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 Qtec's professional services business unit offers services that cover all phases of the IT lifecycle - consulting, design, deployment and management. A high level overview of the process follows.
Consulting
The consulting phase is a discovery process and begins with some key questions including:
• What is your business plan as it applies to IT?
• How can we help your growth?
• What are you trying to accomplish that your existing infrastructure doesn’t allow?
The objective of the consulting phase to is to discover:
• What outcomes are required from the solution
• What challenges or potential exist
• What existing infrastructure can be incorporated or reused
• Timing
• Budget
• Vendor preferences
• Lifespan
Based on this discovery phase, project specifications are created.
Design
In the design phase, a solutions architect will design a solution to fit the required specifications and develop a scope of works. As required the solution is revised and fine-tuned in consultation with the customer. Once the customer approves the proposed solution, it is signed off and handed over to a project manager.
Once assigned, the project manager is responsible for ensuring the scope of works is successfully executed. The project manager sets a series of milestones and oversees the technical team. The project manager reports back to the customer on a regular basis communicating the status and progress of the deployment phase. The technical team works with the customer, the network services business unit where applicable and any other third parties. The deployment phase is completed once the solution has been delivered and signed off by the customer.
Management
Three distinct but closely knit offerings make up Qtec’s proactive technical support and management product suite. Together they make up a complete and comprehensive solution to the complex problem of supporting your organisation’s mission critical IT systems.
Qtec Cover - Facilities Management Agreement
Qtec Cover is our facilities management product. It is us taking care of it for you. “It” could be servers, desktops, mission critical applications or any type of supported equipment or software. A regular maintenance schedule is key to reducing support costs and downtime. For a fixed monthly fee, Qtec proactively and unobtrusively monitors and manages your IT infrastructure.
Response One - Service Level Agreement
Response One is our service level agreement (SLA) product. It is a promise from us to respond to your IT issues within a maximum contracted time frame. The level of response can be tailored to suit the requirements of your organisation. SLA’s are important to guarantee a maximum response time in writing i.e. the worst-case scenario, however our helpdesk statistics show that the bulk of customer support requests are responded to within one business hour - far outperforming most contracted SLA obligations.
Support Saver - Pre-Purchased Support Pack
Support Saver is our pre-purchased IT support product. It is essentially buying IT support time in bulk and saving. Rather than paying higher ad-hoc hourly rates including call out fees, travel time and other charges, customers can enjoy the cost savings while lowering administration overhead.
While we do recommend all three components - facilities management agreement, service level agreement and pre-purchased support pack for a comprehensive IT support strategy, some customers may opt to take up only one or two elements of the proactive support suite while choosing to rely on in-house expertise for the remainder.
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