SUPPORT SOL UTIONS

Support Solutions

about unumserv

ABOUT Unumserv
UnumServs headquarters can be found in Malta, in the heart of the Mediterranean. This location was strategically chosen due to the fact that it is close to Europe, the Middle East and North Africa. Since our inception we have always challenged the traditional business model which keeps us ahead of the market. Our clients as well as our employees have determined our strategy and direction from day one. We are dedicated to helping our customers keep up to date in todays fast-paced business world and aid in the resolution of any technological issues they may experience, 85% of which can be solved through remote assistance. We like to maintain a partnership of equals with our clients, which allows us to determine the most feasible and best-informed solutions. We make use of our experience, knowledge, best practice and tools which we apply to each customers unique requirements, thus offering a wide range of services. Our aim is to assist our customers find a cost effective and timely solution to any technological issues that they may face. This is done by making use of the very latest in technology and hand-picking our people to make sure that weve got the right person for the job. UnumServ stands head and shoulders above our competitors as a trusted partner, advising the management teams of our valued customers in matters regarding technology and business solutions. We work predominantly as an extension of your IT department, aiding in the development of business strategy and implementing methods to get the most cost-effective, efficient results, no matter the size of your company. We aim to understand your individual needs. No matter the issues you are facing, we aim to understand the root of the problem before determining a solution. With your assistance, we apply the right mix of people and technology to arrive at a tailor-made solution to your concerns. Our final results are achieved by providing the most flexible solutions on the market together with a blend of concepts and technology therefore creating propositions to increase efficiency while lowering costs. We will continue to assess efficiency and improvements on a regular basis so as to ensure that our clients budgets are always utilised in the most efficient manner possible.

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Remote/HelpDesk Support
Companies who service clients in various locations across the world need IT helpdesk throughout the year. Quite simply, 24x7 helpdesk support has become a essential part to running most companies efficiently. At the same time cost pressures have also increased for companies across the board which has threatened the provision of top quality on-going IT Support. Maintaining fulltime staff to deliver continuity has become ever more costly. In order to get the right balance businesses are being forced to take on new staff to help deal with support issues. Unumserv deliver a range of flexible 24x7 helpdesk support solutions, based on your companies needs. We offer regular, out of hours, part-time and also contingency support. Our 24x7 Helpdesk services provide an effective extension to your in-house IT team by offering extensive technical know-how and round-theclock support. We offer support-using voice, web, e-mail and chat based helpdesk services. Our services include all levels of IT support solutions. We utilize the most advanced and latest Helpdesk technologies ensuring reliability and quick problem resolution. Our ethos is understanding that each company has its own unique qualities; this is why at UnumServ we firmly believe it is essential to assign the right technical people with the correct characteristics to match your organisation, and provide appropriate training so as to ensure that the right person is truly an extension of your IT department in the manner laid out by yourselves.

Highlights
Up-to 80% of all problems solved remotly Reduction in overall operational costs Effective extension to your in-house IT team Flexible 24x7 helpdesk support Voice, E-mail and Chat-based Support Latest Helpdesk technologies

The Technology Behind it All

We believe in using flexible technology as a support for delivering our services. This is vital in moulding ourselves to your needs; you may require us to build a platform from scratch for you using our patented system, or you may wish to integrate your current platform with what we can offer. Our system incorporates tools that allow our agents to view each customers history with you, thus enabling them to deliver a tailormade service to each person, especially if the user is experiencing trouble using your site. We also have an implementation team who will be working closely with you so as to outline business goals, metrics, key performance indicators, as well as anything else you may require. Our reporting techniques are all webbased, therefore making monitoring of any aspect of our service more convenient for you. This real time data can also be included into your existing reporting infrastructure.

