WellData’s infrastructure managed services takes care of databases, servers and applications for organisations of all shapes and sizes.
We take a proactive approach to the support of your systems, ensuring they are fully maintained in the best possible condition.
Systems can be rolled on and off the contract at any time during the term of the contract, flexing as your business needs change.
WellData’s infrastructure managed services covers all day-to-day necessities to keep your systems running smoothly and efficiently, becoming a seamless part of your IT operation.
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WellData’s managed infrastructure services uses a proactive support model, rather than the conventional Break/Fix method used by many support companies.
We use a proactive approach to pre-empt avoidable failures before they occur. Substantial effort is put into comprehensive monitoring to ensure that developing problems are identified before they become issues.
Our monitoring goes far beyond simple availability checks and into areas of general performance like: memory use, locking, growth, throughput, equipment failures, and more. The list is comprehensive.
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All normal business as usual (BAU) operations to ensure the good functioning of the systems receiving infrastructure managed services support are covered for a fixed fee.
This allows our clients to budget for the systems under WellData support.
The only exclusions from this cost are: major upgrades, script running on a regular basis, and project work.
All of these can be quoted for and performed as required.
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WellData does not charge for the initial on-boarding of a client’s estate; in fact, we even offer an initial 30-day cancellation option. If our infrastructure managed services don’t meet with your needs or expectations, you can cancel without penalty.
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Systems can be supported to various availability levels:
Tis means we can tailor our support to your needs and at an affordable cost.
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Although it is best practice to keep systems up to date for performance, features and, most particularly, security reasons, there are situations where this cannot be achieved.
WellData can take on the support of these out-of-maintenance systems, for your peace of mind. Although not supported by bug and feature releases from the original vendor, the systems can be kept functioning and can still be useful going forward.
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Our clients can amend their infrastructure managed services support schedule mid-contract as needed without penalty.
As new systems are commissioned, existing systems mature and legacy systems eventually retired, they can be Rolled-On and Rolled-Off as is necessary for your business.
This allows the contract to accurately reflect your support needs, without extraneous costs.
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All WellData employees are employed, based in and work from the UK.
All WellData staff are security screened to BS level on appointment and every three years thereafter.
WellData takes the security of your data systems very seriously, which is why we take great care to ensure all parts of the WellData support model is designed to ensure security and integrity of our client’s data.
At no stage is a client’s data removed from the clients data centre or accessed by anyone not located within the UK.
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Continuous monitoring allows us to keep a watchful eye on the availability and system health of the systems under our care.
The WellData logo was designed to represent our “Watchful Eye” and monitoring is at the core of everything we do. By detecting changes in operation, even if these are very small changes, we can initiate corrective actions before an issue arises.
The collection of monitoring data also allows us to perform capacity planning and performance forecasting ensuing we are ahead of the game when it comes time to procuring new equipment or initiating an archiving solution.
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Incidents can be raised from a number of sources: directly from clients, via monitoring systems or by the engineers themselves.
Incidents are responded to in a swift and prompt manner as agreed in the Service Level Agreement (SLA). There are defined fix or resolution plan times leading either to a resolution of the incident the creation of a resolution plan. If a resolution is not readily determined the incident is escalated to higher levels within both the client and WellData.
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Service Requests raised by our clients are acknowledged and reviewed within agreed SLAs.
Performance and timing of the request is determined on receipt and becomes the SLA for that request itself.
Many infrastructure managed service requests cannot be actioned immediately and represent work items that need to be performed over an extended period of time. An example would be the installation of an application bug fix. These fixes can often lead to a whole series of actions being taken before the actual fix itself can be applied.
Service requests are tracked, monitored and reported from WellData’s ticketing system. Clients have access to this ticketing system so they can enter tickets directly and to track their progress.
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Over and above the continuous monitoring a daily check is performed each working day.
These checks cover areas such as: failed backups or jobs, unexpected growth rates or unusual consumption of system resources, including system specific checks discovered during on-boarding that need to be performed.
These checks ensure a continuous appraisal of the functioning of the systems under care, over and above its simple availability.
Daily checks often generate specific work items that need to be carried out in order to ensure the systems under care continue to operate at their peak.
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Troubleshooting often starts with a monitoring system alarm and an issue raised by the client’s users.
Where a system is identified as deficient or failing, a troubleshooting analysis is performed to discover the root cause of the problem and recommend a resolution or route forward.
Problems requiring troubleshooting can come from all areas: performance, changes to growth rates, changes in use that result in performance or capacity issues, data locking issues, and many more.
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At the initial on-boarding, a set of documentation is created to ensure our engineers fully understand the nature and character of the systems under our infrastructure managed services support.
This documentation consists of an Operations Manual that documents access methods, security issues, any observations and peculiarities; any issues arising are entered into the WellData ticketing system for resolution.
It is this set of documentation that allows WellData to provide seamless, unparalleled cover for all the systems under our care.
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When you engage with WellData you’ll be assigned a Primary Engineer who’ll be you primary point of contact and, will get an intimate knowledge of your systems and the way they are used. They’ll also be responsible for getting work items completed in a timely manner.
Additionally, you’re not only engaging with the Primary Engineer assigned to you but also with a team of engineers who together bring an unrivalled level of ability, expertise and experience to the support of your systems.
Where there is a mix of technologies Welldata deploys expert engineers in each technological area. it is this approach that allows WellData to bring the highest standards of support to your systems at an affordable price.
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WellData’s team of engineers bring a wealth of expertise and experience and often stay with WellData for an extended period providing our clients with longevity, continuity and consistency of support.
In many areas of WellData’s support we have over 100 of years of accumulated experience, more than enough to deal with the problems we encounter on a daily basis.
Over and above the support that WellData provides, the team’s many years of experience allows us also to provide considered advice in many areas. This experience is available to all out Managed Service clients as part of the service offering.
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WellData hold ISO standards in:
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Service Delivery Conferences, performed by the support engineer’s team leader, ensure that the quality of service expected and demands of its engineers are being delivered daily.
These are also opportunities for our clients to advise us of future plans and requirements that might require changes in the type of level of support needed.
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It is of crucial importance that a business knows and understands their Recovery Point Objectives (RPOs) and Recovery Time Objectives (RTOs) for each operational system.
WellData engineers will aid in the design, development and implementation of the agreed RPOs and RTOs. These will then be documented in the Operations Manual and tested on a regular basis.
WellData, from time to time, will advice you where reliability can be improved or where reliability has been compromised or where it won’t meet the required RPOs or RTOs.
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Many businesses operate in a regulated environment. It is important that these businesses demonstrate compliance to any applicable regulations.
WellData will, for each system under its care, determine the level of security required and currently extant and develop the necessary changes to secure these environments.
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