Working to ITIL best practice, Adapt's dual site Service Operations Centre will monitor and manage your infrastructure, responding to alerts in line with your agreed Operational Procedure Guide to ensure that your infrastructure maintains optimal availability.
When incidents occur, our team is available to you 24/7, armed with the technical knowledge and expertise to diagnosis and resolve the most complex of technical issues. Adapt will also take ownership of the resolution path with your 3rd party vendors as required, managing their delivery within agreed Service Levels.
Adapt's proactive systems management includes patch management and capacity planning, keeping systems secure whilst thinking ahead to future requirements for system growth.
In accordance with your agreed SLAs, Adapt delivers Planned Maintenance Announcements advising customers of updates due to be performed to core services, ensuring that vital systems and network infrastructure components are maintained within support guidelines. We offer total transparency to our Managed Services customers via the Adapt Management Portal (aMP), showing real-time monitoring information, including system performance and utilisation statistics. The aMP allows our customers to raise incidents and change requests, extract reports and access all infrastructure documentation.
Your dedicated Service Account Manager ensures that services are maintained to highest possible standard, providing regular service reports and reviews. The Service Account Manager is an alternative escalation point when events require special treatment outside agreed service levels.
Where required, the Service Account Manager can call upon the allocated Technical Account Manager to present the latest services and technologies and assist in future business strategy and planning.