remote/helpdesk support

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email support
We provide a variety of communication channels in order to suit your customers needs on every level. Email is just one of the tools we make use of to reach your customers in a more efficient manner. Here at UnumServ we ensure that when communicating via email, our commitment to your company and our levels of customer service are maintained to the highest degree. In our email service we integrate a variety of other services such as technical support, customer care, after sales service, price quotes etc. We make sure that we respond to each customer through the channel that will yield the best result. Through our expertise, we know how to determine if a desired result can best be obtained via a personal phone call to the client, or simply a reply via email. No matter what the channel of communication may be, we are dead set on meeting your quality standards. With respect to emails, we will observe branding rules, work out set response times with yourselves, stick to escalation rules etc. We ensure that all emails are distributed to agents according to their area of specialty, dependant on expertise on client policy, products or order status. Should unprecedented email volumes occur, we will reschedule assignments and add specialised agents to our workflow thus ensuring that all mail is dealt with in a timely manner. Agents will be trained on all the email systems and procedures; together with this we will also implement quality assurance strategies and coaching as required so as to maintain consistent excellent service to you and your customer. We are prepared to use any emailing platform or system that works best for you. Furthermore, we can extract and deliver daily reports on any statistics specified by yourselves.

Chat support
UnumServs Live Chat Support Agents are specialised in their field and passionate about providing the best possible service to your clients. Better service inevitably results in more satisfied customers, leading to more sales and increased brand loyalty. Each Live Chat Support Agent is highly trained in taking multiple chats at once, therefore cutting costs and proving a better return on investment. Having a web-site alone is not enough to attend to all your customers difficulties; sometimes customers require a more personalised touch. Our Live Chat Support Agents are there so as to ensure a tailored, friendly approach to queries, making your brand stand out of the crowd by ensuring that customers feel valued, thus boosting customers confidence in products and services.

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email and chat support
Live Chat Usage Increase

67

21
2012 Increase 2011 Increase

2013 Increase

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Cloud Solutions
UnumServ have the right resources to ensure that moving your business to a cloud-based system is a hassle free procedure; be it private, public or hybrid whatever suits your organisations needs best we will find and implement the solution you need. UnumServ has the right intrinsic knowledge to build, migrate and install SaaS, PaaS, IaaS and STaaS applications to move your business to cloud. Through a thorough system evaluation we develop the right cloud system to meet your business requirements. Whatever your concerns are, be it cost, quantity of data, or purely an interest in what cloud, has to offer you and your business we are here to help.

Why is cloud the way forward?

Cloud reduces unnecessary IT infrastructure to a great extent Diminishes necessary investments and maintenance costs Allows real-time interaction with customers and users On-demand IT infrastructure Free up IT resources for improvement

Average downtime with traditional IT systems is 4 times longer then those witnessed with Cloud Computing.

In 2011, 73% of businesses suffered staff shortages as a result of weather conditions and/or illness, only 39% had the IT flexibility to overcome it.

Implementation and upgrade costs are more expensive with traditional IT systems when compared with Cloud Computing.

63% of business owners switched to the Cloud because of scalability. Cloud services can grow or shrink instantly in accordance with your requirements.

74% of businesses found that with less hardware and maintenance costs their overall IT expenditure was reduced by over 30%.

Cloud Computing Services

Software as a Service (SaaS) Infrastructure as a Service (IaaS) Platforms as a Service (PaaS) Storage as a Service (STaaS) Cloud adoption assessment Planning & designing cloud services Delivering & Managing Cloud Services Virtualization Utility computing

CLOUD SOLUTIONS

UnumServ can guarantee an outsourced support option that is robust, scalable, and most importantly, flexible to a variety of industries on an international scale. We can provide remote support by way of the internet to your customers and users in an efficient manner, ensuring instant trouble-shooting.

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Server and storage Management

Inadequate management of servers and other storage often leads to the interruption of business continuity, which in some cases may result in project deadlines not being met, or even project failure. More often than not, in-house IT teams tend to be understaffed, which may affect process adherence for server and storage management services. Having an expert Server Management Provider is imperative to ensure that a problem is solved quickly, this then translated in an increase in the al around efficiency of your team.

Server Management Systems

We offer high quality, flexible server management systems and support services at cost efficient rates. Our highly trained and qualified system administrators are able to take over the responsibility of managing, monitoring and securing servers, providing services such as: Server management solutions Linux and Windows server management Setup and configuration of servers Security management and audits Performance monitoring & fine tuning of servers in real time Advice and support on data migration activities 24/7 troubleshooting facilities Remote server management Server performance tuning and utilisation Server uptime monitoring First level diagnostic support

Highlights
Enable enhanced growth and profitability Minimise downtime Help you maintain business continuity Provide 24/7 support Provide complete assistance for disaster recovery and replication consulting

Backup and Storage Management Services

Data security and scalability is vital to your organisation, therefore we provide a comprehensive suite of storage management services, including the design and implementation of SAN/NAS/DAS/ Backup solutions.

