Panoptics Support Model incorporates deep technical skills with each Support POD enabling rapid response to Incidents, clear and accurate understanding of the existing infrastructure and most importantly the context of the infrastructure and the businesses reliance on it. Systems will be proactively managed keeping them up to date and the entire IT estate stable through a structured patching cycle.
|Network Technologies||WAN, LAN, WLAN, VPN and Firewalls||Cisco and HP|
|Storage Technologies||Virtual Storage Appliances, Network Attached Storage, Direct Attached Storage||HP 3Par, LeftHand, EVA, VSA, Dell Equalogic and NetApp FAS|
|Server Technologies||Wintel and AMD server technologies||All Tier 1 Vendors|
|Hypervisor Technologies||The Virtualisation layer||VMware VSphere, ESXi, & Hyper -V|
|Core Systems & Services||Microsoft Core Stack||OS, Active Directory, Exchange, SQL, Remote Desktop Server, SCCM, EXCP|
|Filtering Services||Web based Filtering services for Mail and Web content||Mimecast and WebSense|
|Backup and DR technologies||On premise and cloud based backup||Backup Exec , Netbackup, Veeam, Storage snapshots|
|Patching||Quarterly patching cycle with an agreed test and release process suitable for each service and customer||All|
|Availability Management||The adherence to any Availability SLA’s agreed with the client||Up to 99.99%|
|Change Management||The ownership of the entire process or participation in a client’s process to enable structured predictable changes to the environment||Process will be defined by consulting with you.|
The Infrastructure Support (3rd Line) team will be allocated tickets by Panoptics Service Desk to perform both proactive and reactive tasks, ensuring your IT environment is constantly managed and optimised for consistent, reliable performance.
Our responsibility covers the entire spectrum of requirements, extending to the management and housekeeping of the core infrastructure hardware, operating systems as well as core services including the installation of updates, patches and fixes to maintain a continually optimised IT environment. As such the monitoring of your infrastructure is a pre-requisite for this service.
Our 3rd line support team will be responsible for the management of all hardware and operating systems of the devices within scope, which include:
- Minor patches and security updates (during the quarterly patch window)
- Maintaining reboot schedules
- Ensuring all backup processes are running
- Resolving systems issues or failed operations
- Fulfilling housekeeping duties to ensure the most efficient and effective operation is available
- Resolving incidents relating to systems