Tech Success - Managed IT Services

Managed IT Services

Managed IT Services

Technology Success starts here.

Talk to a Managed IT Services expert

We'd love to meet and discuss how we can possibly assist your digital environment. Book a time and receive a free Microsoft Teams eBook.

Technology Success Framework (TSF)

Our Managed IT Services is built upon our Technology Success Framework that works alongside our Success program which is extremely flexible and cost-effective. We'll assume ongoing responsibility for managing, monitoring and problem resolution for your business' digital infrastructure.

  • Technology Success IT Support Icon

    IT Support

  • Technology Success Internet & Hosting Icon

    Cloud

  • Technology Success Application Icon

    Applications

  • Technology Success Virtual CIO Icon

    Virtual CIO

  • Technology Success Communications Icon

    Communications

  • Technology Success Connectivity Icon

    Connectivity

  • Technology Success Security Icon

    Security

  • Technology Success End User Computing Icon

    End User Computing

  • Technology Success Professional Services Icon

    Professional Services

Unique Approach

Our Technology Success Program is a comprehensive Managed IT Services solution for businesses looking for more than just IT support. Our Managed IT Services outlook is built upon our Technology Success Framework™ (TSF) that looks to align business applications and infrastructures to your business vision and strategy.

When you're working with Tech Success you do not get a reactive IT Support Partner, you get a real business partnership that will address the business impact of each technology being used in your organization. our Technology Success Program assures that our Managed IT Services team operates as your internal IT department, focused on technology standards and alignment, together with business impact and IT strategy.

Simple Pricing, No Surprises!

We believe in our value and that's why we don't offer term contracts unless requested. Our Managed IT Services offering is billed on a flexible monthly per-user subscription model which allows our clients the ability to decrease or increase depending on user fluctuation.

Not only will you have unlimited access to our highly accredited technical team - but you will also be assigned with a virtual Chief Information Officer (vCIO) performing scheduled proactive visits helping you understand the business impact of operating technologies. We make sure your business operates under a series of best practices for key technology areas to align your technology with high standards on a regular basis.

Managed IT Services
Technology Success Virtual CIO Icon - Managed IT Services

Dedicated IT Management (vCIO)

Strategic insight and planning from your vCIO 

A function of our engagement with you is to have a complete mastery of your business use of technology to understand how it is aligning with your business targets. This goes beyond basics including industry Madaned IT Services trends, business applications, or compliance requirements. This implies that we need to understand what your business does, how you do it, and how your technology assists in these questions in order to provide you with the highest level of our service.

Client Education

We will educate you on various technology topics ranging from security, compliance, and new technologies. This is not the opportunity to lecture you on what you do right or wrong. As your Managed IT Services provider It is rather to keep you aware of trends. If a new service may benefit you, it is best to inform you in advance before the next budget period. When the time is right to adopt the new solution, you would already be aware of the benefits.

Technology Business Reviews

Technology business reviews are for advocating improvements and alignment to defined standards. This is a face to face meeting where we will cover reactive support, ongoing projects, and recommendations for further improvements.

Life Cycle Budgeting

Budgeting for the short and long-term gives insight into planned expenses. We are sure you prefer planned expenses when appropriate. As your Managed IT Services Partner implementing our Framework, it is our responsibility to plan life cycle budgeting 3 years in advance. We will provide reminders for hardware, software, or services and the need for replacement.

New Technology Planning

When you contemplate new technology, we as your vCIO become your liaison. A successful project must consider expenses, infrastructure requirements, downtime, and scope of work. The need to see value early in the decision-making process prevents unforeseen issues. We will work with you to evaluate the options and implementation process.

Modern Wokplace Technology Training

Modern workplace technologies represent a complete change in direction from what businesses are used to. Once these new technologies are introduced into your organisation, we will host focus group sessions with your staff showing them what’s possible and how best to adapt their current processes and workflows with the new technologies.

Strategic Roadmap

We will keep up to date a 12 month strategic technology roadmap for your organisation. The plan will contain projects that enable you to align with a defined set of best practices and focuses on technical alignment and business goals.

