Token Based Support

An Ultima Managed Service

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Why choose a managed service for your business?

For organisations looking to continue supporting their own environment, but wanting to call upon a thirdline escalation service in the event of a P1 emergency or when an issue arises which lies outside of their comfort zone, Ultima offer a flexible, unified token-based reactive support service. Designed to provide remote technical investigation, guidance and advisory services, it provides you with confidence to take action. 

q-1

of companies

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

w-1

of organisations

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

e

of IT professionals

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

   


Your Safety Net

"While systems generally behave themselves, there are times when things go wrong and you need an answer fast. Our token-based support
is like an insurance policy. We hope you never need touse it, but it's there in a time of crisis and uncertainty, or where you need a qualified opinion"

Dave Hampton - Service Desk Manager - Ultima

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Key Benefits

onsa One Number, Simplified Access
Receive direct access to our ServiceNow
portal to view live updates on your open
incidents and track them to resolution.
fc Flexible Contracts
Three levels of support, in packs of 5, 10, 20
and 50 units. The more tokens you purchase,
the cheaper the per-token price.
AS Annualised Support
Benefit from a 12 month contract - Essentials,
Advanced or Ultimate support - with tokens
that can be topped up at any time.

 

CP Check Point
As a Four Star Elite partner, we provide a
separately priced support contract for a  range of Check Point security products.

 

US Unified Support
Covers solutions from Microsoft, VMware,
Citrix, HPE and Cisco, with escalation direct to the vendor should it be required.

 

PSC Predictable Service Costs
One token relates to three hours of support. Simply select the type of support you need and use as much as you need.

 

 



Frequently Asked Questions

Our Advanced and Ultimate tiers provide a monthly report outlining your entitlement, the number of tokens used during that period and the remaining quantity.

Should this occur, we will notify you accordingly and request confirmation that you wish for Ultima to continue providing support under a new token (unless an alternative approach has been pre-agreed with you, e.g. on P1 issues). We will provide a status update and an estimated fix time, so you can decide if you wish for us to continue.

Since we are not responsible for managing your IT environment and its configuration, it is not possible to provide a guaranteed resolution SLA. We will of course make every effort to escalate the issue through our internal teams and to the vendor if needed.

As soon as your order is on our system, our Technical Service Centre will begin the on-boarding process, with most agreements being set up within 24 hours.

If you need ad hoc support outside the tier to which you are entitled, you can either commit to buy an additional pack at the higher tier (e.g. Ultimate), or we can upgrade your remaining tokens on a pro rata basis.

Our token based support service is just like an insurance policy. While we hope that you will never need to use us, we're here in case you do. Tokens are not refundable or transferable, nor can they be carried over to any future agreement or exchanged for consultancy.

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Why choose Ultima for your managed service provider?

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. 
 

S

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.

F

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.

P-1


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.

G

e 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.

A


Scaling Through Automation

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

D


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
Automation.

 

Next Steps

Simply fill out the below form, 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.