Global Micro Solutions

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a bedrock for your business
As a small-to-medium sized business, there are some key things that you focus on --- gaining and retaining customers, improving your service or product offering so you eke an edge over the competition, and looking at new markets to drive growth, perhaps?

There may be other things on the list. But we’d hazard a guess that “fixing computer stuff” isn’t high on it. In fact, for most companies like yours, it’s often more cost effective and convenient to partner with an external expert that can take care of your entire technology infrastructure than employ someone yourself.

Introducing the support phase of GLOBAL MICRO’S lifecycle approach to managed IT services, the smartest way to keep technology up and running in your business.

the what
For every investment you make in the technology to drive your business, you need the peace of mind that comes with a partner you can rely on.

In the support phase of our lifecycle, we offer you a comprehensive service that ensures we’re never more than one point of contact away. You can choose from phone, email, remote or on-site support --- and we also offer a deep, rapid-response incident-tracking system that ensures we’re on top of any issue, immediately.

Professional Engagement

For the duration of your support engagement with GLOBAL MICRO, you will have a technical account manager who works directly with you. The TAM – an experienced industry professional – guides the entire process: from the initial planning session to develop the full-scale service delivery plan; to the management of incidents that require escalation to our technical or business management; to ongoing status updates against the metrics and scope of the service delivery plan.

Proactive Services

Server and desktop maintenance: we create a plan that helps prevent the most common issues on the desktop or in the server room, thereby reducing your overall technology risk and costs, as well as your need for reactive support
Pre-booked incidents: almost in ‘insurance’ plan, pre-booked incidents ensure that a professional engineer is on hand to assist end-users with day-to-day issues. This eliminates the need for an individual service call, and brings the cost of your support right down.

Technical Support

On-site support and remote dial-in: depending entirely on your preferences, your setup, or the incident itself and its business impact, our engineers can either come to your site to perform support services, or they can connect from our data centre directly to the computer or device in question.
Break-fix support: as part of the support contract, Global Micro will ensure upgrades or repairs to your hardware or infrastructure, and we’ll handle the installation of new equipment.

the how
Once you’ve settled on our deployment offering, there are several options available depending on the scope of your infrastructure and your specific roll-out needs. GLOBAL MICRO will partner with you to ensure the correct option is chosen for your business.

For these services, we have a concept of ‘support units’. Essentially the building blocks of any service delivery plan, we allocate a total pool of units to you at the beginning of each year. The number of units you’ll for an hour of support will depend on the size of your contract, the nature of the problem and the level of the person fixing it.

It’s quite easy to reduce the number of units required – and with it, the cost – by either pre-booking support incidents (a 10% reduction) or by joining our technology skills-development programme (a 50% reduction).

What happens if you run out? Nothing. You simply top them up as needed at the month-to-month rate (which is far lower than our out-of-contract support rates).

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