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One of the key differences between us and many other managed service providers is that we invest a considerable amount of engineering, service delivery and account management time in order to understand exactly how our clients’ business functions and operates, and what the exact expectations are for each department within the business.
The initial engagement is started with the completion of a series of technical site audits in order to gain an understanding of the infrastructure installed. Along with this, we complete a technology efficiency audit & risk assessment.
Once the audit stages have been completed, we commence our on-boarding, service agreement mobilisation & transition plan. This is thorough undertaking based on the fundamental process of information gathering, categorisation & technical due diligence.
Our managed IT support framework
24×7 Managed SLA
We have a dedicated team of highly qualified and accredited system engineers and consultants who deliver responsive IT support based on ITIL best practices and corporate standards. Our support is provided by a dedicated 24x7x365 IT Service Desk & Network Operations Centre.
Proactive account & service delivery management
An experienced technical account manager along with a Service Delivery Manager, will take responsibility for the overall level of service delivered. Our teams invest the required time and resource to get to understand how your business operates and what technology is required in order to ensure uninterrupted and efficient business operations.
Network auditing & asset management
As part of our managed services we deliver constant network audits to identify and address critical network issues. Our network audit reports provide an insight into your technology environment, identifying pain points and security gaps, and provide us with the ability to make an immediate positive impact on your operations.
Proactive network administration & housekeeping
A vital and proactive service which ensures application updates, service packs, security updates, virus definitions, etc. are at their highest level. This service also includes network administration tasks such as user management, change management, data management, data backup integrity, etc. We provide unlimited network administration and housekeeping tasks within the SLA.
Onsite engineering presence
Building strong, functional working relationships is what we do at OryxAlign and having our senior engineers working on your site and being at your disposal regularly will ensure that the business relationship stays strong. Engineering attendance is scheduled as daily, weekly, monthly or quarterly.
24×7 remote monitoring, management & reporting
Using local agents and network probes, we access real-time intelligence on the performance of your entire IT infrastructure. Our monitoring & management platform is based on industry leading applications which provide powerful, web-based, centralised dashboards allowing our Service Desk & NOC to view and remediate asset health and infrastructure performance.
3rd party vendor management
Included in the support partnership is this will ensure all IT related issues are logged and managed via our central IT Service Desk. Vendor management ultimately allows you to concentrate on your day without being distracted by having to deal with multiple providers. It allows us to deliver a truly managed service.
Our technical pre-sales and solution design team deliver unlimited technical consultancy and advice to ensure technology projects meet the required business outcomes and deliver the best possible return on investment.