provider (CSP)

Cloud Solution Provider (CSP) is an agreement through which Spanish Point will provide Microsoft subscription services. Spanish Point provide billing, technical and account support services for their CSP customers.

This includes the following:

Describe the capabilities of different cloud services.
Provide answers to pricing and usage questions.
Provide billing and subscription support.
Provide provisioning and deployment help.
Resolve performance problems, service availability problems, incomplete software integration problems, or other deployment problems through our incident Support Service described above.