Support

Once an application has been developed and implemented, it is essential that it is then maintained to ensure stability and where necessary, enhanced to support the evolving needs of your business.

ICS Solutions Managed Support Contract provides you with support for Microsoft-based solutions, ensuring that your in-house support teams have access to specialised expertise when they are unable to resolve solution application issues themselves.

Through a combination of personalised, dedicated consulting services and fast, reactive support, our technical experts work closely with your in-house or third party help and support desks throughout the project lifecycle to help avoid problems before they impact your business. In the event of a problem, we provide the highest levels of technical skills from resident Microsoft certified experts who know your business and applications inside out. Our Managed Support service delivers assistance to your IT teams on an 'as needed' basis, with ICS Solutions as 2nd or 3rd line support for the relevant application.

We currently provide annual Managed Support services to many well-known organisations, including Openwork (Zurich), Coffee Nation, Virgin Vie, Buckinghamshire NHS Trust, Leasedrive, VELO and Edexcel (Pearson Global Publishing), as well as a leading DIY organisation and a major retail pub chain.

Since most solutions have a need for long-term maintenance, our support services consist of three components, all of which can be delivered independently:

Management Services: Program management, auditing, testing, communications, hosting and off-shore outsourcing operations setup and operation.
Application Maintenance: For business applications ranging from enterprise critical systems through to subsidiary department applications.
Platform Services: A complex network infrastructure for developing and testing systems based on advanced technologies (e.g. distributed server farms with a high availability and load sharing infrastructure).

Our approach to application maintenance and support is based on stringent Service Level Agreements (SLAs) derived from the needs of our customers and their own commitments to their employees, partners and end-clients.