Managed services
MONITORING
Our continuous cloud service center is centrally and permanently available (7×24) and offers:
- Infrastructure monitoring and control
- Incident resolution (according to ITIL)
- Change management
- Remote administration and operation
- Tunnings of systems and databases
- Security and storage management
The advantages of continuous cloud services are as follows:
- Open 7 x 24
- Hotline, dedicated e-mail and ticketing tool
- Advanced monitoring tool (availability, bandwidth, services, applications, web transactions, business monitors, etc.)
- Central alarm console
- Non-intrusive system (no agent installation required)
- No initial investment required (SaaS – Software as a Service – pay-as-you-go format)
- Accessible via web from anywhere, anytime
- We establish a private access network to monitor externally in a secure and encrypted way.
- Teams of technicians organized according to ITIL methodology
- Highly qualified technicians in all fields
SERVICES DESK 7 X 24
Our Service Desk allows you to outsource user communication regarding problems or incidents in your IT platform in a transparent way, guaranteeing service quality and maximum user satisfaction.
The main tasks we perform are:
- Act as a single point of contact for all users regarding the implemented IT platform.
- Identify and document all requests (incidences, requests, queries,…)
- Prioritize (determine urgency) and categorize (assess risks) on a case-by-case basis
- Register the request and initiate its resolution in accordance with the agreed SLAs.
- Escalate to second level support if necessary.
- Keep the user informed about the status and progress of his inquiry.
- Analyze history to reduce and prevent repetitive requests
- Formal closure of inquiries, including user satisfaction survey
- Inventory management
- Special services for VIP users
With the aim of achieving the maximum degree of quality perceived by users, in Tesalia Networks we base the provision of the service through the monitoring of a series of key indicators (KPI), categorized by means of a hierarchical model of user needs and structured in four levels.
The human team that is part of our Service desk is located in the offices of Tesalia Networks and is staffed by technicians specialized in user service and support, as well as in incident resolution.
This service can also be complemented with on-site personnel at the customer’s premises.
To provide the service, in Tesalia Networks we have leading tools in the market in this type of solutions, although we can also adapt to those that the client has.
TECHNOLOGY OUTSOURCING
Technology outsourcing outsourcing allows to satisfy IT needs of a temporary or indefinite nature, making it possible to have available qualified personnel qualified personnel.
At Thessaly Networks we offer IT support services in Barcelona and metropolitan area, remote or on site.
Our response time is guaranteed: within 4 hours for servers and within 24 hours for PCs or printers.
These services include:
- Complete outsourcing service (outsourcing) of the IT department
- Maintenance by qualified technical personnel
- All the necessary IT infrastructure to provide the service.
The client only must have Internet access (usually ADSL) - File server administration
- Management of internal and external backups
- Antivirus software management
- Scheduled installation of applications and program updates
In addition, in a personalized and on-demand way, in the SME support department of Tesalia Networks we offer:
- Information technology consulting and advisory services
- Training
- Supply and installation of hardware and software
- Assignment of specialized technicians (by hours, days, months…)
- Integration of market-leading software solutions
