Thorough IT background: With the profound experience in software development, IT consulting, QA, IT infrastructure services, and more, we go far beyond just following the instructions on how to address software issues. We understand software from the inside and apply this knowledge to design help desk processes and address software issues efficiently.

Value for different skill levels: We adjust our support services to every user category, from novices to experts. We solve minor issues reported by new users and offer training and webinars that help to quickly adopt new software. For experienced users, we provide the investigation and quick resolution of non-trivial issues. To encourage further self-support, we create a knowledge base with the content tailored for every user group: from beginner guides to articles on how to solve complex issues.

Wide experience of collaboration in IT projects: We participated in numerous short- and long-term projects with both IT and non-IT companies, and we know how to establish effective collaboration within a team. We ensure the successful cooperation of our help desk specialists with software developers, network and application administrators, QA team members, and other professionals, both in-house or external, to guarantee that each issue is investigated and handled by the relevant specialist.

We analyze your request for support services, identify user roles, and their access levels and estimate the number and urgency of incoming requests. This will help us size up the efforts required for your project.

Service planning and SLA preparation

We discuss with you the details of our cooperation and prepare the service level agreement (SLA) accordingly. Depending on a particular case, this document normally includes:

The description of the support service package and the estimated budget.

Support hours (for example, 24/7 or 12/5 servicing) and languages of communication.

The support team’s size and expertise, levels of support provided, contact channels, and the type of the ticketing system used.

Definitions of incident priorities.

Incident response time depending on its priority.

A reporting schedule and the data that reports should contain.

Knowledge and responsibility transfer

We study software documentation, conduct interviews with your company representatives, and analyze software functionality. This helps us to understand how software is designed and how it is expected to behave. Then, we prepare the needed documentation and instructions for our team.

When knowledge transfer is completed, we set up a support handover meeting to transfer responsibility from your development or another support team to our help desk specialists.

Service delivery

Processing requests according to SLA: we receive, assess, prioritize, and handle incidents. We regularly update users about the status of their current tickets to keep them informed. Besides incidents, we solve problems that cause multiple similar incidents to occur. This allows for preventing software failures.

Analyzing results and delivering monthly reports: we provide you with the reports containing the statistics on incidents in the agreed format.

Gathering user feedback: we collect users’ feedback about software, gather change requests, and thus supply get the info that prompts at how to modify the software according to user needs.

Creating the knowledge base: on the basis of the encountered and solved cases, our team prepares FAQs, articles, and other materials that can help software users to solve similar incidents. This significantly decreases the number of incoming tickets and reduces incident resolution time.

Conducting proactive support: monitoring your software and detecting abnormalities in its performance, we identify potential issues and address them even before service tickets come.

Offering process improvements: using KPIs, we analyze the performance of our help desk team and define possible improvements in help desk operations. After prioritizing these ideas based on potential business results, we discuss them with you and implement the approved improvement ideas.

We handle all daily management and long-term evolution of the entire IT infrastructure or its part and ensure the continuous support of:

Networks.

Websites.

Desktops.

Applications.

Cybersecurity solutions.

On-premises data centers.

Cloud services (IaaS, PaaS, SaaS).

Data storages, including databases, data warehouses, big data storages.

Cloudteam’s managed IT support services include:

IT infrastructure consulting

We define IT issues you are concerned about and the business objectives you want to achieve. We analyze the current state of your IT infrastructure, i.e., its applications, enterprise systems, cloud solutions, servers, etc. We determine the relevant technologies you may need to adapt to achieve the set business goals. Applying our ITSM experience, we help you achieve competitive advantage and viability with a full cycle of IT support services we offer – from designing your IT infrastructure to a building, migrating, and optimizing your workloads.

IT environment administration

We manage and maintain the operability of your data systems, network components, and applications. Cloudteam’s IT infrastructure administrators ensure: User administration; Software configuration; Regular software updates, and more.

Help desk support

We assist you in managing both your internal applications and software you offer to your clients. We handle software issues varying in complexity – from password resetting to the code-level investigation of issues. With IT help desk support levels we provide, you don’t need to arrange an in-house support team but still can be sure that your applications are managed properly and concerns of your users are timely addressed.

IT infrastructure monitoring

To predict and promptly detect issues related to the performance of your IT environment and its components, we configure and use appropriate monitoring tools (e.g., PRTG, Zabbix, Nagios). Our IT administrators can constantly monitor all components of your on-premises or cloud-based environments, including servers, applications, data storage, virtual machines, and provide you with regular reporting on your IT infrastructure performance and resource utilization.

To achieve higher IT operations efficiency, we integrate IT infrastructure monitoring tools with ITSM tools. As a result, we get increased visibility into the IT environment, reduced service restoration time, and an automated ticketing process.

IT issues troubleshooting

We address the issues related to the operability of your servers and end-user devices following the next steps.

Designing a contingency plan to address major incidents, analyzing the business impact, and defining preventive measures.

Ensuring plan execution to avoid recurring critical incidents.

Resolving incidents resulting from server misconfigurations, the insufficient protection of endpoint devices, etc.

Finding and resolving the root causes of the incidents with a thorough log investigation.

IT infrastructure evolution

Cloudteam pays due attention to the support of the growth and evolution of your IT infrastructure. Our team is eager to:

Cloudteam is ready to contribute to your business sustainability by delivering the following benefits:

We tailor our IT support services depending on the level of involvement you expect from us:

Complete managed IT support: In terms of complete managed IT support, our team takes the whole responsibility for keeping your IT infrastructure reliable, maintaining your network performance, managing your virtualized environments, and ensuring a high level of your IT infrastructure cybersecurity with the efforts of our expert information security team.

