24 x 7 International IT

Maintenance

Tailored support packages to suit business needs

Reliable and responsive IT support when you need it

Our traditional break-fix maintenance service offers a cost effective, consistent and reliable solution. We understand that many IT departments face resource and budget constraints and managers don’t always have the time to think about reactive, onsite maintenance.

Orion Global Managed Services can take these stresses away by being a single point of contact for all IT support requirements, however big or small. Our highly skilled IT experts can be onsite when you need them, adhering to a Service Level Agreement chosen by you. A budget friendly alternative to ‘back to vendor’ maintenance, we provide both the parts and the labour, anytime of the day or night, around the globe.

Reliable and responsive IT support when you need it

Our traditional break-fix maintenance service offers a cost effective, consistent and reliable solution. We understand that many IT departments face resource and budget constraints and managers don’t always have the time to think about reactive, onsite maintenance.

Orion Global Managed Services can take these stresses away by being a single point of contact for all IT support requirements, however big or small. Our highly skilled IT experts can be onsite when you need them, adhering to a Service Level Agreement chosen by you. A budget friendly alternative to ‘back to vendor’ maintenance, we provide both the parts and the labour, anytime of the day or night, around the globe.

Tailored packages to suit your business needs

We understand that every business has differing service level requirements. Our multi-tiered support packages are structured so that you get the level that you need. From mission critical SAN and server maintenance to Next Business Day desktop support – we have the skills to support you.

Support packages include (but aren’t limited to):
Premium Plus – 24x7x365 (4 hour fix or response)
Premium – 8×5 (4 hour fix or response)
Standard – 8×5 (Next Business Day)
Labour only/parts only/Pay as you go

See our skill levels below

Customer satisfaction

Orion Global Managed Services constantly strives for customer satisfaction. With a consistent track record and 99% SLA hit rate, we make sure that we deliver on our promises. Communication is paramount to us and key to successful service delivery. Our state of the art ticketing system, coupled with our bespoke customer portal, means that you are at the centre of communication at all times.

Customer satisfaction

Orion Global Managed Services constantly strives for customer satisfaction. With a consistent track record and 99% SLA hit rate, we make sure that we deliver on our promises. Communication is paramount to us and key to successful service delivery. Our state of the art ticketing system, coupled with our bespoke customer portal, means that you are at the centre of communication at all times.

A wide range of skill sets and technologies are covered

Orion’s expert IT engineers are all recruited via our robust recruitment process. Their skills and certifications are professionally vetted and approved and all CVs are made available upon request.

Skill sets examples incude (but not limited to):
Level 1: Entry level – desktop & laptop skills, 1st line basic support.
Level 2: Minimum 2 years experience – Field engineer (desktop & laptop), data & network, server & storage (entry level), project coordinator.
Level 3: Minimum 3 years experience – Field engineer (team lead), desktop & laptop, server (Exchange/SCCM/SCCM), data & network (senior), storage, security, junior project manager.
Level 4: Minimum 4 years experience – Field engineer (desptop & laptop), server & storage, security, data & network, project manager.
Level 5: Minimum 5 years+ experience – Senior field engineer. Server & storage, data & network, security, senior project manager.
Level 6: Enterprise level consultant. Server & storage, data & network, security, ITIL Master

Technologies we work with include (but not limited to):
IBM, HP, NetApp, HDS, EMC, DELL, Symantec, Citrix, Appsense, Microsoft, Apple Mac, Linux, VMware, Cisco, Juniper, Checkpoint & Fortinet.

VIEW CAPABILITY MATRIX

Support Services

24x7x365 Call Centre

 

Access to 24x7x365 call centre for logging of support calls and fast response fault management

Third Party Vendor

Access to the third party vendors’ partner websites for documentation, patch/bug fixes, software updates and problem escalations

Consultancy

Onsite consultancy available

Health Checks

Proactive health checks

Software Management

 

Managing software versions and sending notifications when new releases are available

Parts & Labour

Incident management with parts replacement

Proactive Monitoring

 

Communication and reporting about systems to keep on top of issues before they arise

Enhancement

Change and enhancement requests

Updates 

 

Software updates and enhancements

Third Party Security Compliance

Security compliance checks

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