Our client is a family run business who have been processing and sourcing chilled and frozen meat to the wholesale, retail and catering trade and to local butchers for nearly 40 years.
They were having issues with the service they were receiving from their incumbent IT Partner. Service Level Agreements were regularly being missed and they simply couldn’t rely on their IT to deliver what they needed it to. This was having an effect on day to day business processes.
They needed an overhaul of their current IT as they had an ageing infrastructure but they needed to achieve this with minimal disruption to their business.
After a full review of their requirements and expectations, we have implemented our Works Flex solution.
Works Flex is a fixed term, fixed cost partnership, based on the number of users within the business. It is made up of modules which enables clients to select the elements most appropriate to them.
We have also implemented brand new on premise equipment. New PC’s for all end users, servers infrastructure for the backend and new printers and networking equipment
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 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.
They also chose to bolt on the Disaster Recovery option to their contract. This means that they have access to our on-site Business Continuity facility and Disaster Recovery solutions where we will rebuild their infrastructure at a secondary site if ever there were to be a disaster. This has given them the peace of mind to know that they are fully prepared for business as usual should the worst happen.
A second add-on that they chose was our Installations Services. Quiss will implement whatever is purchased throughout the lifetime of the contract at no extra charge.
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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