Wanstor Infrastructure Proactive

100+ in stock
Manufacturer Wanstor
Part number WAN-CON-PROACTIVE
  • £823
  • Information
    Most IT failures are preventable. Prevention could be capacity planning, maintenance, replacing old equipment or ensuring that Anti-virus software is installed/updated or maintained. In the rare instances that unavoidable failures do happen, a background of proactive work ensures that it is more straightforward to recover from failure.
    Fundamentally the proactive appointment is the first stage in the process to generate value for Wanstor’s customers from their technical systems/services.
    Wanstor proactive maintenance service is designed to prevent failures from happening, and to look at the day-to-day support queries that clients are raising and see what can be done to stop these on a long term basis.

    Proactive benefits for the client help to prevent failures and making their business more efficient;
    1. Identifying and resolving long term incidents and undertaking root cause analysis
    2. Is equipment too old/or inappropriate for its current use
    3. What general weaknesses are there in the IT infrastructure
    4. Are Windows Updates up to date and being applied
    5. Are Back-Up audits up to date, scheduled in line with customer business functions, running correctly and completing without errors
    6. Are Internet connections and networks operating at suitable speed
    7. What are the most frequent call types, how can these be avoided
    8. Recommendations made to future proof customers business functions, to ensure their services provide and generate value for their business

    Primarily the appointment is to report on issues and manage these through the completion, however on occasion customers will ask for installation work or remedial work to be actioned, during this time the option for proactive maintenance should be followed, this would not include project work and should be limited to resolving proactive issues.

    It is important that the focus is kept on the purpose of the proactive day with support issues being handled by the Wanstor Service Desk.
    All businesses have different requirements, and have a different approach to cost and business risk. Our recommendations are based on our broad experience of customers. We understand that you will not always follow our recommendations, or that sometimes your business priorities might mean that these cannot be actioned immediately. We do not profess to know everything, or to be able to prevent every possible failure, but through our diligent approach to continuous audit, and continuous service improvement, we mitigate risk and improve the performance of IT services within your business.


    Recommendations


    Recommendations are to be made on a best-practice basis, i.e. to ensure that current best practices are met for the undertaken proactive checks. It is also to ensure customers are aware of new improvements within their technological systems are discussed, with the intention of improving their current technical estate.
    There are many new systems/services that could replace existing, out-of-date systems, services or applications and therefore should be brought to the attention of the customers’ technical contact and the Wanstor Account Manager at the endo the appointment meeting, e.g. upgrading Exchange 2010 to one of the three Microsoft Best-Practice-Solutions;
    1. Upgrade to the latest version of Exchange
    2. Upgrade to the latest version of Exchange and create a hybrid migrated solution with Office 365
    3. Migrate into Office 365

    Each previous recommendation should be revisited at a new appointment and an update given to both the issue, whether the recommendation is to go ahead and whether the RAG status is lowered by previous remedial action.

    As this is a collaborative relationship between Wanstor and its customers, the customer technical contact does have a responsibility to check the recommendation and to make a decision against the proposed remedial work.


    Red, Amber, Green (RAG) Status


    Recommendations should always be accompanied by a RAG status to indicate the severity of the identified issue. If the recommendation remains open but reduces in severity then this change should be applied to the recommendation.

    If the remedial work for the recommendation has been completed then an agreement should be made with the Wanstor customer technical contact to remove this from the report.


    Accompanying information


    Any information pertaining to recommendation should also be included, i.e. an associated Service Request against an issue, a Change Control ID that relates to solving the issue, a Project ID if the recommendation has proceeded to a charge specific project to resolve the issue
    Wanstor whitepapers – Wanstor produces and number of industry led whitepapers for business solutions to known problems, where related to the recommendation, these should also be attached to any communications to the customer. This provide Wanstor’s customers with the additional industry led information and conclusions so the customer can made an informed decision to resolve the recommendation.


    Specialised proactive services


    As with many businesses specialists are required to perform work in certain areas. Wanstor are building specialist proactives where for instance, Wanstor Network Consultants perform Network Proactive appointments. If a specialist proactive is required the Proactive Engineer should include this as a recommendation.
    Business service proactives, ensure we are providing a proactive appropriate to the requirements of the customer. Wanstor are encouraging customers to communicate their own requirements for their proactives so we tailor a proactive towards that part of the customers’ business.



    Services includes one day of Wanstor's Senior Engineer visit. Booking subject to availability.
  • Specifications
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