October 10, 2017

Arrow Managed Support – Get a little help from your friends

 

By Chad Frazier
Senior Vice President
Business Development – Data Center/Cloud 
Arrow ECS

 

In our recent article, How to weave the perfect IT services tapestry, we unveiled Arrow’s eight Life Cycle Services. As discussed in the article, our experts can easily and effectively weave Arrow’s award-winning services into the life of your customers’ IT solutions.

So far, we have discussed our advisory services, implementation services, staffing services, maintenance services, education services and on-demand services. Now we are going to focus on the next wedge in our services wheel – Arrow’s managed support services that provide turnkey solutions for day-to-day operational needs.

Why Managed
Support Services?

In today’s fast-moving world, you may find that providing operational support for your infrastructure and/or end users places too many demands on your tech team and there simply isn’t enough staff to go around. If you ever encounter these types of problems, then you probably need to get a little help from your friend, Arrow.

Arrow’s managed support services are designed to handle day-to-day support requests as opposed to our on-demand services that take care of one-time, knowledge-intensive issues. Our SLA-driven offerings provide modular or turnkey solutions for daily activities that are not best served in-house, including:

  • Service desk
  • Remote monitoring and management
  • Toolsets (no service delivery)
  • On-site field services as supplemental
  • Logistics/warranty management

How Does It Work?

Arrow’s managed support services include comprehensive and fully managed services for desktop and data center elements, unified communications, voice and data technologies, contact center, service desk and network security. As a total solutions provider, Arrow can provide remote technical capabilities that can support on-premises or cloud-based data center environments, as well as desktop support services.

Our services are designed to complement your existing administrative teams or they can be positioned to augment and provide an efficient consumption model without adding complexities and additional in-house costs for support, migration, and lifecycle management of Office 365.

In addition, Arrow is a Certified Microsoft Gold Partner in communication, and we bring a wealth of technical expertise, proven management tools and flexible support offerings to augment your own technical talent, which in turn enables you to focus on driving your core business objectives and building your business.

Standard Services

Managed Support Services provide service desk support and handles calls, workflow methodologies and incident management for desktop and mobile device support and other service requests, including:

  • 24×7 Call Center: Incident call handling of telephone-based transactions
  • Incident Management: Manage work flow methodology via ArrowInsight (ServiceNow)
  • Level 1 ‒ Help Desk: Manage, coordinate and triage incidents to remediation as quickly as possible.
  • Level 2 ‒ NOC/Support Team: Provides second level technical support for incident management. Provides an interface for other activities such as change requests, service-level management and configuration management.

Proactive Monitoring Support

Arrow offers proactive monitoring and maintenance for Windows servers and the data center/network, as well as provide maintenance support and anti-virus and spyware updates.

Monthly Reporting

The service desk team will deliver reporting on a regularly scheduled basis that describes the different activities conducted to maintain the operational/optimal status of your customer’s network. The reports offer detailed insight into the patch and anti-virus security statuses, key application/resource availability, network performance and utilization metrics, end-user remote support sessions, as well as identifying potential future asset/network additions and network upgrades.

Weaving Together the Solution

Arrow wants to help you weave the perfect technical solutions for your customers. Recently, we’ve had great success with assisting businesses in the fields of telecommunications, insurance, transportation and publishing. Each had different needs and each solution was custom-designed specifically for them.

For example, the publishing company needed:

  • Level 1 support services for the production data centers around the globe.
  • Alarm monitoring with Level 1 knowledge-based triage
  • Skype for Business federation

The telecommunications company needed:

  • SPOC Level 1 and Level 2 support for call processing issues (SIP and ISUP)
  • Monitor and triage their network infrastructure
  • Tier 3 escalation to telecom company

So, as you can see, each company received custom-designed services that met their needs exactly. This is because Arrow can mix and match a beautiful tapestry of options for your customers, utilizing our best-in-class supplier partners and their exceptional products.

Contact Us

Arrow is proud to offer industry-leading managed support services that deliver the ultimate business value to your customers. So if your customers need a little help with their service desk, monitoring or maintenance services, just give us a call. We’re all the friends that you need and we’ll help you get by.

For more information, contact your Arrow representative.