Problem / Challenge
In over a decade, the client has grown to become a recognized IT solutions specialist and managed services partner for midsize to large Belgium companies. They create safe and productive work environments for their customers. they experienced heightened demand for their services during the pandemic. The volume of equipment they were monitoring on a day to day basis continuously increased and they were having difficulty coping, especially during off-hours.
Eastvantage did a close analysis of the client’s needs, and offered Managed Cloud Support Services. A team of two Cloud Support Engineers who are experts on cloud and infrastructure management provides support outside Belgium’s office hours to ensure IT infrastructure devices of the client’s customers are always up and active.
The cloud support team is available from 4 a.m. to 1 p.m. Belgium time and perform the following tasks:
- Execute regular maintenance (backup and updates).
- Ensure that any inactive device/service is restored before start of Belgium business hours by taking the necessary action themselves if they are authorized to do so. Otherwise, they escalate the downtime to the respective points of contact (POCs).
The team uses the following tools in the performance of their duties:
- Azure and Microsoft 365 – cloud technologies
- 4me – IT service management
- Veeam, Barracuda, and Azure – backup technologies
- Datto and PRTG – remote monitoring and management
Eastvantage established key performance metrics as a means to see to the achievement of the client’s business goals. The team is involved in project discussions and provide insights on best applicable practices to improve operations.
The Eastvantage team is able to maintain the following KPIs for 20 Clients, 321 Servers, and 932 Network devices as follows:
- Network uptime – 99.9%
- Server uptime – 99.9%
- Server backup success rate – 95%
- Alert/Events resolution rate – 100%
By leveraging on Eastvantage technology expertise, the client is able to help their customers’ IT infrastructure be an instrument to achieve business success. And, by doing so, they are able to accelerate their own business growth. Since they partnered with Eastvantage:
- their sales increased by 31%; and
- their customer satisfaction increased by 10%.
The partnership is expected to grow as the client’s business grows further.