Maximise your infrastructure investment with managed services from Majenta IT.

At Majenta Solutions we appreciate just how much you and your business rely on your IT infrastructure. We also recognise that support needs vary from customer to customer. That’s why we’ve created a comprehensive range of packages and pricing options. Whichever package you choose you’ll benefit from a host of value added features and a Majenta Support Team that will ensure your queries are always resolved in an efficient, professional and friendly manner.

Introducing Support Plus – a highly flexible and responsive extension of an organisation’s own IT function that seamlessly augments the support services for organisations of all sizes. The service is primarily designed for companies that operate their own IT support team and require occasional technical assistance or support cover.

Support Plus provides a multi-vendor remote (telephone, email, remote access) support service designed to provide a virtual extension to your internal IT support structure.

Support Plus Pro

Telephone Helpdesk Support

Available up to 24 hours a day, 365 days a year, depending on the contract selected. Simply call the Helpdesk on +44 1277 266 955You can also email us at supportplus@majentasolutions.com.

Customer Portal Access

The Majenta Solutions Customer Portal is your online resource for logging your IT support issues and requests. The interface is easy to use and provides you with a comprehensive view of your cases. Visit the portal at www.majentasolutions.com/customerportal to log, track and manage your support cases.

3rd & 4th Line Core Support

Provision of pre-purchased support that is consumed for reactive support services. Services are consumed through remote technical support via telephone, email, or remote access methods for core technology sets found on most modern networks.

3rd Party Vendor Escalation

Majenta has an escalation procedure in place with major manufacturers and vendors should the need to escalate an incident arise. This speeds up problem diagnoses and resolution.

Service Level Agreement

A Response Time SLA provides a guaranteed level of first response to support cases raised with Majenta. Our Time to Assign SLA provides a guaranteed window when the case will be handed over to a technology specialist. These SLAs ensure that we continue to deliver a responsive, high quality service to you at all times.

CAD Workstation Optimisation

Majenta’s dedicated IT Division specialises in supporting our customers with advice on hardware and wider infrastructure solutions. On an annual basis one of our IT Technicians will evaluate your CAD hardware for you and offer advice on any identified improvements that could help you to optimise your software performance.

Core Technology Support

First rate enterprise level assistance, advice and reactive support for a wide range of technologies including:

  • Microsoft – Active Directory, Direct Access, Exchange Server, Forefront Endpoint Protection, Hyper-V, IIS, Remote Desktop Services, SharePoint, SQL Server, TMG/UAG, VDI, Windows Client and Server
  • Citrix – Access Gateway, XenApp, XenDesktop, XenServer
  • VMware – Converter, vCentre, vSphere, Horizon
  • Endpoint Security – McAfee, Microsoft Forefront, Sophos
  • Storage – Dell MD and EqualLogic, HP P2000/4000, NetApp, Nexsan, QNAP
  • Back-Up – Symantec Back-Up Exec, Symantec System Recovery, Veeam Back-Up and Replication, Veeam ONE
  • Server Hardware – Dell Blade, Dell PowerEdge, HP Blade, HP ProLiant
  • Networking – ASA Firewalls, Dell Powerconnect Switches, HP Procurve Switches, Netgear Switches

Support Plus Master

Inclusive of all Support + Pro features plus:

Dedicated Account Management

All customers on our Master package are allocated a dedicated Majenta Account Manager. Your Account Manager will become your key contact at Majenta for any general requirements or queries that you have relating to Majenta and your IT infrastructure. From offering advice on products, pricing, services and training through to ensuring that you are entirely satisfied with the service that you are receiving, your Account Manager will become your leading source for advice.

Dedicated Technical Management

In addition to your Majenta Account Manager we will also allocate you a dedicated Technical Account Manager. Your Technical Account Manager will be responsible for ownership of your technical issues and queries from the point of logging through to resolution.

Extended Technology Support

First rate enterprise level assistance, advice and reactive support for an even wider range of enterprise technologies. Our extended Technology Support covers all of the products outlined in our Pro package plus:

  • Microsoft – Lync, System Centre, (CM, OM, VMM)
  • Back-Up/Archive – Symantec Netbackup, Symantec Enterprise Vault
  • Citrix – Netscaler
  • BlackBerry – BES and BESX
  • VMware – Site Recovery Manager
  • Cisco – Cisco UCS & Cisco Nexus

Telephone/Remote Assistance for Installations and Upgrades

When installing or upgrading your software you might find that you could benefit from some assistance. We offer telephone and remote assistance to help resolve any issues that you might encounter with your installation or upgrade. Majenta recommends that in order to reduce downtime and fully optimise the performance of your installation that you utilise our professional on site installation service.

Support Plus Genius

Inclusive of all Support + Pro and Master features plus:

IT Infrastructure Audit

To keep you at your most productive we will offer you a free IT systems audit which covers server, storage and network infrastructure.

We will review your environment to identify resource and network bottlenecks as well as assess your data back up and disaster recovery capability.

Extended Hours Coverage as Standard

To better assist those who start early or work later we provide extended hours support coverage as standard from 8.00am to 6.00pm. A 24/7 option is also available on request.

Core Server Monitoring

Majenta’s Core Server Monitoring service continually monitors the messages being relayed by your server, alerting you to any anomalies. This makes you aware of potential issues before they develop into problems, allowing corrective action to be taken before your users become affected. This relieves your own staff of the overhead of carrying out routine manual systems monitoring, or deploying expensive on premise solutions.

Advanced Server Monitoring Service

Expand the reach of the Server Monitoring package through the addition of daily automated health checks, Back-Up and AV checks, event checks, on-demand and scheduled reports and asset tracking and inventory.

Technical Account Management (TAM) Review

Our onsite full day review of your working practices and software productivity are conducted by your dedicated Technical Account Manager (TAM). In addition, your TAM will evaluate your current procedures to unearth bottle-necks and identify any skills gaps. They will also deliver a proposal designed to increase your workflow efficiency and user productivity.

10% Professional Services Discount

IT Infrastructure continually evolves and business requirements frequently change. Most businesses require specialist IT assistance from time to time to help evaluate, plan, implement, deploy or maintain their ever changing IT infrastructure.

To help you get more value for money we offer a 10% discount on all professional services within our Genius Plus Support package. Through tighter integration with your day to day operations and systems we familiarise ourselves with your environment and are therefore ideally placed to assist you with your IT projects. This also enables us to discount our Professional Service days to help you drive down IT costs whilst improving efficiency.

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