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Management
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The security level and security of infrastructure and corporate information all depend on the state and efficiency of any actions taken. Key factors for this are long-term maintenance and the secure operation of security infrastructure.
Services must be implemented quickly and with high quality standards, and must be reliably secured through SLAs.
Modern and growing security infrastructure involves complex solutions of various manufacturers, whose support and service models differ in their SLAs, support access per telephone, mail or web, login information and passwords, time lines, licenses, contractual conditions, costs…
This not only causes delays and increased workloads in daily operation, but also results in bigger workloads and higher costs in the Finance and Administration department.
The service desk of help AG staffed with certified experts is available to customers as the centralized interface regarding all manufacturers. They will solve level-1 and 2 incidents autonomously or in close cooperation with the level-3-support of the manufacturers by telephone or remote access. The service desk coordinates the exchange of defective parts from their own RMA-Pool or from manufacturers’ warehouses. They also take care of everything from shipping to taking into operation at the customer’s site and also monitor the customer’s security infrastructure.
To accurately and properly accommodate the requirements of all customers, help AG assures customers the required services and SLAs as part of the contract. They administrate and channel the various contract and license models of the manufacturers and consolidate time lines.
The permanent monitoring of the security infrastructure is part of long-term maintenance and secure operation for ensuring availability and function of services.
Managed security allows the customers of help AG to concentrate on their daily operations. Managed security also manages the operational responsibilities and creates financial transparency.
The service desk of help AG maintains, operates and monitors the infrastructure of the customers 24 hours a day. Any customer requests regarding adjustments to the infrastructure or configuration are processed by the service desk of help AG and implemented in a well documented manner. These services are included in the contracts with help AG customers.
The customer service of help AG supports customers as the centralized interface both operationally and organizationally for maintenance and operation of security infrastructure. To ensure high quality the service desk of help AG works with trained experts, professional tools and organizationally according to ITIL "Best-Practice".