Budgeting

A budget is as equal in importance to recommendations and a strategic roadmap. Planning and allocating funds ahead of time prevents surprise expenditures. Broken down per month or quarter, granular budgets make planning for items more manageable and advanced awareness of projects and their costs puts will put you more at ease.

Managed IT Services - Tech Success
Managed IT Services
Technology Success Security Icon - Managed IT Services

Proactive Managed IT Services

True Preventative Maintenance

We have developed comprehensive checklists that we run through to keep all components of your network in excellent order. Our Network Monitoring System sends us alerts when any key variable on your network reaches a warning or critical state, so we can act upon the alert before you even know there’s a problem.

Network Monitoring

Network Monitoring is critical for the delivery of management services that keep your IT infrastructure up and running. Our system-monitoring program allows us to detect and respond to any critical issues before they reach a crisis level, as well as encouraging us to become more proactive and create improved infrastructure planning decisions based on historical trending and detailed usage analysis

Technical Documentation

We will keep up to date comprehensive technical documentation of your network to simplify and speed up future troubleshooting of any technical issues. We will also compile and send you a monthly top-level report which summarises key network indicators over the month. This will highlight any concerns which may come up from time to time.

Software License Management

We will administer and maintain the currency of software licenses and subscriptions for your IT Assets and users. Our comprehensive license management will ensure that you will maintain license compliance.

Whenever new licenses or subscriptions are purchased, installed or upgraded, we will maintain and keep up to date this information as part of our Asset Management processes.

IT Asset Management

Discovering and managing IT assets is a tough job especially when it comes to keeping track of IT inventory. Our Managed IT Services makes Asset Management incredibly easy and simple through automated systems records changes made on your IT Assets in real-time and deliver reports that we work through with you.

When a new IT device is installed it will be issued with a unique Asset ID and all appropriate details such as the device name, serial number and any warranty details together with renewal or expiration dates will be recorded and tracked.

Technical work performed or related to any IT device will be logged against the Asset ID. When any warranty or license needs to be renewed a notification email will be sent at least one month prior so we can discuss options going forward.

With all your IT Asset information being recorded and tracked, we can provide high-level management reports such as providing a list of all your computer’s hardware specifications

Reporting

The reporting tool as part of our Network Monitoring system allows us to gain insight into your IT infrastructure. Strategic operations are maintained through utilization, network assessment, capacity and event reporting. Providing "on-demand" reports also simplifies the process of troubleshooting issues and we can quickly demonstrate the need for more resources with capacity reports, or highlight strategic improvements using our network assessment reports.

These reports cover such key areas as device inventory, pricing, antivirus protection, backup integrity, user audits, hardware and software check-ups, and more. That’s data we can immediately use to improve your IT environment.

Patch Management

It all boils down to our Managed IT Services being proactive instead of reactive. Proactive management anticipates problems in advance and develops policies to deal with them; reactive management adds layer upon layer of hastily thought up solutions patched together using bits of string and glue. It’s easy to see which approach will unravel in the event of a crisis.

Automation & Self-Healing

By automating checks and alerts, automatically approving critical patches, and taking care of routine tasks like system restarts and cleaning out temp files, the system manages most behind the scenes potential issues on autopilot. Tech Patrol will also set up automatic fixes for problem scenarios such as an application failing. This allows us to fix problems quickly, often before your staff would even know about them.

Technology Success End User Computing Icon - Managed IT Services

Network Administration

Maintaining & securing your infrastructure proactively 

Our team of IT experts will fully manage your organisation's network and keep your IT Systems operational constantly monitoring functions and operations within your network.

We are essentially responsible for installing, maintaining and upgrading any software or hardware required to efficiently run your Servers and computers.

Infrastructure Management

We will provide a proactive fault, performance, and availability management service for your LAN and WAN. Essentially this encompasses devices such as your network switches, routers, Wireless Access Points and UPS’s etc.

A network audit will be performed during the transition stage and the results documented and used to form the baseline for future measurement purposes.

The results of the network audit may also identify a requirement to redesign aspects of the network and its components which we will advise accordingly.

Network Security

Securing an organisation’s data and systems is a continually evolving process. We take a holistic approach to security and assess your entire technology stack to ensure it complies with the Australian Cyber Security Centre (ACSC) standards.

