Hosted Managed Services
Performance Technology Group complements your IT department by providing as much infrastructure support that you need, from basic monitoring and backup that escalates to your in-house team to fully managed senior systems engineering support.
For clients whose systems are hosted in our data center, we offer the following levels of managed services:
Tier 1 Monitoring:
- Monitoring
- Reporting
- Help desk
- Ticketing
- Notification
- Escalation
- Change control advisory
- Additional services such as anti-virus monitoring and backup also available
Tier 2 Technical Support (requires Tier 1 Monitoring):
- Initial diagnosis
- Initial troubleshooting
- Basic problem remediation
- Management of parts replacement (through client's existing maintenance contracts)
- Configuration restores
- Escalation to client's Tier 3 support
Tier 3 Systems Engineering Support (requires Tier 1 Monitoring):
- Problem ownership
- Final diagnosis, including root cause analysis
- Troubleshooting
- Problem remediation
- Management of parts replacement (through client's existing maintenance contracts)
- Configuration restores
- Escalation to client's Tier 3 support and cross-functional technical support, management and third party vendors, as relevant
- Process and procedural documentation for the normal maintenance, operation, performance, capacity and security of the given system, storage, network, database or application