Manage

This phase implements a stabilization plan and a recommended managed services solution.  The stabilization plan ensures all servers, desktops, and network components are installed with monitoring agents required for remote support while establishing internal communication processes and protocols.  An agreed upon service level (the Service Level Agreement or SLA) drives response time and serves as the quality of service performance metric.  SBT Partners will provide a Technical Account Manager (TAM) to serve as the client’s quality of service resource and as liaison between the managed service partners’ support center and the client.

Once implemented all calls for service will be made into the support center.  The center will have the means to proactively monitor, diagnose, and resolve a wide range of issues immediately or escalate those that it can’t to SBT Partners for onsite response within the SLA timeframe.  The client, along with SBT Partners, will have the ability, via an online portal, to review issue status and other critical service information.

SBT Partners provides a single point of contact for all invoicing and administrative issues as your managed services integrator.