Co-managed IT support: If you opt for a co-managed cooperation model, we efficiently align our efforts with your internal IT infrastructure department or, for example, third-party cloud or security specialists and are ready to constantly cooperate with them in adjusting SLOs, improving risk management processes, administering and maintaining software and hardware operability. We also offer you our expertise and assistance in analyzing user satisfaction, conducting regular security checks and threat assessments, if agreed in an SLA, and preparing regular detailed reports on our IT support activities.

Cloudteam’s security services include real-time monitoring, management, and/or provision of the following cybersecurity components (hardware, software, cloud services):

Security information and event management (SIEM) systems.

Threat intelligence tools.

Firewalls, intrusion prevention systems (IPS), and intrusion detection systems (IDS).

Email security and antivirus software.

Denial of service (DoS) and distributed denial of service (DDoS) protection solutions, and other security components.

Security strategy design

We design the entire security strategy and its technical components (e.g., IDS/IPS to use, mandatory security policies to apply).

We plan the adoption of cloud-based security technologies within your IT infrastructure to increase the overall cyber protection.

IT infrastructure configuration

We integrate a customer’s IT infrastructure into a modern could-centric security infrastructure.

Security incidents prevention

We advise on the security policies to apply to improve the entire security level.

We advise on the implementation of the SecOps approach to provide for a higher level of application security.

We conduct managed vulnerability scanning of networks, servers, databases, and applications.

We carry out penetration testing regularly depending on each customer’s needs and the necessity to ensure compliance with security regulations and standards (PCI DSS, HIPAA, and others).

Managed detection and response to security threats

We ensure the 24×7 security monitoring and analysis of security events collected from the IT infrastructure and application logs.

We deliver advanced threat monitoring and unified threat management with the use of the latest threat intelligence technologies.

We ensure rapid security incident response.

We deliver regular compliance reporting based on the data gathered with a SIEM system.

We provide reporting on device, application, and network security management and security monitoring results.

We take responsibility for continuously monitoring, supporting, and optimizing your IT infrastructure or its parts, i.e.:

Networks.

Onsite data centers.

Cloud solutions (IaaS, PaaS, SaaS).

Data storages.

Big data storage.

Data warehouses.

Infrastructures for applications.

Cybersecurity measures.

We set up and configure IT infrastructure monitoring tools, e.g., PRTG, Zabbix, Nagios, Prometheus to ensure prompt detection of any IT issues occurring in your IT environment.

We provide reports on your resource consumption and the performance of IT infrastructure components, i.e., onsite or cloud IT solutions, data warehouses, etc.

We apply ITSM methodologies and processes to automate the ticketing process and increase visibility over the activities happening within your IT infrastructure.

IT helpdesk and troubleshooting

We provide help desk services and address IT issues of various severity and complexity, thus completely freeing you up from the necessity to arrange your in-house IT infrastructure help desk team.

We timely address the issues that may potentially damage your IT infrastructure or its components, i.e., we analyze the possible business impact of an incident, suggest preventive measures, resolve incidents, thoroughly study the event logs to identify the root causes of incidents, analyze the possible business impact of an incident, and suggest preventive measures.

IT infrastructure enhancement

We plan and design changes and expansions of your IT infrastructure.

We implement the changes and expansions with our own efforts or in collaboration with your in-house IT team or your other vendors.

We help your application development and support teams adapt to the changed IT infrastructure by delivering appropriate training and release notes.

Depending on the services coverage you expect from us, we can deliver our IT infrastructure managed services according to two possible models:

Complete managed IT infrastructure services: We use only our own IT and human resources and efforts to keep your IT infrastructure and its components (networks, servers, virtual machines, etc.) reliable, highly-available, and secure.

Co-managed IT infrastructure services: We strive to establish strong collaboration with your in-house IT team and/or your third-party cloud or security providers to jointly cope with IT infrastructure maintenance (e.g., adjusting risk management processes, performing regular security assessments, delivering regular reports on your IT infrastructure performance) quickly and efficiently. If required, we can either deliver our cybersecurity services as a part of our IT infrastructure managed services, or collaborate with your in-house information security team or your third-party security provider to ensure that your IT infrastructure is highly protected from internal and external security threats.

We adhere to a multi-tiered approach to collaboration with your IT team or your third-party vendor’s team and adjust it taking into account your business situation, objectives, and requirements. Due to our approach, the activities needed to maintain your IT infrastructure become less time-consuming and more cost-effective allowing you to stay within budget and focus on your key business operations.

That is how our collaboration may look:

Defined KPIs and SLOs to provide you with complete visibility over our services

Cloudteam’s IT team self-manages the services it delivers to minimize your efforts. With the use of a KPI system we prepare and SLOs we agree on with you in the SLA, you can control our activities any time you need.

A sample KPI system:

Costs

Target budget for managed infrastructure services: Budget spent; Over budget approved and spent (if any).

Your employees’ time spent to handle Cloudteam’s requests.

IT infrastructure security

The number of vulnerabilities found by independent penetration testing.

The number of security incidents.

Services reliability

Service availability.

Response time.

IT incidents (issues users encountered).

Changes (by business value and priority)

Delivered.

Waiting in a backlog.

Backlog waiting time expired.

User satisfaction

User satisfaction score.

Change adoption metrics.

Cloudteam has a record of successful management and upgrade of multiple enterprise-level solutions.

Industry expertise: Manufacturing; Healthcare; Retail and eCommerce; Banking; Professional services; Telecommunications, etc.

Business process expertise: Supply chain and procurement management; Financial management; Sales management; Customer service management; Marketing campaigns management, and more.