We will assist with adopting appropriate technical and organizational measures in order to ensure the confidentiality, integrity, security and availability of your organization's IT assets, information, data and IT services.

By integrating the leading best of breed security products with our highly trained technical team, we keep your network safe and secure and will maintain authorised access control and integrity of your network. All security change requests will only be actioned when provided in writing from authorised personnel only. All changes made will be logged and tracked as part of our IT governance policy.

Server Administration

We have developed a comprehensive checklist for server maintenance which is performed each month. This includes investigating error logs, which ensures your server remains free from corruption & unlikely to create disruptions to your business operations. We also conduct weekly disk defragmentation, perform system optimisation and ensure that the antivirus software is being updated regularly and that a weekly Malware scan is conducted.

Server Maintenance also includes the monthly patching of only prequalified Operating System and Security patches as well as Server restarts.  Furthermore our Server monitoring system performs self-healing on any failed critical services. This means that the system will automatically attempt 3 times to restart any failed services whereby providing rapid rectification of common issues. Any triggered self-healing attempts sends an alert to our NOC team for further investigation.

Workstations / Laptops

Technical support provides diagnosing and resolving problems including supporting customer specific applications and user orientation. Hardware maintenance services ensures that any faulty hardware is repaired at minimum inconvenience to the user and we will provide a temporary loan device where necessary.

As part of managing your fleet of computers and laptops, we track all hardware details such as Hard Disk size, free disk space, RAM size and CPU type to name a few as well as Software applications installed. We keep a 3-month history of this data and can provide comprehensive reports which will highlight any trends to be aware of.

Cloud Services Administration

As your Managed IT Services provider, we will manage and support all aspects of your Microsoft Azure and Office 365 backend tenancy and users.

This includes your hosted email services (Online Exchange), distribution groups, contact aliases, and public folders. Also included is the recovery of any deleted items and the tracking of mail flows if the email is not being received.

If you have subscribed to Microsoft’s Advanced Threat Protection (ATP) and Cloud App Security Services, we will also include the management of your cloud security policies and provide reports on security and access, as well as Data Loss Prevention alerts.

We also provide support with all the core Office 365 Desktop Apps such as Outlook, OneDrive Word, Excel, PowerPoint, OneNote, SharePoint, Planner and Teams as well as any desktop agents used for syncing data.

Backup & Disaster Recovery

To ensure your systems and data are easily recoverable in the case of an emergency we investigate the success of your Server backup and disaster recovery jobs on a daily basis to ensure they were indeed successful and complete.

As part of the monthly Maintenance checks, we will also review the content of your backup routines ensuring all critical directories and folders are included in the regular backup routine. Unlimited troubleshooting of issues with your backup and disaster recovery solution is included in the monthly cost. If a scheduled backup job did not run successfully, we will intervene by fixing the cause and will manually re-run the failed backup job, therefore, minimizing any gaps in your backup sets.

We will also conduct backup validations from your backup media to ensure that your data is fully retrievable in the case of a crash or unforeseen event.

Furthermore, on an annual basis, we will conduct a Disaster Recovery simulation test by executing the operation we would perform in the event of a full disaster. This involves bringing your latest external backups to our office and using our standby Server hardware to restore your server(s) to full operation. By demonstrating that this procedure can be performed we aim to provide peace of mind to our customers. The process is fully documented and timed with a comprehensive report being kept up to date for your records.

Managed IT Services
Managed IT Services
Technology Success Professional Services Icon - Managed IT Services

Customer Support Team

Supporting your business 24/7

Our exceptional IT Support team takes every measure to go above and beyond and will take that extra step to make you feel that we understand what you are going through.

Superior Response Times

When you subscribe to our Technology success program you will be experiencing one of the best Response Time SLAs in the industry. You can be reassured that if a critical technical problem strikes, a technical support engineer is immediately available when you need us most. We will support all devices at any location when used for business purposes by staff covered under the agreement.

Extended Operational Hours

We realise that most organisations have staff starting early or working back late. Our technical services team provides support from 7:30 am until 6:30 pm Monday till Friday. We also have a rostered-on team member who will be available to provide support for any critical issues after hours and over the weekends (See section on After Hours Support).

