Case #1 (Small startup - 3-5 people with no IT knowledge)
SAAS Tech believes in a well-planned and process driven approach for implementation, monitoring and managing remote networks. We thoroughly investigate and meticulously plan every minute detail before final implementation and delivery for our customers. For small startups SAAS Tech takes into consideration the specific needs of the organization and their employees to design a cost effective and efficient IT infrastructure. To cater to IT needs of small customers we have custom developed specific user manuals for various applications and technologies to help their staff. Besides, we conduct online training and demos to allay IT usage fears and help them be comfortable with their day to day activities. Automated scripts are run to take daily, weekly and monthly backups incrementally and infrastructure optimization activities are carried out regularly.
Case #2 (medium to large startup - 5-40 people with some IT knowledge)
The fundamental approach of SAAS Tech for medium to large start ups remains same as the one for small start ups, but there will be greater focus on connectivity, security and business continuity aspects. For multi location scenarios clear cut designs are laid out in advance taking in consideration all the minute details. Sharing, access, VPN, communication, backup, redundancy, DR, policies, security, and compliance strategies are clearly documented and implemented.
Case #3
How can you take over IT infrastructure and support them?
SAAS Tech has built its business strategies using industry standard ITIL framework for service support and service delivery models. A thorough audit of the existing infrastructure is conducted to understand inventory, assets, technology, processes, and compliances specific to that IT infrastructure. Improvements and modifications to existing infrastructure are proposed for smooth, efficient and optimal IT operations. IT objectives and goals, support structure, migration strategies, and IT optimization policies are laid out in a detailed manner. More and more companies are realizing the importance of remote infrastructure management, which not only facilitates cut on budgetary requirements, but also provides a platform to standardize their policies across all systems, to result in greater operating efficiency and consistent standards.
Case #4
How can you provide supplemental IT support with existing IT staff? SAAS Tech works on escalation model for cases where we have to work with existing IT staff. SAAS Tech employs industry certified professionals in various domains for its operations. We offer wide scope of support services in IT segment including networks, systems, database, applications, voice etc. We offer L1/L2/L3 resources and services to our customers based on their requirements. We also provide customers an option of stationing one of our resources on-site or/and provide full fledged remote management through a 128 bit secure VPN connection. In case of supplementary services scope of services, escalation matrix, SLA and other coordination details are clearly defined before the service is operational.
Case #5
How can you support international locations?
SAAS Tech offers global helpdesk solutions operational 24x7 from its NOC located in India. Customers can now anytime enter into the web-based portal for logging in trouble tickets and checking the status of the tickets. Additionally tickets can also be created through e-mails, pager or phone calls (800 or any toll free numbers). Customers can look up knowledge base within service desk centre for known issues and quick resolution tips. SAAS tech also offers customized help desk services for its customers, where in engineers are extensively trained on specific customer IT processes and requirements. Customers often use a part of our help desk as their ‘Virtual IT Helpdesk’ often referred as IT helpdesk extension to help their employees with IT issues. We support both outsourced and extended helpdesk models.
Case #6
All of the above requires one hour on-site SLA as well as 24x7 helpdesk support. How are you going to support that?
SAAS Tech offers remote service desk support to facilitate real-time tracking of alerts and offers quick resolution. Trouble tickets are continuously tracked and resolved 24x7 by our experienced support staff. Customers can now add, edit or remove SLAs according to their requirements, besides they can track and validate their SLAs. SAAS tech through its service desk facility assures customers of systematic and timely resolution of their key business processes. SAAS tech can extend its branch office to one of the on-site locations or station one of the employees at customer location.
