Managed Services Brochure

• 20 field engineers
certified in VMWare,
IBM, Lenovo, Cisco,
Red Hat, and
Microsoft
technologies
Retainer fee for standard contract covers:
• Single point of contact
• Service level agreement
• Vendor and procurement management
• Daily review of servers notifications
• On boarding / Off boarding (server side)
• Advisory services (up to 4 hours per month)
• 2 server checks of 2 hours each per month
∞ 4-hour response time
Discounted intervention rate covers:
• Off-site and on-site interventions on all services
∞ ISO 9001:2008
certified
Solutions
Optional:
• Remote, active, pre-emptive systems monitoring
• Top up on retainers fee for gold service
level agreement
• Top up on retainers fee for extended hours or
• 24 X 7 stand-by and support.
Bundle of prepaid hours (silver or gold)
• Single point of contact
• Service level agreement
• Review of notifications on a daily basis
• On boarding / Off boarding (server side)
• 2 hours server checks per month
• Desktop, server and network support
• Database administration services
• Response times 8 working hours for silver
and 6 working hours for gold
Discounted intervention rate covers:
• Additional interventions charged at discounted
rates
Optional:
• Additional hours; extended hours support
• After office hours and 24 X 7 stand-by
and support
MANAGED SERVICES
Has your business grown
faster than your IT team?
PTL’s Managed Services package provides comprehensive IT
services and support to relieve you of burdensome technology
matters. That way, you are able to focus on serving your own
customers better and winning new ones.
Acting as a single point of contact, PTL’s team of experts is able to
provide a wide range of technology-related services to reinforce
your IT capabilities, fill technology gaps, and even collate the data
you need to submit business proposals.
The Managed Services portfolio includes:
IT & SECURITY EXPERTS
Nineteen Twenty Three, Valletta Road,
Marsa MRS 3000, Malta.
T. (+356) 2144 5566
E. [email protected]
www.ptl.com.mt
PTL is part of PTL International, a subsidiary of Hili Ventures.
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Vendor management
Hardware support
IT security
Data base administration
Server services
Business continuity
and many more
PTL’s Managed Services package is tailored according to your
requirements, no matter the size of your business or the sector in
which you operate.
Our Services
Consultation
Backed by years of experience in several
industries, PTL delivers best practice and industry
standard procedures. We provide assistance in IT
security compliance, design and implementation
of IT infrastructure, project management, IT
strategic planning and budgeting and risk
management.
Single point of contact
PTL’s service desk will receive your call and
provide initial assistance. The call is escalated to
PTL’s specialists to provide remote support or
schedule a site visit.
Desktop support
PTL’s support includes; PC, laptop and tablet
installation, installation of local and network
printers, connecting devices (laptop, printer, etc.)
to client’s domain, operating system
configurations (Windows, Linux, iOS and Android),
configuration of shared drives and configuration
of VPN’s to allow users to connect to client’s
office, installation and configuration of desktop
backups, antivirus, spam and malware removal
and prevention, installation of standard packages
and third party software.
Vendor management
Procurement management
PTL collates information for requests of interest
and produces detailed, project-specific
documentation. PTL invites service providers to
submit their proposals to the client. PTL supports
clients to derive the best value from software
licensing investments.
Lockdown Windows and Linux Servers, routers
and firewalls. Application of group policies to
enforce password policies, screen savers and
incorrect password lockout.
Documentation
PTL provides network diagrams and
documentation including hardware and
software inventory, documentation of group
policies and maintenance plans.
Application support
Third party application support (as agreed
with the client’s software application vendor).
Network operations
centre tasks
Establishment of agent-based server and
network equipment daily reports. Remote
monitoring of server room environment.
Backups monitoring. Remote monitoring of
antivirus consoles.
Business continuity /
disaster recovery
Hardware support
Cleaning of PC’s, laptops and printers, hardware
inspection and repairs.
PTL coordinates services with other providers
including telecom carriers, hardware vendors and
office equipment suppliers.
Network and server
security lockdown
Database administration
Support on MS SQL, Oracle MySQL, DB2 and
Informix. PTL establishes maintenance plans
and optimization services..
Set-up and testing of business continuity and
IT recovery plans. PTL draws up procedures
and documentation in case of crisis
management.
Network infrastructure
Network design, cabling, CAT 5 and CAT 6
certifications, provision and installation of data
cabinets. Termination in CAT 6 patch panels and
outlets for both data and voice. Installation and
configuration of modems, firewalls, routers and
switches.
IT security
PTL provides network penetration surveys and
network vulnerability scanning.
Servers
Hardware installation including firmware
upgrades, configuration and maintenance.
Installation and maintenance on VMWare and
Hyper-V environments. Installation and
maintenance of operating systems such as
Microsoft, Linux and AIX. Support on active
directory. Setting up, maintenance, testing
and validation of backups. Daily, weekly,
monthly, and periodical server checks.
On boarding and
Off boarding of users
Active directory accounts creation, enabling
and disabling and deletion. E-mail accounts.
Format and installation of PC, laptop and
tablets and setting up of smartphones.
Creation and deletion of users using MS Office
365 and Azure.
Other services
Other Managed Services include preparation
of ISO and financial audits related to IT.
Single point
of contact