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Technical Support Services |
UKN Group solutions and technology are complemented by a number of viable support options, designed around the needs of your business and the importance of the systems they protect.
The UKN Service Centre and Network Operation Center, together form the hub for all support services and will be single point of contact for all enquiries and incidents where we do not provide an on-site presence.
UKN Service Centre
A distributed service desk, staffed by an experienced team of analysts and support specialists. As the single point of contact for all client support requests, the Service Centre is able to deliver comprehensive assistance to users, as well as in-depth diagnostics and administration for back-end infrastructures.
UKN Network Operations Centre
Provides high level support for local and remote systems and ensures maximum possible service availability and performance for all of our clients' systems. The Network Operations Centre monitors, investigates and resolve all events on client managed infrastructure.
We offer our clients a choice of 5 core technology support services:
Fully Managed |
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Complete or de-marked infrastructure and desktop management defined in a comprehensive service catalogue with supporting Service and Operational Level Agreements. Clients are assigned a Service Delivery Manager to ensure close co-ordination of the service with their business requirements and ongoing service improvement. Ideal for organisations looking for an experienced partner to deliver their IT. |
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Administration |
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Provided by ukngroup |
Owned by the client |
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Utility |
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For fully hosted solutions with assets, management and support provided to end-users within a fixed per-user, per-month pricing plan. Allows an organisation to make decisions about having specific technologies delivered to them as a utility. |
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Administration |
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Typical SLAs |
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Provided by ukngroup |
Owned by ukngroup |
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Safeguard Plus |
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Extended support package, designed around ukngroup implemented solutions, in place to assist your existing IT service desk. When new specialist solutions are implemented it is important to have peace of mind that should a problem occur, investments in critical systems are sufficiently supported. With full 24x7 monitoring and diagnostics, you can be assured of efficient help as and when it is needed. |
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Administration |
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Typical SLAs |
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Managed by the client |
Owned by the client |
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Safeguard |
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Centralised hardware warranty support that gives you added assurance and a single point of contact for handling any equipment issues that may arise. Can be extended to cover hardware that has fallen outside of normal vendor support. Support package can be tailored to include pre-defined response and fix times for critical hardware. |
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Administration |
Assets |
Typical SLAs |
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Managed by the client |
Owned by the client |
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Lifeline |
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Basic level support providing "best-endeavour" assistance and cover. Most applicable where in-house expertise may be limited by time or experience and designed to bring you the benefit of our broad experience across corporate IT. |
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Administration |
Assets |
Typical SLAs |
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Managed by the client |
Owned by the client |
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