CTI Care™ Managed Support Services

Data management and analytics environments have become more powerful and complex often supporting multiple critical business processes.   Without proper managed support to address day-to-day system operations and disruptions, the consequential downtime can delay delivery of critical information—both strategic and tactical— that may impact business performance.

CTI Care™ Managed Support Services provide our clients with cost-competitive operational and technical support of their systems, network and data environments. Our mission is to deliver exceptional service encompassing the diverse needs of modern technology environments in a simple to engage delivery process. The service is provided via our technical operations center led by our senior technical specialists.   Clients reliably leverage CTI’s diverse skills more cost-effectively than can be achieved with their own dedicated staff.

Some of the key benefits to CTI Care™ are:

  • A wide range of infrastructure, data management platforms, BI technologies are supported
  • Simple to onboard, engage and customize scope when necessary
  • Clear and simple service levels
  • Assigned client manager and scheduled quarterly service reviews
  • Fixed monthly fee based on Service Levels and technical environment
  • Cost effective service model providing Operations, DevOps, and Help-desk support

As part of our full life-cycle service approach, CTI Care™ follows through on the promise of your project—once deployment is complete—by offering a superior managed services package to help your business overcome the financial and staff resource barriers to achieving long-term success.

Production Services

  • 9 x 5 Service with 4-hour service response
  • Platform monitoring and problem resolution
  • Job monitoring and problem resolution
  • Client requested outage assistance and problem resolution
  • Client requested user changes
  • Leverage CTI Care Ticket Portal (if required) 

Premium Service Options

  • Extended Service Window
  • Shorter Service Response
  • Patch management
  • Configuration troubleshooting
  • Performance troubleshooting
  • Disaster recovery process execution
  • Data and logic troubleshooting

Onboarding Services

Onboarding establishes the necessary technical and procedure documents to initiate CTI Care™

  • Access provisioning and validation
  • Technical components and configuration
  • Production processes and procedures 
  • System logs review
  • Change control procedure
  • Disaster recovery procedure
  • Service engagement and escalation process 

Dedicated Client Manager

Your named and dedicated CTI Care™ Client Manager is responsible for:

  • Acting as your advocate to ensure CTI is best aligned to meeting your needs
  • Providing “out of band” communication regarding any service need
  • Reviewing Weekly Service Reports detailing the support activities and service status
  • Initiating Quarterly Service Reviews regarding service performance and service changes