We provide our clients with a support service for the management of their applications enabling them to minimise business risk whilst achieving a predictable service and cost. We do this by being able to react to system issues, pro-actively tuning and monitoring, enhancing functionality and providing operational task support on a comprehensive basis.

Our services can be broken down in to a number of sub-services:

• Reactive – diagnostic fix, repair and release
• Proactive – tuning, optimising, log checking, system performance monitoring
• Operational Support – content management, system operations and day to day management
• Minor Enhancements – small contained development projects limited to a defined size and fulfilled from our support services team

Typically our support services team engages during the development and testing phases of a project to ensure a seamless transition into operation and support. Early involvement of the support services team also allows their operational expertise to positively influence infrastructure design and sizing and application design and build to make sure that the delivered system is performant, resilient and supportable.

Ixxus offer a range of different support options:

• Full Operational Support – we provide an all inclusive operational support service for the complete solution, all for a fixed annual price. This allows you the confidence of having a ‘one stop shop’ – knowing that whatever the problem, Ixxus will take responsibility for fixing it.
• Flexible Operational Support - We provide a flexible, scalable model so that if limited support is required, then there is a highly cost effective support service in place that can equally scale should demand require.
• Product Support – Ixxus provide first line commercial support for Alfresco, Lucene and Apache Solr, and MarkLogic, through our partnerships with our chosen technology partners.
• Monitoring - It is important to proactively monitor your system to ensure that the appropriate level of service is provided to the business. Ixxus can provide a comprehensive system monitoring service, based on open source technology that includes distributed monitoring, LDAP authentication, reporting, SMS alerts, and service desk integration.