Remote Infrastructure Management Consultancy

Today, companies have found it hard to arrange their services to match the growing demands of the industry and clients. Expectations do not stop at just quality alone, companies are expected to manage risks, reduce cost and all the time ensure business continuity. At AssistanZ we have the backing to effectively manage operations within the production environment while still meeting security compliances as well.

Our IMS service follows ITIL software delivery management service method. All the work executed only after fully understanding the terms and conditions of the Non-Disclosure Agreement and service level agreement signed. Some of our IMS managed services are:

IMS Level Classifications

Level 1 – Incident Management Team

Response Time – 30 mins
Resolution Time – 4 Hours**
  • Ticket Receipt confirmation
  • Initial resolution / response
  • Coordinate with the IT service desk
  • Customer interaction Services
  • Perform Initial Incident Analysis
  • Basic Troubleshooting Support
  • Facilitate Issue Tracking Progress
  • 24×7 Monitoring for alerts
  • Update logged incidents on tracking tools
  • Route the issues to L2 support
  • Installation Support
  • User Management
  • Patch Management
  • Disk and Log Management
  • Space & backup Management
  • Schedule Job Management
  • FAQ Support
  • Solutions from Knowledgebase
  • Escalation to Level 2

Level 2 – Problem Management Team

Response Time – 30 mins
Resolution Time – 4 Hours**
  • Diagnosis and Resolution
  • Provide Workarounds
  • Emergency Fixes
  • Release Management
  • Update known Error DB
  • Knowledgebase Updation
  • Resolve issues escalated from L1 team
  • Troubleshoot defects
  • Provide root cause analysis
  • Communicate with L3 as and when required
  • Advanced Patch Management
  • Performance Management
  • Change Management
  • Problem Management
  • Security Management
  • Detailed issue tracking
  • Check integration issues
  • Automation of tasks and Simulation
  • Escalation to Level 3

Level 3 – Solution
Advisor Team

Response Time – 30 mins
Resolution Time – 4 Hours**
  • Technical Consultancy
  • Assist L2 in doing root cause analysis
  • Impart Knowledge to L2
  • Implement Disaster Recover Strategies
  • Defects analysis and resolution
  • Escalations from Level 2
  • Advance Performance tuning
  • Bug Management
  • Development Escalations
  • Training and Mentoring
  • Knowledge Updation

Level 1 – Incident Management Team

Response Time – 30 mins
Resolution Time – 4 Hours**
  • Ticket Receipt confirmation
  • Initial resolution / response
  • Coordinate with the IT service desk
  • Customer interaction Services
  • Perform Initial Incident Analysis
  • Basic Troubleshooting Support
  • Facilitate Issue Tracking Progress
  • 24×7 Monitoring for alerts
  • Update logged incidents on tracking tools
  • Route the issues to L2 support
  • Installation Support
  • User Management
  • Patch Management
  • Disk and Log Management
  • Space & backup Management
  • Schedule Job Management
  • FAQ Support
  • Solutions from Knowledgebase
  • Escalation to Level 2

DirectAdmin Server Management Plans

Premium Support

24/7 End User Support from your Helpdesk
$ 99 Monthly / Server
  • Unlimited Support Plan
  • 24/7 Emergency Phone
  • Chat Support for Admin
  • Separate Account Manager
  • NDA & SLA
  • SLA Review Meetings
  • FREE Consultancy Services
  • Simple SignUp Process
  • Instant Account Activation
  •  

Platinum Support

24/7 Proactive Support
$ 49 Monthly / Server
  • Unlimited Support Plan
  • 24/7 Emergency Phone
  • Chat Support for Admin
  • Separate Account Manager
  • Advance Proactive Monitoring
  • Guaranteed SLA
  • SLA Review Meetings
  • 3rd Party Application Support
  • FREE Consultancy Services
  • Server Migration Support
  • Weekly Status Report
  • No End User Support
Popular

Unlimited Support

24/7 Support

$ 30 Monthly / Server
  • Unlimited Support Plan
  • 24/7 Support
  • Basic Monitoring
  • 30 Minutes Response Time
  • 4 Hours Resolution time for the Possible Issues
  • Security and Performance Optimization
  • React to Customers queries
  • Simple SignUp Process
  • Instant Account Activation
  • No Third party application support
  • No Migration and End User Support

Cpanel Server Management Plans

Premium Support

24/7 End User Support from your Helpdesk

$ 99 Monthly / Server
  • 24/7 End User White Label Support
  • Unlimited Number of Tickets
  • Chat Support for Admin
  • Separate Account Manager
  • Guaranteed SLA
  • Weekly Status Reports
  • FREE Consultancy Services
  • Simple SignUp Process
  • Instant Account Activation

Platinum Support

24/7 Proactive Server Management
$ 49 Monthly / Server
  • Unlimited Support Plan
  • 24/7 Emergency Phone
  • Chat Support for Admin
  • Separate Account Manager
  • Advance Proactive Monitoring
  • Guaranteed SLA
  • SLA Review Meetings
  • 3rd Party Application Support
  • FREE Consultancy Services
  • Server Migration Support
  • Weekly Status Report
  • No End User Support
Popular

Unlimited Support

24/7 Server Management

$ 29 Monthly / Server
  • Unlimited Admin Tasks
  • 24/7 Support
  • Basic Monitoring
  • 30 Minutes Response time
  • 4 hours Response time for possible issues
  • Security and Performance Optimization
  • React to Customers queries
  • No Third party application support
  • No Migration and End User Support

Cpanel Server Management Plans

Premium Support

24/7 End User Support from your Helpdesk

$ 99 Monthly / Server
  • 24/7 End User White Label Support
  • Unlimited Number of Tickets
  • Chat Support for Admin
  • Separate Account Manager
  • Guaranteed SLA
  • Weekly Status Reports
  • FREE Consultancy Services
  • Simple SignUp Process
  • Instant Account Activation

Platinum Support

24/7 Proactive Server Management
$ 49 Monthly / Server
  • Unlimited Support Plan
  • 24/7 Emergency Phone
  • Chat Support for Admin
  • Separate Account Manager
  • Advance Proactive Monitoring
  • Guaranteed SLA
  • SLA Review Meetings
  • 3rd Party Application Support
  • FREE Consultancy Services
  • Server Migration Support
  • Weekly Status Report
  • No End User Support
Popular

Unlimited Support

24/7 Server Management

$ 29 Monthly / Server
  • Unlimited Admin Tasks
  • 24/7 Support
  • Basic Monitoring
  • 30 Minutes Response time
  • 4 hours Response time for possible issues
  • Security and Performance Optimization
  • React to Customers queries
  • No Third party application support
  • No Migration and End User Support