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