When to Get Technical Support vs. Managed Services for Your Environment

Every IT department is different, and therefore, their needs are going to be different as well. To deliver value, Mindsight molds and morphs our Managed Services contracts to fit the unique needs of the client. Our customers are able to select which areas of their IT environment need the continual support of the Mindsight team and to what degree that support is needed. It allows them the freedom to customize the arrangement with Mindsight and ensure that there is no unnecessary overlap in responsibilities.

However, Managed Services is not the only way a client can leverage the Mindsight Team for Chicago IT consulting services. They can also acquire Mindsight Technical Support and procure a different kind of support from Mindsight.

 

Technical Support vs. Managed Services

Managed Services and T-Support are structured completely different, but they both address similar situations in our client environments. Which you decide to use boils down to a single question:

Who do you want to be responsible for the management of your environment?

 

A Managed Services Provider:
For some IT departments, the team is equipped to support most areas of their environment, but they lack the staff to properly maintain the contact/call center system, for example. Alternatively, they can handle their entire environment, but monitoring it at all hours puts added strain on the team and disrupts their work-life balance.

In these scenarios, a Managed Services contract would be ideal. It provides the constant coverage and support the IT team needs. With Managed Services, the team can offload their responsibilities onto our engineers and free up time to think strategically about the future of the department and the company.

 

T-Support Retainer:
Other IT departments are completely self-sufficient. They install, update, troubleshoot, and support their own IT environment from top to bottom. These teams will find more value in a T-Support Retainer package.

If the company wishes to pursue a large and intricate IT project, T-Support may be a perfect alternative to devoting key personnel’s’ time to the project. The client can instead use T-Support hours to complete the project without disrupting the team’s other projects. Other clients have purchased T-Support Retainer packages simply to use Mindsight as an escalation resource. In the event something goes wrong in the department, our clients can deploy Mindsight engineers to find a swift solution to the issue using the pre-purchased hours.

 

Our Managed Services Methodology

Each managed services agreement includes two core aspects: monitoring and management.

Monitoring
Mindsight provides 24x7x365 alert monitoring for all of our managed services clients. Day or night, our team will instantly send an alert to your office so the right steps can be taken as soon as possible.

  • Single point of contact
  • 24×7 issue notification
  • Environment monitoring
  • Access to the Mindsight Monitoring Customer Portal
  • Assessment of current environment with recommendations

 

Management
While monitoring exists in all managed services agreements, the level of management is flexible. If necessary, Mindsight is equipped and prepared to take over the complete management of a particular technology or even the entire data center. Alternatively, we can provide only the most minimal service or anything in between these two extremes.

  • Break/fix activities
  • Quality or performance issue diagnosis
  • Coordination of hardware break/fix activities in conjunction with a 3rd party maintenance
    agreement
  • Routine device configuration backups

 

Our Managed Services Areas

 

Remote Monitoring and Management
Mindsight’s Remote Monitoring and Management offering manages your storage, servers, hypervisors, network, and applications. If it is part of or supported by your data center, Mindsight can provide alert monitoring and ongoing maintenance.

Collaboration and Contact Center
Mindsight Managed Collaboration and Contact Center will manage your unified communications, collaboration, and/or contact center environments, so you can dedicate resources to other priorities. With our Cisco Master Collaboration certification, you can be confident that our engineers will manage your environment accurately and efficiently.

Cloud Managed Services
Cloud environments can benefit from the same form of monitoring and management conducted in on-premise data centers. Whether a few applications or your entire environment, let Mindsight keep your cloud-hosted applications and systems in order and performing as expected with our Cloud Managed Services.

Backup and Disaster Recovery
Mindsight’s Managed Backup and Disaster Recovery Services can be leveraged as a reliable safety net for your environment. Our engineers will oversee, manage, and regularly test your backup solution to ensure your backups are ready at a moment’s notice. Furthermore, our team can design and maintain a full disaster recovery strategy. If the worst were to occur, a Mindsight managed services agreement would be an invaluable ally in responding to the crisis.

Security as a Service
To protect the cloud, you need a solution built for the cloud. Security as a Service provides network monitoring, analytics, and insight to ensure that your on-prem or cloud deployment is protected from malicious files. Explore Security as a Service and how Mindsight can help you refine or build a security strategy.

 

Technical Support (T-Support) from Mindsight

The modern IT department is often pulled in a hundred directions at once. Free up your staff’s valuable time to focus on high priority items with Mindsight Technical Support plans. You can get access to millions of dollars in engineering talent for around $8,000. Would you like to have this insurance policy when things go wrong? Do you have any staff leaving on vacation and need a backup with an SLA? Do you have any issues your staff has been too busy to resolve?

When our clients need help on a per-project basis, it is often easiest to structure the services as a T-Support Retainer. It is available in a few different packages, and each provides our clients with dedicated access to our highly certified and experienced engineers who have years of experience managing advanced technology solutions in environments of all sizes and complexities.

  • Time & Materials (T&M): Unique among the different packages, T&M is not purchased as a bundle of hours. Rather, clients hire Mindsight at the outset of a project, and Mindsight will work diligently until the agreed-upon project is complete. Once done, we tally up the number of hours and cost of material for a final price for the agreement.

 

  • Basic Retainer: In the Basic Retainer package, clients will purchase 20 service hours in advance to be used at any time. The client need only to contact Mindsight, explain the situation, and our engineers will work to complete the project. If the project runs long, additional hours at this package or the silver level are always available.

 

  • Silver: The Silver package works much like the Basic Retainer package with a couple small differences. Silver is sold as 40 hour bundle instead of a 20, and clients also receive a service-level agreement (SLA) for response time. This package has the lowest hourly rate and hours can be used at any time throughout the year.

 

Available T-Support Technology Areas:

  • Infrastructure
  • Collaboration
  • Contact Center
  • Data Center
  • Business Continuity
  • Disaster Recovery
  • Cloud

 

Mindsight Escalation Strategy

Mindsight’s Network Operations Center (NOC) is equipped with automated escalation alerts for our Managed Services and T-Support Silver clients. Once an issue is registered, an alert will be triggered if the issue is not closed within a given time. Depending on the severity of the issue, this alert system will even escalate as high as our company president within a matter of hours.

 

Different Services, Same Quality of Service

One thing that remains the same between the two programs is the quality of service. Mindsight operates on three philosophical pillars: our people, our process, and our culture. Whether Managed Services or a T-Support package, our clients still receive highly trained, highly certified engineers; a proven process methodology; and a culture built upon honesty and integrity.

 

Let Us Know What You Need

If you have a need for managed services and the item is not listed here, or you need a more customized solution, please contact us today. We will make sure that you are connected with one of Mindsight’s Managed Services engineering experts.

Contact Mindsight today.

 

For Further Reading:

Managed Services is like Tetris

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