Custom built network support & maintenance

CoverActive's Partner + custom built support and maintenance solutions are every bit as unique as the individual clients we support. So whether you're looking to fully outsource your network management or only require specialist expertise to support a small area, you can rest assured there's a managed or co-managed solution to fulfil every aspect of your support and maintenance requirements.

As the name suggests, the CA Partner + approach is driven by a firm commitment to long-term partnership. We have never seen this as being merely a hollow mission statement and instead believe it to be a commercial imperative, that our experience shows continually delivers increased performance and value to both partners.

This means we invest heavily in our relationships from the outset to ensure we quickly earn the trust and respect necessary to become regarded by our clients as a specialist and valued member of their team.

Preliminary network audit

Our commitment to partnership is evident from the start offering as we do a complementary network audit to all new and prospective clients. We then use the results of this audit to not only refine our solution but also to proactively demonstrate how we can add value. It's therefore not unusual to see a post-audit solution evolving to offer greater efficiency and in doing so also reducing costs. Such underlines our commitment to long-term partnership which always comes before any opportunistic short term gain.

A service with proactivity and pragmatism

We are continually working towards better improving our understanding of not only every aspect of your IT but equally importantly our appreciation of the organisation itself. In doing so it enables us to become more proactive and pragmatic in our support. Combine this with Trinito's philosophy of always putting people before technology, and you have a service that is refreshingly personable and equally practical.

Like network optimisation, exceptional service can only be delivered by continually monitoring and reviewing our performance, this ensures we always deliver your SLA and go further to exceed your expectations. We are always keen to use client feedback to refine our approach and establish best practice polices. Doing this means we're able to play an active part in helping all our clients and their organisations achieve better performance.

Example managed or co-managed services

Primary support and case management :

  • 24/7 Telephone and online CoverActive support centre with case management and reporting for :
  • User Level - Supporting employees (non-technical)
  • Tech Level - Supporting IT professionals (technical)

Service area examples :

  • Network monitoring with proactive maintenance
  • Permanent onsite support team
  • Escalated case and scheduled onsite support
  • Onsite and remote engineering
  • Continuity plan delivery
  • Security monitoring and penetration testing
  • Advance and brake fix level hardware replacement
  • Temporary technical cover for staff holiday and absence
  • Short contracts are available for events and projects

Technology & software coverage

CA Partner+ offers a complete support solution for everything from high specification routing and switching to software configurations and the day to day demands of desktop and mobile computing. We also offer extensive support for virtualization and the rapidly evolving world of cloud based services.

Our technical support team and network of field engineers are just as adept at supporting complex technical problems as they are in assisting employees who aren't particularly tech literate. The objective remains the same: to minimise downtime, optimise the network and in doing so allow you to focus on achieving your organisational goals.

We offer comprehensive support for over 40 vendors in both software and hardware capacities for :

Supporting technology at infrastructural and delivery levels :

  • Infrastructure Technology - e.g. Routing, switching, server etc.
  • Delivery Technology - e.g. PC, mobile, printing, phone, etc.

Approach & geographical coverage

While some of our managed solutions do offer a completely outsourced IT resource with a permanent presence at a client's office(s) it is fair to say that the majority of CA Partner + contracts are supported via our 24/7 365 CoverActive support centres and extensive network of local field engineers.

Our support centres always provide the primary point of contact as the majority of the cases only require telephone or online assistance to resolve the problem. Secure connectivity is also used extensively to diagnose and solve problems remotely.

Should your organisation have a security policy that isn't compatible with remote connectivity we can offer onsite support as needed through our network of field engineers. The same team are also responsible for advance hardware replacement options requiring engineering (support and installation) which means we are able to offer onsite support within two hours or less for most locations.*

Network monitoring & proactive maintenance

CoverActive's support team utilise a variety of vendor driven network monitoring tools together with a selection of Trinito's own proprietary programmes to assist real-time network optimisation and manage advance warnings of network problems. This proactive approach can yield significant benefits by limiting or even eliminating certain types of downtime and can also save on costs by allowing a more efficient allocation of support resources.

Most organisations can benefit from a network monitoring resource and, providing the right security and privilege policy is implemented, it can prove an invaluable way of delivering greater performance from your CA Partner + solution. It's for this reason that we actively subsidise these solutions as they can have a huge impact on the strength of service and partnership that we are able to offer.

Continuity solutions

To complement Trinito's continuity and disaster management consultancy services CA Partner + offers an integrated resource to put your plan into place. Of course CA Partner + is also equally happy to support existing plans and those developed by other consultancies or in-house provisions.

Expectancy via SLA

Service Level Agreements (SLA) form the backbone of every individual CA Partner + support contract. Unlike some providers who won't allow any changes to agreed SLA's during an active contract or do but with disproportionately heavy penalties; CA Partner + instead offers a more flexible approach allowing up and down grade requirements via a notice period and a simple discussion with your Relationship Manager.

Advance hardware replacement

Hardware replacement services are common to both CA Partner + and the pre-packaged support solutions for individual devices offered under CA Core. In both cases advance hardware replacement is available with 2hr, 4hr and next business day SLA's while brake fix support is also available for less critical devices.

Supporting every shape and size of client

Trinito's CoverActive support centres and a global network of offices and field engineers allow us to support every size of organisation from multinationals and government departments to small companies and individual entrepreneurs.

Catering for such a wide array of people and organisations means our offering has to be not only scalable, but equally flexible and extremely cost conscious. In achieving this we are able to deliver the same sense of value to everyone we support.

As you would expect we have a great deal of specialist sector experience but regardless of the noted benefits that this brings we are never blinkered by previous experience and instead always look to embrace the individuality of every organisation we work with.

* For full terms and conditions please click here.

Other relevant links
Bookmark and Share