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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Service Description
Two tiers of UC Management are offered, although hybrids of service deliverables can be created on a bespoke basis by working with our Service Design Architecture team.
The table summarises the standard entitlements:
UC Management Essentials
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.
The vendors we support in this service are Mitel and Microsoft.
UC Management Enterprise Plus – Mitel
The Enterprise Plus – Mitel management service is 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. This level of management incudes the full suite of Daisy’s service management practices including incident, request, change, knowledge and problem handling.
The vendor we support in this managed service is Mitel.
Please note security patching in the Enterprise Plus management option is a proactive service. Daisy will monitor Mitel and other security advisories then investigate, check the individual customers infrastructure and patch where required (including an out of hours reboot). Maintenance customers will currently have a reactive service where the obligation is with the customer to notify Daisy of any security matters and all remediation work is completed by Daisy within contracted service hours.
UC Management services are offered in addition to Maintenance services, maintenance services covering hardware breakfix and software support for UC customers are reactive by nature, relying on a customer to notify Daisy of any issues and do not include service requests. This Enterprise Plus fully managed service offers a proactive service including security management, monitoring and system service requests as well as an option for end user MACs. Any customers taking the UC Management Enterprise Plus service must have a Daisy Maintenance service.
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
Monthly Reporting
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.
Problem Investigation
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.