Server and storage Management

Backup and storage management and monitoring services Capacity planning Storage administration and security Storage consolidation Disaster recovery and replication consulting

UnumServ already provides efficient, scalable outsourcing on a variety of industries across the globe, providing remote helpdesk support by way of the internet to your users as well as your customers, guaranteeing timely problem resolution.

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outsourcing Solutions
24/7 outsourcing solutions has become a must for international companies who have customers all around the world. This requires having IT support available around the clock, which can be quite costly. So as to find a balance between the needs of the customer and reducing costs, companies must deploy help desk service agents in a strategic manner, adjusting manpower according to peak times and low times. UnumServ can deliver a variety of round the clock outsourcing support solutions, tailor made to suit your companys needs, 24 hours a day 7 days a week. UnumServs solutions include full-time, part-time, out of hours and contingency technical support and also customer care using a variety of different media such as email, phone, chat or web-based support solutions. UnumServ already provide bespoke, robust and scalable solutions to a number of varied companies across Europe, North Africa, US and Middle East.

Highlights of our 24/7 Outsourcing Solution

Single point of contact 50% reduction in overall IT operational costs High quality solutions delivered in accordance with ISO 9001:2000 and ITIL best practices Flexible 247 outsourcing support that is client appropriate - full-time or part-time

The greatest benefit of outsourcing is scalability, making running costs extremely flexible, a useful advantage in the uncertain modern economy.

Outsourcing also helps increase business focus, allowing employees and management to focus on core business activities.

The main reason companies outsource is to save money. By outsourcing specific tasks you save on both operational and recruitment costs.

Outsourcing companies also help reduce risk when expanding your business or taking on new projects. This leads to a more relaxed and productive workforce.

Since outsourcing uses a company that specialises in a certain area, tasks get done quicker and often more efficiently.

Outsourcing Solutions
Voice, e-mail and chat-based support Online live support Website navigational assistance Tracking and reporting systems Enterprise IT infrastructure support Software configuration and installation assistance Remote assistance Server administration LAN & server support

outsourcing solutions

UnumServ can guarantee an outsourced support option that is robust, scalable, and most importantly, flexible to a variety of industries on an international scale.

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Server and Desktop Virtualisation

The most common answer to alleviate costs, be as efficient as possible and rationalise the IT environment nowadays is to make use of virtual infrastructures. This business strategy quickly provides tangible value for organisations within any industry. Migrating to virtual will provide your company with increased agility, scalability and diversity, making the technologies you use a vital asset by improving efficiency and availability of resources and applications in constant use. We offer solutions in the areas of server and data centre virtualisation, storage, application and desktop virtualisation and virtualisation networking.

Why should you move to virtual?

Too much time is spent on the setting up of software You are planning to install new servers and/or applications but are constrained on budget and/or space You are expecting an increase in service levels and availability expectation without a comparable budget Server maintenance downtime has become a disruption to service and a drain on resource costs Server backups are a difficult and time-consuming problem Desktop hardware and software provisioning, upgrading and management has become expensive and time consuming and it is challenging and expensive to support desktop users in remote offices You have remote workers requiring secure access to a corporate network Data, application security and availability is a significant concern Environmental responsibility is part of your business objective

Moving to virtual solves the above challenges by:

Improving data centre costs whilst increasing availability and levels of service Reducing the cost and intricacy of disaster recovery and business continuity Freeing up existing IT staffs time by automating tasks and increasing their admin to server ratio, thus allowing them to take on more duties Securing PCs, workstations and laptops without compromising the end user experience Solving application conflict issues through the deployment of application virtualization Providing flexibility while supporting compliance with corporate policies Allowing end users to have access to their familiar personalised desktops and running the same applications, eliminating the need for user retraining.

server and desktop virtualisation

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CONTACT INFO
Level 8, The Plaza Commerical Centre, Bisazza Street, Sliema, Malta tel. +356 272 272 88 fax. +356 213 316 96 email: info@unumserv.com www.unumserv.com

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SUPPORT SOL UTIONS