Support contract provides secure platform for training organisation

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Our client is a leading specialist in the supply, distribution and management of global medicines to the clinical trial, biosimilar and bio-analytical sectors.

Issues

They were experiencing unreliability issues with their current IT infrastructure which was costing them time and money.

Also, the service they were receiving from their incumbent IT provider wasn’t meeting contracted service level agreements (SLA’s).

They made the decision to get alternative providers in to assess their requirements and propose the best solution for them going forwards and Quiss were happy to be part of this tender process.

Solution

Quiss were delighted to be awarded the contract after their proposed Works Flex solution was agreed as the best way forward.

Quiss have taken over with the day to day running of the IT within their business and the client now benefits from an outsourced IT department who are on hand to solve any issues as they arise.

Benefits

Works Flex is a fixed term, fixed cost partnership, based on the number of users within the business and delivers total peace of mind. It is made up of modules which enables the client to select the elements that are most appropriate to their business with the fees being based on the number of elements selected, multiplied by the number of users.

The Works Flex service provides a high level of support across a range of disciplines whenever users need them from training to helpdesk queries.

Our client now has access to our 30 man UK based helpdesk, 20 engineers on the road should they require on-site assistance as well as unlimited support calls and engineering visits. This covers hardware breakfix, for all servers, PC’s, laptops, printers, scanners and networking equipment.

We also help them procure goods, and implement them onto their network. Quiss will implement whatever is purchased throughout the lifetime of the contract at no extra charge.

We have taken over responsibility for managing all third party applications and service providers too. There are no changes to those contracts, it simply means that we are the point of contact for them now meaning this is one less things for them to deal with.

All Microsoft software is also covered and again is supported either via telephone, remote access or with an engineer to site should it be needed

All the above is carried out within very tight SLA’s that were predefined before the contract began.

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Training organisation Works Flex

 

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