UC Support and Managed Services
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Daisy offers a choice of Unified Communications support and managed services packages to fulfil a wide range of service level and budget requirements. Daisy’s Management Services means that you can transfer, delegate, or extend some or all of your IT support requirements where and when you need to.

Daisy’s UC Management comprises three separate services:

UC Management Essentials

Suited to operational teams who have day-to-day management responsibility for UC environments but may not always have a deep in-house knowledge of all the supporting technologies.
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UC Management Enterprise Plus – Mitel

Designed for Mitel customers requiring a fully managed service, safe in the knowledge that their environment is being monitored and managed by Daisy’s experienced engineers.
 
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UC Management Enterprise Plus – Microsoft Teams

For Microsoft Teams users who require a fully managed service with monitoring and management by Daisy’s engineers.
 
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UC Management Essentials

​​​​​​​Daisy’s UC Management Essentials service is suited to operational teams who have day-to-day management responsibility for UC environments but may not always have a deep in-house knowledge of all the supporting technologies.

UC Management Essentials gives customers the ability to contact Daisy when they require specialist knowledge or advice; either because they are planning to make changes or because something is broken, and they need help restoring service.

Daisy provides our customers access to subject matter expertise to enhance their in-house resources and capabilities, offering expert technical support when they need it. We can do this by leveraging our scale, best practice and extensive specialised knowledge.

The vendors we support in this service are Mitel and Microsoft.
mitel microsoft

UC Management Enterprise Plus – Mitel

Our Enterprise Plus – Mitel management service is tailored to cater to those who need management support to suit their business. Our expert engineers will monitor and operate your environment, giving you piece of mind that your Mitel applications are secure. We offer a wide range of service management practices, including incident, request, change, knowledge, and problem handling.

The vendor we support in this managed service is Mitel.

Key features of unified communications (UC) Management Enterprise Plus – Mitel are:

  • Security patching for Mitel applications
  • Infrastructure monitoring
  • Event management
  • Configuration backup audit
  • Resiliency testing
As part of our UC management service, our specialists in our Security Operations Centre (SOC) are continually keeping an eye out for potential security risks and threats. Our SOC team works diligently to keep your business secure, using cutting-edge technology to stay ahead of the game. Whether it’s a security advisory from Mitel, a monitoring alert, or our own proactive research, we can help.
We can help you boost your Mitel UC infrastructure performance with our monitoring platform. You can gain complete visibility and detect events early on to ensure seamless operations. By monitoring alerts, availability, and applications, our service can greatly improve your environment uptime and performance. You will receive real-time alerts for quick incident identification and faster resolution. You’ll be equipped to diagnose and fix issues quickly, minimising any possible downtime and incidents.
Our event management is here to handle any challenges that may arise. From unforeseen conditions to potential disruptions, we’re committed to ensuring the quality of our service is consistently high.
Our technical operations team will ensure that your backups are set up as they should be and will regularly check them to ensure everything is in order. With regular audits, any issues with your backup files will be identified and resolved quickly.
We can help you to ensure that your environments are resilient enough to withstand any service failures. These solutions distribute call traffic and services while also offering failover to a secondary Mitel application server or network service provision. This can enable you to boost availability and speed up recovery if any component failures do occur.

UC Management Enterprise Plus – Microsoft Teams

Microsoft Teams Phone is the cloud-based enterprise-grade unified communications solution delivered within Microsoft Teams.

At Daisy, we aim to help customers get the most out of their investment by utilising the range of features available within Microsoft Teams Phone through our UC Management Enterprise Plus – Microsoft Teams service. Designed for customers requiring a fully managed service, safe in the knowledge that their environment is being monitored and managed by Daisy’s experienced engineers.

The vendor we support in this managed service is Microsoft Teams.

Key features of UC Management Enterprise Plus – Microsoft Teams are:

  • Monthly reporting and review of both call data and call quality data
  • Annual configuration audit
  • Annual voice routeing review and disaster recovery simulation
  • Fully managed service with incident, change and problem management
  • Technical support and advice to strengthen your in house resources
A set of monthly reports is provided as part of the service. These reports will be generated using the native capability of the Microsoft Teams Phone platform and as such are subject to the customer’s available license and subject to change without notice.
Reactive Technical Support covers the day-to-day operation of the platform, including incident resolution, problem investigation, change implementation and configuration management.

The reactive technical support service provides resolution to tickets which may be generated either by automated alerts from the Daisy monitoring system or service desk tickets raised against supported resources.

The goal of Incident Support and the underlying Daisy incident management process is to bring a failed service live again as soon as possible, by attempting a fix or a workaround. Where an incident or number of incidents warrant root-cause analysis to determine a permanent fix or to reduce the risk of a repeat failure, Daisy will provide problem management.

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