Enterprise Class Support

When an organisation is considering the adoption of a SaaS, solution, any potential vendor will be required to pass a typical due diligence enquiry to satisfy a number of essential criteria:

Data Security

By definition, with any SaaS solution business (critical) data will be housed stored at remote sites outside the corporate managed environment. The risk is data loss due to inadequate IT operations by the vendor (storage architecture, redundancy design, back-ups, staff knowledge)
intY build and design SaaS architecture to the highest specification, using reference designs from Microsoft and other key suppliers. The hardware and hosting environments we use are second to none with integral SAN platforms for resilient data storage with multiple copies of data stored offsite from our 3 interlinked data centres.
We have been successfully building and managing SaaS platforms for 6 years and have experience in depth. Our staff are all trained appropriately (Microsoft, Cisco etc) and are graded by experience and qualifications to determine the level of access to live services they are permitted. Staff training and development, both in-house and external, is a made a continuous high priority focus across our Support, Infrastructure and Development teams.

Service Access

Will the service be there when I need it? Can I trust the vendor to manage my data and the access to it? Any CIO will ask themselves questions like this – and a lot more besides- when looking at a SaaS solution.
intY is accredited to ISO 27001 because it is gives our customers the confidence that our services will work as advertised. Not just because we say they will, but because our policies and procedures have been externally audited by an independent 3rd party. It shows that we have taken every possible measure to ensure that data confidentiality is maintained and stored with the highest possible integrity.  It also has to be operated within a highly available service environment, to ensure service continuity.

Network service

To state the obvious:  if your users can’t get to the Internet then they can’t access a SaaS service.  Resilient connectivity is an essential pre-requisite to significant reliance on a hosted solution.
intY specialise in providing managed networks built and designed to our customer’s individual, demanding specifications. These range from high speed dedicated leased lines with very tight Service Levels and time to repair, through to our own NonStop Broadband service which provides 3G backup, with  service and support integration to keep even the smallest office online at all times.
Our multiple data centres are highly specified to TIA-942 tier 4 standard and are all equipped with diverse, redundant high speed Internet links.

Customer Support

The intY Help Desk is run to ITIL methodology, which provides a highly structured approach to managing the support issues that come from a large complex Software-as-a-Service operation. The Desk has multiple level support teams plus a team dedicated to specific Enterprise customers. Each team can escalate problems through to a senior Engineer, whether in our own Development team for intY produced solutions, or to the appropriate 3rd line support in any of our technology partners.
The benefit of ITIL to our customers is that it gives the intY Support staff and management a robust set of procedures to manage all aspects of service control, from Incident Management, to Problem Management through to Change Management. It allows us to effectively plan and monitor all aspects of Capacity Management, Service Management and Service delivery in one rigorous framework.
All the elements of our services and infrastructure are monitored and measured 24/7/365 by a advanced array of network management facilities. Some are industry standard and some were developed in-house to our own specifications.