Global Operations Center – We do “IT” right
The Global Operations Center (GOC) is a centralized, external IT Operations Center operated by CloudSource IT, which offers fully managed IT services in form of a Single Point of Contact Service Desk to small and medium sized companies (SMB’s).
Our services grant SMB’s of any industry full access to a complete IT Department for no fixed monthly costs to our customers. Our service model is based on a pay-as-you-go system where our customers pay a fixed price for each service ticket that we work on. It has never been easier or cheaper to enable a full service IT Department for your business.
As a fully managed service center, we don’t only offer technical support to solve incidents, but also bring our expert’s knowledge to our customers, helping them to operate their own businesses more efficiently.
Integrating our services into your business is as easy as to sign up and install our help desk agent software on your devices. As soon as our software is installed, your employees will be able to make use of our services instantly.
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Who we are
CloudSource IT is a Full-Service IT firm with a multi-disciplined team that can handle every aspect of business IT. The two sides of our business are Professional Services and Managed Services.
We are a trusted partner for growing, mid-sized, and enterprise organizations to enable them to achieve their business goals to scale up operations, reduce risk, and get a consistent level of service.
Our Mission
We guarantee to do IT right for businesses. Whether it is managing a company’s entire IT footprint and operations, leading a project, or conducting an assessment – we bring best practices at every level of service.
Our mission is to help organizations solve their most challenging IT problems through expert analysis, technology solution implementation, and experienced professionals.
Our Values
We have a set of core values that governs how we work and who we work with.
- Always be focused on the Client.
- Do the Right Thing at the Right Time.
- Go the Extra Mile without being asked to do so.
This is what it means to be CloudSource.
We like to take an active role in community and charity initiatives.
What you need to know – FAQ
We have put together a list of the most frequently asked questions about our services and approach to technology solutions.
No, only the base price is a fixed monthly charge. Tickets will be invoiced as per real number of tickets raised in any month. The estimation of tickets per month only serves to get you an idea of the approximate monthly costs of your IT operations in the case that tickets are being worked on. In short, if your company does not require any tech support in a month, then you will only be charged the base price, if any. Get your instant quote now.
Our First level support is the first point of contact in the event of IT malfunctions or user problems in the hardware and software area. Our claim as an IT outsourcing provider is the fastest possible restoration of the flawless operating condition of your infrastructure. Incoming faults are recorded and documented by telephone, email or ITSM, followed by a classification based on the priority of the fault. With our trained and experienced IT experts, we offer a comprehensive first level support with an average first-call solution rate of over 70%.
When reaching out to our Helpdesk either by phone, email or self-service catalog, a new service ticket (incident or service request) will be created. Within this ticket all available details are documented and the customer who reported the issue receives an email notification with a unique ticket number and a summary of the requested service. A level 1 support agent will then immediately be assigned to work on the ticket. In case the ticket was opened by phone, the agent will try to offer a solution during the same phone call. Once the ticket has been worked on and the issue was resolved, the customer will receive another email notification informing them of the solution and closure of the ticket.
In the event that the agent is unable to resolve the issue due to its complexity, they will assign it to the level 2 support queue for further trouble shooting through an expert IT engineer. The customer will be updated through email notifications throughout the entire process and all performed work is documented within the ticket as well. The customer may also follow up on the ticket status by logging in to our ITSM software, which is available online.
During the entire ticket process our service engineers adhere to strict SLA’s as per our service agreement.
Following the ITIL standards, there are 3 support levels:
First level Support
The first level support agent is the one who takes the initial call, raises the ticket on behalf of the customer and offers initial troubleshooting. This is where about 70% of the incidents are resolved immediately. Our first level support technicians are usually IT allrounders that cover many areas on a medium technical level. However, in some cases the issue might be so complex that it requires in-depth technical analyses by an expert in a specific area (second level support), so the first level agent escalates the ticket to the second level.
Second level Support
The second level support consists of an expert IT engineer in the specific IT technology affected by the reported incident. A level 2 support engineer is capable of conducting in-depth technical analyses and troubleshooting with the goal to permanently fix the issue. At CloudSource IT, the second level support is either your in-house IT personnel or our IT experts, depending on your specific needs and preferences.
Third level Support
The last level of support is provided by the vendor or manufacturer of the defective device or software and is only involved in case of a faulty product that needs vendor side fixes. Our level 2 support engineers will escalate your incident to the vendor and work together with them on getting the issue fixed. Once this has completed, the ticket will be updated with the provided solution and the customer will be informed of the fix.
Hardware and on-premise interventions are not included out of the box in our managed service plans and there are different ways to handle this type of interventions. Your employees may raise a service request or incident to our helpdesk, which will then be processed according to the specific agreement with your company. In cases where our customers have a technician on premise, our helpdesk will work with them to get the ticket solved in a timely manner. In cases where there is no on premise technician available, we will order one of our service partners to visit your site and perform the needed tasks after we have received your approval of the cost. Hardware replacements and On Premise interventions are not included in the service fees.
If your company does have warranty and/or hardware replacement agreements with the respective vendors, then we will be happy to work with them to get the job done.
If you are interested in a permanent on site technician to work for your business, then please contact our sales department for more information.
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