Managed Services
Managed Services
Managed Services is the blend of proactive monitoring and maintenance alongside readily available and reactive support for your technology environment.
By taking ownership of all the different elements of your environment our team becomes the single point of call for ensuring the technology is working effectively.
Designed around people
Your business is built on ensuring the right people have the right tools to deliver on your value proposition for your customers.
Our managed services are designed to support the individuals in your business to help them focus on their roles. We take the time to understand each user profile, the role they are carrying out, and the applications they use every day. Based on this understanding we design a smooth and stress-free IT support solution that is right for your needs. This means:
- Increased productivity
- Peace of mind
- Faster and cost-effective resolutions
- Reduced time spent on maintenance
- Predictable and lower costs
Setting the foundation
The quality of support you receive is directly related to the amount of work we put in when we start working together to understand your business, its people, and the technology you use.
When you engage a new organisation to provide support to you, there is a moment of truth that occurs when you make that first call to resolve an issue you are facing. At that point you find out what you have really bought and how effective the team will be at supporting you.
Envisage has worked hard to improve our onboarding process to fully detail the items we need to understand, how we need to get the information from clients, and how we ensure our can access it when they need it. This work ensures that any member of our team can provide support immediately and you will not be tied to a single expert on your environment.
An open and transparent approach
Our approach to Managed Services combines both extensive monitoring and reporting with regular engagement.
We provide monthly reporting along with regular meetings to ensure your technology is helping your business to function at its best and to discuss any issues.
Where issues are because the solution is no longer the best one for your needs we can engage our vCIO Services to help you make the right choice from the options available.
Support you want to use
Documentation, Live Tech Answering, Continual Development
Envisage believes that high quality support is delivered by ensuring we have the right staff, armed with the right experience, and the right information available when you need them most.
The Right Team
Envisage has designed our operation to ensure a technician is your first point of contact. To us, there is nothing worse than calling with an issue to be solved and not getting through to someone who can help you straight away.
As the Digital Competency [Internal Link] of your workforce improves we focus on ensuring our most experienced technical staff are available to help with the tougher problems. We ensure our team is capable of problem-solving new issues and pro-actively minimising the basic issues that consume your team’s time.
There is nothing worse than calling with an issue to be solved and not getting through to someone who can help you. That’s why our phones are answered by experienced technicians in our Brisbane office. We don’t require you to have a ticket logged and wait for a call back.
We notify you of any issues in real-time and we provide peace of mind, knowing that any IT concerns will be resolved in a fast and stress-free manner.
Envisage designs support packages that align with the needs of the business, and the capability of your team.
Often this includes unlimited access to our support team. By fixing the cost of your support you won’t waste time trying to solve problems internally before you reach out to our team.
There are endless options when it comes to choosing the right laptop, desktop and monitors, even before you even start to consider peripherals like keyboards and mice. These options are also continually evolving as new technology comes onto the market, making power and storage cheaper with each evolution.
When it comes to recommending hardware for you we focus on:
- What do you need to run on the device today?
- What might you need to run on the device in the next few years?
- Where are the relevant devices at in their product lifecycle?
- Is there new technology on the horizon?
Envisage is always looking to ensure our clients get value from their hardware. This perspective may mean that paying a little more upfront will leave the device capable of running your desired applications for longer, extending the life of the device and saving money over the long term.
We also support our clients in managing their asset lifecycle. This means planning for the right point to replace devices before they become a frustration for the employee using it or a signal to customers that you haven’t invested in your technology.
Envisage wants to make the process of buying hardware simple for you. We have implemented a tool that gives us access to daily updates on the availability of over 250,000 different stock items from distributers in Australia. This allows us to quickly quote you the options based on availability and to ensure we are buying for you at the best price.
After your decision we then manage the ordering, setup, and delivery of the device as well as ensuring any warranty issues are administered by our team. Your team simply has to switch it on to get productive.
We are focussed on ensuring your services are working and available based on a range of known factors that could bring your systems down.
From time to time there will be a factor outside of this range that will result in your system coming down – whether it is the physical impact of a fire at your premises, or an unpreventable zero-day attack on your network.
Planning to mitigate the impact of such an event on your business is a critical component of our managed services. Disaster recovery is, to some degree, an insurance premium. As with all insurances you must weigh the ongoing cost with your understanding of the likelihood of needing it, and the severity of the impact in that situation.
Envisage help you understand the balance that is right for your business. For example, having a spare laptop on hand for every staff member and an office lease at a second location held empty is unlikely to be the right balance for most organisations. But it could be if there is a significant cost to downtime through either lost revenue or contract breaches.
Backups
When it comes to backups the question is really, how much work you can afford to lose, how quickly do you need it back, and how long you want to store it for.
