Support & Managed Services

We offer:

Our services are available up to 24/7 and are delivered by certified engineers working to ITIL standards.

IMG_8901Alfresco and MarkLogic Support

Ixxus is a certified reseller and support partner for both Alfresco and Marklogic. The benefit of buying your Alfresco subscription or Marklogic licence through Ixxus is that you get the personalized knowledge of your application at the first-line level through us, while still having the vendor engineering support at the same price as bought directly from the vendor. In addition, because of our relationships with our partners, we have the ability to escalate matters quicker and more directly should the need arise.

Ixxus solutions support

We have three main support offerings;-

Each of these are briefly summarised below. Each Ixxus Support service includes Incident Management, Request Management and Problem Management processes, based around ITIL principles.

Further details of all of these services, including full Service Descriptions, can be obtained from your Ixxus Account Manager.

Solution Support

Focussing on the upkeep of your Ixxus-provided solution, Solution Support provides configurable technical support to ensure any issues occurring during the operation of your solution are resolved by a technical support team familiar with your solution and environment. Service Hours and Service Levels are chosen to suit your needs.

Systems Monitoring & Management

Building on the core Solution Support offering, Systems Monitoring & Management adds both reactive and proactive services to maintain your operational environment. By monitoring the key parameters of each component of your solution, any degradation of service from hardware, software or network is highlighted in real-time to our Support team who will act to resolve the incident and restore full service promptly – ideally before the impact has been felt by your users. Proactive management of file system, database and application components covers security patching, capacity and performance analysis, backups and disaster recovery.

Managed Service

Finally, for customers wishing to remove all of the burden of operating their solution, we offer the Managed Service. All aspects of the solution are managed by Ixxus, including hosting and the management of any third parties involved in your solution.

The right support for your needs

These options are summarised in the diagram below showing which components of the full solution environment are covered by which services. Each service is provided through the Service Desk offering a client web portal as well as telephone and email access to your Support team.

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For more information, please contact your Ixxus Account Manager or email support@ixxus.com


 WHAT PEOPLE ARE SAYING ABOUT IXXUS SUPPORT & MANAGED SERVICES:

“When it comes to both proactive and reactive support, Ixxus’ services have been exemplary. Any issues arising were solved quickly and with minimal interruption to services, and whenever we have required extra capacity bursts the process has been smooth.”
Carl Poulton, Head of IT & Technology, OFWAT

“Ixxus are helping us in that transitional stage and have been able to offer some great expertise in terms of change management and transformation projects.”
Russell Watts, Project Manager, Dorling Kindersley

“Ixxus were chosen for their expertise in Alfresco, their experience with content and document management, and their ability to work in partnership with our internal team.”
Tony Higgins, Associate Director, University of Westminster