After Hours Support

Tech Success’s After-Hours Support ensures that your users receive prompt technical assistance for any critical issues after hours.

Please note that After Hours Support is only intended for critical issues affecting all users such as an entire site outage or Server not responding.

Response Times

 

Definition

Response Time

1. Critical issues

Technical issues stopping workflow for all staff and no work-around is available

Remote Support
within 30 minutes

Onsite Support
within 2 hours

2. Serious issues

Technical issues seriously impacting business operations or workflow of critical individuals have ceased

Remote Support
within 1 hour

Onsite Support
within 4 hours

3. Minor issues

Minimal Impact on Business Operations i.e. One or several users have non-critical issues

Remote Support
within 1 business day

Onsite Support
within 2 business days

Liaison with other Providers

Tech Success saves you the time and frustration of liaising between your technology providers. We will manage all contact with your vendor or 3rd party providers and get the required assistance for the resolution of any issue, or to make changes to your current settings.

On Boarding Process

  • Free Strategy Session

    Meeting with our vCIO  discussing your business challenges, available technologies and brainstorming ideas.

  • Discovery

    Complete a Fact Finder survey.
    For more complex needs, a Discovery Workshop will help unravel your requirements.
    Depending on the services you require, we may also undertake an assessment of your current IT environment.

  • Design

    We create a transition plan from your current configuration to your new service. We will provide any practical variation options and options for further developing and improving your technology in future.

  • Accept

    Yay, you’ve decided to use Tech Success. Accept online to start your subscription.

  • Transition-In

    Our Service Transition team ensures little-to-no interruptions to your organisation’s workflow while you are getting started with new Tech Success services.

  • Operational

    You’ll be given a service active date. You and your staff will receive the full benefits of Tech Success services from this date, including a single monthly bill.

Frequently Asked Questions

How does the IT Managed Services Program work?

Tech Patrol services come together in a single subscription called Technology Success. 

Tech Success is designed as a full service of care covering unlimited IT Support, 24/7 proactive IT monitoring, systems management, and IT strategy.

These services are included in a single subscription, billed monthly.

Is there a long term contract?

No, our Tech Success Program is a rolling monthly contract, with a 3 month notice period, but no long fixed term.  You can cancel anytime with the contract ending after the notice period.  The only exception are services where an upstream service provider imposes their own fixed term, for example an internet connection.

What happens if I want to leave?

You are free to cancel your Tech Success subscription at any time with 3 months of notice. 

Note, some services can have a fixed end date where an upstream service provider imposes their own fixed term, for example internet connections.

Who can access my data?

The security surrounding your technology systems ensures that only authorised and assigned TechPatrol staff can access your data. Similarly, we will ensure that only authorised staff from your business can access your confidential records and information. TechPatrol is compliant with the Privacy Act 1988 (Cth) & the Australian Privacy Principles.

Are the services based in Australia?

Yes, we have both staff and data centres located in Sydney, Brisbane and Melbourne. Our head office is in Sydney. Data stored in the TechPatrol Cloud network never leaves Australia unless required and expressly authorised by you.

Are we supported when working from home?

Our Service Desk supports your people which includes support for all devices listed in the program at any location including at home when used for business purposes by a staff member.

Will there be any downtime?

When you first sign up to our Tech Success program, our team will work with you and will schedule any downtime if required. If any downtime is required, it can often be arranged outside of business hours to minimise disruption to your operations.

What hours do you operate?

Our Service Desk operates from 7.30am to 6:30pm every business day of the year. Our after hours engineers are available for urgent requests 24x7 when required.

Simple upfront pricing

Partner Minded

When you become part of our client ecosystem, you not only get our Modern Workplace approach but you also benefit from our catalogue of best-of-breed Vendors, curated along with our business alignment approach to help you grow your business.

As industry experts, we will guide you in attaining hardware and software that’s right for your business targets – not just the "latest hype".

We help you build a business that grows with technology, not one that stays waiting and incurs higher costs at a later stage. Tech Success empowers you to seize every opportunity.

Talk to an expert

We'd love the opportunity to sit with you and discuss technology and your business

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