Core to the managed services offering is a dedicated service delivery manager. They are responsible for overseeing the delivery and ongoing support of services and ensuring that each service is delivered on time and is successful throughout the duration of the contract. The service delivery manager can be leaned on for all customer queries and are the first point of call for escalation should issues arise.

Tickets will be automatically logged into our partner Simplify IT’s ITSM toolset, customers are then granted portal access to review logged tickets and if required log manual tickets for specific issues or requests.

Up / Down Monitoring

All systems under a managed contract will be monitored and will automatically generate tickets on failure or disconnect.

Remote Configuration Backup and Restore

All systems are automatically backed up on a daily schedule. Backups are held in CC Communications provided repositories held within a CC Communications provided virtual appliance. CC Communications work with you to ensure the appliance is installed and configured as part of the service install. Configuration repositories are replicated to a second offsite location.

Upon failure of the system, CC Communications will ensure that the provided hardware is shipped to site under a next business day agreement. The replacement system is swapped with the original unit and its configuration restored from the latest backup. We perform these actions either remotely or on-site, depending on the system failure and the availability of your environment. The Cost of returns of the original unit back to base are covered within the agreement.

Service down or configuration issues which are causing disruption to the service under contract are deemed “incident”. Issues that relate to interdependent services, i.e., LDAP config issues being caused by invalid certificates issued within Active Directory, or changes to the base configuration, i.e., enablement of additional feature sets following the completed installation of the service, are not covered under contract and will require consumption of an umbrella, pre-paid consultancy services contract.

Ask your CC Communications Account Manager about this if it’s something you feel you may need.

Change Management

Managed service customers will have access to a customer portal to generate tickets for scheduled changes. Additions or modifications are capped at a set change rate per annum depending on the contract type. Additional changes beyond this cap are covered under pre-purchased umbrella or consultancy services contracts. 

• Standard = 12 changes per annum 
• Premium = 36 changes per annum 

Exemptions to the cap include necessary follow-on activities within the core service.

• CC Communications managed projects which require changes as part of the installation. These activities are logged under the project contract and are therefore exempt from change quotas.

Vulnerability Hotfix Patching

Patching of known exploits and vulnerabilities are included. CC Communications will proactively monitor for exploits relating to the systems under cover and will notify customers of any publicly known exploits that relate to systems under contract. A ticket will be generated for these activities for auditing purposes, service delivery managers will reach out to schedule the upgrade in-line with customer control processes.

Health Checks

Includes two remote health checks a year. Service delivery managers will schedule health checks which may identify areas for improvement. Action plans will be formed as an output of each health check and implementation dates agreed. Changes as part of action plans are covered under the default service contract.