Premium Support+

24/7 monitoring, support and incident management assistance

A watchful eye and a helping hand

Support often comes in the shape of help when you ask for it. But many organisations we speak to prefer a little bit extra. Premium Support+ ensures you get 24/7 remote monitoring and support for your chosen estate. Our experts act as virtual members of your team, and will contact you if any issues arise. We then help you fix them, providing break/fix fault co-ordination and resolution. This means your team has more time to focus on your users.

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24/7 monitoring

24/7 monitoring

Our monitoring platform enables us to provide secure, remote monitoring and support. It incorporates multiple, 24/7 Network Operations Centres and the following main elements: A remote hub collecting information from your relevant servers, a primary hub collating events, alerts and statistics, and a secondary hub providing failover resilience. Plus a self-service portal gives you visibility of everything in near real-time.

Incident management assistance

Incident management assistance

In the event of incidents that affect operation, we’ll help investigate. For critical incidents, we help you do what’s needed to restore operation or prevent an outage. We’ll talk to vendors, for log analysis or extra help, then let you know recommended actions. We also provide fault coordination for break/fix events, dealing with the alert and with the break/fix provider on your behalf.

Focused on business needs

Focused on business needs

We manage your chosen estate in line with ITIL (The Information Technology Infrastructure Library), a set of practices for IT service management focused on aligning IT services with business needs. These include incident, problem & change management, as well as service reporting, health checks & release management, and more.

Want even more support?

Want even more support?

If you're interested in our fully-managed option, explore Service Management under 'related services' below. We'll take care of every aspect of your chosen estate, from incident resolution to problem and change management. Not only does this mean you get the very best from your technology, it also gives your own team the most amount of time back. Time they can spend on innovation projects and your end users.

Benefits

Available

Available

The support you need, 24 hrs a day, 365 days a year

Cost-effective

Cost-effective

A monthly subscription, not high in-house costs

'Fix first' policy

'Fix first' policy

When things go wrong, we do all we can to help

Peak performance

Peak performance

Let our experts help you get the best from your service

Free your IT team

Free your IT team

We'll focus on maintenance. You focus on your users

Flexible

Flexible

Configure your own alerts, features and service levels

What our customers had to say

We need support, that’s quite clear, because we cannot have all the expertise in-house. But we found that direct contacts with the supplier were slow, whereas now we can always depend on a fast response from Proact. In terms of everyday support - we see that Proact puts a lot of time and energy into solving our problems.

Wouter Van der Baan, IT Manager, AutoBinck

We are pleased to have Proact as a partner. We deal with people we know, and things always go well when we contact them for support.

Mikael Karlsson, Systems Engineer, SCAN COIN

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Success stories

GemCC

Organisational growth meant data growth at GemCC, so the municipal institution came to trusted advisor Proact for a solution

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AutoBinck

The storage environment at AutoBinck was what it was until Proact came along to transform its storage operations

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Holland Colours

To ensure business continuity across all parts of the world, Holland Colours sought an IT partner for complete support of its infrastructure

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