Managed Cloud Services and our Support Model

inCloudOne® sells all of our services as fully managed services, but we also sell these services with a flexible support model to suit your business, budget and IT expertise.

Build

inCloudOne® aims to solve our customers business needs with our Managed Cloud Services (MCS), by discussing your requirements with our sales or technical pre-sales advisors we can build you a bundled solution to solve your immediate needs and then flex this solution as your business needs change.

Installations

inCloudOne® will build your IT solution in our cloud and provide instructions on how to use it.

If any equipment needs to be installed at site, in most cases we will ship it as self-install solution that simply requires unpacking and plugging in. For equipment that requires configuration on-site then we provide the equipment with Engineer Assist which means one of our highly trained engineers will turn up at your site with the equipment, configure it and get you the customer to sign-off the installation when the work has been successfullly completed and the service is up and running.

What else we offer

inCloudOne offers a range of Installation, Maintenance and Support options to suit your business and budget.  We also offer a range of Service Level Agreements (SLA's) giving you peace of mind and the assurance that someone is looking after your IT services from end to end.

Monitoring Routers and On-Site Services

• As standard, inCloudOne® will monitor the availability of all edge Routers and on-site hardware services if permission is granted by our customers
• As standard, inCloudOne® monitors and maintains all of its cloud services to ensure they are running at the highest availability possible, to ensure that they are always there when you need them, typically these are 99.99%.
• By monitoring the services from our core to inside your business inCloudOne can pro-activitly respond to any incident should it occur, and get the service back up and running in the shortest possible time.

Hardware Maintenance Agreements

• inCloudOne® offers hardware replacement services for all of our equipment, we also offer this replacement service with and without engineer assistances to suite your available of on-site IT skills.

Open or Closed Solutions

inCloudOne® operates two support models as follows:

• inCloudOne® Open Services - allows our customers to have access to the routers and hardware we sell or include as part of our service. We recognise that some smaller organisations need to be in control of their changes, and we have found that larger organisations can also benefit from this as it keeps the support costs down for the overall service.  It is the responsibility of the end customer to keep copies of their latest configuration.
• inCloudOne® Closed Services - provides traditional fully managed and closed solutions which means that all changes on the environment follow a strict change control process by inCloudOne engineers only. By closing the systems from third parties generally means that availability of the service can be better controlled, changes are not done within core business hours and stability of the end to end service is maintained.

Engineer Assistance

inCloudOne® provides support processes that are very flexible and can be tailored to suit your availability of on-site IT staff, change procedures and budgetary requirements

• inCloudOne® Installations - When ever possible we try to supply equipment that can simply be unpacked and installed without any IT skills. On more complex deployments our customer may require an engineer to assist with the installations as there may be a degree of beposke configuration to integrate with their existing IT systems.
• inCloudOne® Monitoring - Our engineers are based in our Service Management Centre and are responsible for monitoring and fixing any issues that may arise on our services. Whilst they will pro-actively address any core service issues, they are also there to support all of our customers on-site issues either pro-actively or reactively through a support voucher scheme that we operate. 
• inCloudOne® MADC - All planned works, Moves, Adds, Deletes and Changes will be undertaken by our engineers in accordance with our customer requirements allowing services to flex to suit changing business needs.
• inCloudOne® Pro-active Support - All core cloud services and any end customer services that have suitable access and SLA's are monitored and pro-actively maintained if an incident were to occur.
• inCloudOne® Reactive Support
  • For all on-site Closed Solutions our SMC engineers will undertake the necessary changes either directly (if permission and access has been granted) or via a 3G stick which allows our customers to control access to inCloudOne and see what changes we are making as we make them.
  • For all on-site Open Solutions we allow our customers to undertake their own MADC's as and when they are required giving you the greatest control over the services. inCloudOne also offers support from our SMC should things go wrong.

Service-based SLAs

As with all IT solutions there are many components involved and sometime many providers.  inCloudOne will package these components and managed all providers giving you and your business an single end to end solution and SLA wrapper which break down as follows:

Core Services

• The "Availability" and "Uptime" of the Cloud Services that inCloudOne provide to our customers

Connectivity Circuits

• The connection to our customers site(s) and the "Availability" of this service as an average per month 

Hardware

• The "Response Time" it will take inCloudOne to respond to a hardware fault being detected or reported to us and the "Replacement Time" it will take for us to swop out the hardware if it has failed.

Support

• The "Response Time" inCloudOne offers to all of our customers who use our support services.