In today's technology driven world, the ability to conduct real-time communication and collaboration has become critical to an organization's success and profitability. With Solutionz Managed Services (SMS) your organization can create a network of real-time communication users. While dramatically reducing your investment in technical resources, SMS manages and oversees your conferencing equipment. Our trained technicians manage and maintain your organization's endpoints, eliminating the need for in-house staff and training of personnel. What's more, we can even help you purchase the right conferencing equipment for your specific needs.
Solutionz Managed Services provide an end-to-end solution for system management and monitoring, bridging operations for multi-point conferencing needs, gateway dialing, and technical support to ensure the best possible service. Solutionz customers have the option to choose from three (3) levels of Managed Services:
- Solutionz Remote Managed Services (RMS)
- Solutionz On-Site Managed Services (OMS)
- Solutionz Hosted Managed Services (HMS)
In addition to Managed Services, Solutionz offers Bridging Services for customers requiring a voice and video bridge, gatekeeper, and ISDN gateway without the initial financial commitment of purchasing their own equipment.
Key Remote Managed Services
Key Remote Managed Services
Solutionz Remote Managed Services (RMS) was designed to give our customers valuable “time back” for other critical business operations. With RMS our team of video experts remotely manages and monitors your conferencing equipment and ensures your systems are up-to-date and ready for use at a moment's notice. With RMS not only will we monitor and manage your video endpoints, but we will also train your users on how to use the video systems, as well as provide informative conferencing etiquette tips to ensure each meeting participant has the best experience possible.
Since RMS is an overlay to the Prime Call Maintenance Program, your video investment is protected against equipment failure. RMS customers who do experience equipment failure will have access to all the benefits of Prime Call for troubleshooting and technical solutions, in addition to priority access to Solutionz Bridging Services should you need to perform a multi-point conference during system failure. If Bridging Services are required, Solutionz will transfer your calls onto a Solutionz-owned bridge to ensure your meeting proceeds without interruptions.
With RMS Solutionz will provide the following:
- Prime Call Help Desk support available 24-hours a day, 7-days a week for all technical needs (customers can engage with Solutionz engineers via a toll free number or email)
- Dedicated Operator to directly connect you to a Solutionz Certified Video Engineer (CVE)
- 30-minute call back for all Prime Call Help Desk inquiries (98% of calls into the Help Desk are answered by a CVE without the delay of a call queue)
- Active monitoring of conference systems and reporting of any issues
- Solutionz testing center for test calls between the customer's equipment and remote endpoints to ensurefunctionality and compatibility between varying system types, networks, and software revisions
- Basic administrative and user level training on entitled endpoints to ensure effective system operations
- Processing of all bridging requests and room certifications (dependent on Managed Service level)
- Scheduling requests can be sent into our Managed Services, or for customers with in-house schedulingsystems, we can proactively react to scheduled conferences
- Rapid escalations of larger issues directly to the manufacturers' tier 2 support groups
- Twenty (20) complimentary hours of priority access to Solutionz Bridging Services in case of customer-owned equipment failure when backup services are needed (customer will be responsible for any ISDN gatewayservice fees)
With RMS the Customer will provide the following:
- Conferencing equipment
- Network services, routing, and security for conferencing equipment
- Network access for Solutionz Managed Services to infrastructure and codec devices installed on the yournetwork
- Points of contact to link Solutionz Managed Services to the Customer's designated personnel
- Prime Call maintenance contract to ensure all equipment is covered against system failure
Solutionz On-Site Managed Services
Solutionz On-Site Managed Services
Solutionz On-Site Managed Services (OMS) provides customers with all of the benefits of RMS in addition to access to a CVE on-site at your location when day-to-day hands-on technical support or technical preparation for eachconference is needed.
With OMS Solutionz will provide the following in addition to RMS offerings:
- On-site access to a Solutionz CVE Certified Technician
- Prime Call Help Desk Engineer who will act as the resource for all escalation needs
- Perform all technical maintenance on conference systems
- Establish a base configuration for conferencing systems
- Restore conferencing systems and rooms to base configuration after usage
- Provide user training on system operation
- Respond to any trouble call on the conferencing system
- Establish and maintain a corporate conferencing address book
- Maintain any needed B-Stock or spares to be used for replacement parts
- Actively monitor all conferencing systems
- Report outages and case information as needed
- Access to a web user interface for the technician to create, track, and report trouble cases
With OMS the Customer will provide the following in addition to RMS requirements:
- Workspace for the on-site CVE including internet access, telephone, building access, and parking
Solutionz Hosted Managed Services
Solutionz Hosted Managed Services
Solutionz Hosted Managed Services (HMS) is a stand-alone service that can also be purchased in tandem with RMS or OMS. HMS enables customers to physically host their infrastructure equipment at one of Solutionz' video data centers. Our data centers are designed around the requirements of real-time data traffic, alleviating your need to design an in-house video network. With HMS we offer you the opportunity to divest those day-to-day administrative duties to suit your business environment.
With HMS Solutionz will provide the following:
- Managed or unmanaged options for customer-hosted equipment, providing the desired flexibility
- Prime Call Help Desk support available 24-hours a day, 7-days a week for all technical needs (customers canengage with Solutionz engineers via a toll free number or email)
- 30-minute call back for all Prime Call Help Desk inquiries (98% of calls into the Help Desk are answered by acertified engineer without the delay of a call queue)
- Dedicated Operator to directly connect you to a CVE
- Solutionz testing center for test calls between the customer's equipment and remote endpoints to ensurefunctionality and compatibility between varying system types, networks, and software revisions
- Basic administrative and user level training on entitled endpoints to ensure effective system operations byconferencing users Processing of all bridging requests and room certifications (dependent on Managed Service level)
- Scheduling requests can be sent into our Managed Services, or for customers with in-house schedulingsystems, we can proactively react to scheduled conferences
- Rapid escalations of larger issues directly to the manufacturers' tier 2 support groups
- Priority access to Solutionz Bridging Services in case of customer-owned equipment failure when backupservices are needed (customer will be responsible for any ISDN gateway service fees)
With HMS the Customer will provide the:
- Conferencing equipment
- Network access for video endpoints to the internet via video data centers
Solutionz Bridging Services
Solutionz Bridging Services
Solutionz Bridging Service takes the guesswork out of coordinating your next video conference or telepresence meeting. With our Bridging Services we manage every aspect of your video meeting from scheduling to pre-testing all participant sites and technical monitoring. Solutionz Bridging Services offers the following:
- A certified operator to managed all aspects of the conference including monitoring connections, audio and video quality, and duration*
- Certification of all sites with the bridge to ensure sufficient audio, video , and connectivity to avoid anycompatibility issues on the day of the conference
- Short notice booking service
- Network Gateway Conversion Service for transcoding between IP and ISDN networks to allow communication between differing network types
- Audio add-on capability for full audio participation of non-video endpoints
- Variety of options for conference initiation, ranging from operator assisted to fully automated*
- Multiple call speeds supported up to 4MB
- Diverse manufacturer endpoint and infrastructure supported
- Speed matching and true transcoding for communication with limited bandwidth sites and higher speedendpoints
- Continuous Presence modes to allow for the best visual layout to ensure the right people are seen and heard on the call
- Audio or video recording for streaming or later playback
- Simplified billing
- Flexible reservations that can be scheduled by e-mail, fax, phone, or web
- 20 hours of free IP conferencing for existing Prime Call Customers
- All video endpoints and infrastructure H.323 and H.320 compliant
* Implies feature is optional and an additional fee is required
Managed Services | Solutionzinc.com