The more work you can afford to lose, the less frequently the backup system needs to copy data, reducing the computing load and amount of bandwidth it consumes to move the data offsite.
The longer you can go without it being available again, the cheaper the cost of storage.
Similarly, if you only want to hold 30 days’ worth of backups it will take up significantly less storage space than if you want to retain 12 months of data.
Envisage have a variety of solutions across whether it’s with our cloud products or your on-premises server, giving you the power to decide what you want to back up.
Most application options are now delivered as a SaaS model. This means that if you don’t have an internet connection, or if you have one but it isn’t working, your business comes to a halt. You can’t access your data and, if you have a VOIP system, you can’t even call your customers.
Ensuring you have the right connection for your business and a failover in place for when it does go down is no longer an option, it’s an investment every business has to make.
It is important to note that not every connection is made equal, there are variances on:
- the speed of the connection for downloads and uploads that you contract for,
- the likelihood of receiving that speed, and
- the SLA for fixing an issue when it occurs
Envisage has access to wholesale connections from the major ISPs in Australia. By owning the connection we can take all the issues – from organising the connection date, through to following up on outages and, finally, ensuring we go back out to market before the contract expires to ensure you always remain on the best connection for your needs.
Networks are the glue that holds your IT systems together. Poor performance on your systems can often be associated with underlying problems with your network.
It is important that effective planning goes into your network design. Like the plumbing in your house, a poorly designed network can cause multiple network “blockage” issues around the office and can become quite expensive to replace should it need to be pulled out and redesigned.
You should never let network design become an afterthought when it comes to scaling your business or simply looking to setup a new business.
Firewall
The firewall is your first line of defence when it comes to protecting and securing your organisation.
Our network team ensures that our security appliances are backed by brands such as Cisco, Fortinet & Ubiquiti. A modern firewall should include IDS & IPS systems to not only detect threats but prevent them from entering your networks.
Switch
Switches help packets of information travel across your network from point A to point B in a reliable and consistent method.
Switching equipment should be procured from a reliable and trusted manufacturer and installed by certified engineers who understand and know the equipment.
Due to the amount of data that can be carried across networks in this digital economy it is vital that your switches are scalable to keep up with your business needs.
As many modern voice systems now rely on data to make and receive calls, it’s important that your switches are up to the task.
Wireless Network
Traditionally wireless networks were an afterthought to wired networks given their unreliability and often slow network speeds.
With the advancement of modern wireless equipment, speeds and reliability are often on par with their wired counterparts. For existing sites with little physical network cabling wireless networks can often be the answer.
Mesh wireless networks are a technology that allow you to distribute wireless signals across your office space using multiple wireless devices, but they appear as one single network to your end users.
Gone are the days of different wireless network names for each part of the office!
We also have the experience to troubleshoot and resolve issues with ongoing wireless performance issues.
Speak to our team about how wireless networks can be implemented for your office space.
Whilst communication has moved further and further into the written word, there is still a lot to be said for picking up the phone and talking to someone, particularly in business.
With the removal of the copper network as the NBN has been rolled out, voice communication has been shifted to digital through VOIP systems that work through VPBX.
Envisage has selected the 3CX system as our preferred VOIP system. This decision was made to ensure we had the best level of flexibility in the system to design the right solution for each client. By having an open platform, we can allow you to:
- Choose and control your own phone numbers.
- Choose your own SIP Trunk and save.
- Choose your own cloud provider.
- Choose your own hardware.
- Choose on-premise or cloud options
What’s more, we have found it to be unbeatable on price when compared to similarly feature rich and mature systems.
Getting the basics right first
There are unique opportunities that VOIP brings to how you communicate with customers, however there is still a baseline that is often forgotten – whether you easily and reliably hold a conversation with someone else on a call. Achieving a clear and high-quality call can be impacted by other elements in your environment including:
- Is your connection bringing in sufficient bandwidth and speed?
- Is your network configured appropriately?
- Have you selected the right hardware for the different parts of the system?
Unlocking the potential of VOIP
When your call is digitised a world of opportunity opens up to support a more effective design for your operations and improved experience for your customer. We can implement features previously reserved for the expensive full contact centre systems using an easy-to-understand interface that puts you in control.
- Be in the office, no matter where you are
- Through the mobile apps and the softphone on a laptop you can answer your landline number from anywhere you choose.
- Design the right call flow
- Ensure calls get answered by the most relevant person each time by designing how calls are routed in your organisation
- Know your customer right from “Hello”
- By integrating with your CRM we can deliver a screen pop experience for your team, that means they have all the information on hand without having to ask the customer questions they should already know.
We make switching Easy!
Changing IT companies or systems can be a hassle. We’ll support you through the process, liaising with your existing IT partner and helping you source everything we need to hit the ground running.
