Mission Critical Support

An Ultima Managed Service

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Taking care of business

The world is a big place. As organisations evolve and become more complex, so does the technology that supports them. By selecting Mission Critical Support from       Ultima as part of our IRIS family of services, you can keep pace with change, safe in the knowledge that your infrastructure, applications and workloads -  whether
                                                                 they reside on-premise or in the cloud - are fully supported by certified specialists.



of companies

Outsource to reduce or control costs,
with 57% choosing to do so in order to
focus on business objectives - Deloitte


of organisations

Recognise they need to increase their
IT headcount in 2019, to keep pace with
development and growth - Spiceworks


of IT professionals

Plan to seek new employment in 2019,
with millennials most likely to leave
for greener pastures - Spiceworks

Key Benefits

asuip A Single Unified ITIL Platform
Integrated into ServiceNow, we embrace the standards of ITIL best practice within all of our Service Management practices
DA Deep Analytics
Give us insights into your IT infrastructure and workloads, allowing us to stay one step ahead of problems that could affect your estate
ysyw Your Service, Your Way
Access to three options; Essentials, Advanced and Ultimate, providing you with greater choice over what you want Ultima to manage


CPU Remote Monitoring & Management
Complete peace of mind for your critical
services and infrastructure, delivered from
our 24x7x365 ISO 27001 certified TSC


fs Flexible Support
Add and remove assets, and upgrade or
downgrade support, to keep pace with organic changes across your business


pdca Plan, Do, Check, Act
Backed by a CSIP programme, designed to improve efficiency and effectiveness, through incremental service development



Frequently Asked Questions

 Yes. While you can select a combination of tiers across your environment, you will need to select the same tier within each technology group (e.g. SQL databases, Citrix farm). Simply work with our sales and service on-boarding teams to agree the amount of support you need.

Yes. Should you no longer require a particular tier of service, you should let us know in writing, so we can amend your contract accordingly and confirm any cost changes that may be applicable. You can upgrade at any time, however a 90 day notice period is required to downgrade between tiers.

Our recommended contract term is three years, from the point of go-live. This enables our technical specialists to have a positive impact over the availability, stability and operational efficiency of the infrastructure, applications and workloads under support.

We provide predictable pricing and monthly adjustments to cater for organic changes. Where any aspect of the contracted service increases or decreases by more than 20% of the initial contract value, a commercial review will be triggered, which may result in a change in costs.

Ultima provide Mission Critical Support to many different clients, however we are mostly aligned to SMB and SME customers from across a wide range of private, public and defence organisations.

Yes. Ultima will act as the primary single point of contact, and work with existing third party resolver groups or utilise our ecosystem of long-standing partners to address the support required. Please contact your sales account manager to discuss your specific requirements.



Why Ultima for managed services?

“ Our approach to delivery has always been to understand your culture and business requirement, in order to identify synergies between our organisations, allowing our teams to help take control of the day-to-day management of the outsourced operation, in accordance with established SLAs. ”


Year-round support 24x7

While some MSPs only operate during core business hours,
our Technical Service Centre is a true 24x7 facility, with
teams working in shifts to provide support throughout the
day, and across weekends and public holidays.


Predictable Commercial Model

This provides you with the ability to accurately
budget and  forecast your OpEx, with regular
service reviews to ensure that you are only
paying for the services that you require.


ITIL Framework

By integrating ITIL into our managed service offerings,
our certified teams are able to apply a set of mature
processes across service strategy, design, transition,
operations, and continual service improvement.

Ge C

A Best Fit Approach

Rather than take a staff augmentation approach
or rely on
labour arbitrage to reduce costs, we provide
a skilled set of
shared resources in-region, working
against a fixed scope and
agreement term.


Scaling Through Automation

Using a combination of ServiceNow and Thoughtonomy,
use virtual agents, machine learning, orchestration
and robotic
process automation to expedite resolution
and improve the end
user experience.


Strength In Depth

Our agile services are backed by over 180 technical
staff across
our TSC and consulting practices;
namely Modern Workspace, Modern Data Centre,
Network and Security and Intelligent


Next Steps

Simply fill out the below form to download our brochure, contact your Account Manager or email our team at enquiries@ultima.com and we will
be able to advise you on which is the best service for your needs and help get you set up.