Managed Services

Equinoxx Managed Services encompasses comprehensive management, support, and maintenance of your organisation's IT infrastructure, systems, and services. We take on the responsibility of overseeing and optimising your IT operations, allowing you to focus on core business functions. Our Managed Services provide proactive monitoring, issue resolution, security management, data backup and recovery, network management, domain management, cloud services, and IT consultancy. By leveraging the expertise and resources of Equinoxx, your organisation can enhance your IT capabilities, streamline operations, reduce downtime, improve security, and ensure their technology aligns with their overall business goals.

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MANAGEMENT & SUPPORT

User Support

User Support is a comprehensive product that encompasses a wide range of services to ensure efficient IT support for day-to-day operations.

Our offering includes incident and problem management, escalation and priority management, remote diagnostics and support, adherence to service level targets, on-site fault diagnostics and support, as well as third-party liaison for applications and services such as internet and phone lines.

IT Service Desk

Our Service desk is available to provide reliable and comprehensive IT assistance during the working day. Our dedicated team is ready to address user concerns, offer technical guidance, and resolve issues promptly within the specified service hours.

Incident and Problem Management

This means you can rely on a well-defined process for managing incidents and problems, ensuring that issues are addressed in a timely manner. Our experienced team handles escalations and prioritises tasks based on the severity of the issue, guaranteeing efficient resolution.

Remote Diagnostics and Support

Are integral components of our service, allowing us to assist users remotely by diagnosing and resolving issues without the need for on-site visits. This approach not only saves time but also minimises disruptions to user productivity.

Service Level Targets

Are designed to deliver consistent and reliable support within the agreed-upon timeframes. Our team is committed to maintaining high service levels and ensuring user satisfaction.

On-Site Support

Is for more complex issues that require on-site attention, our product includes on-site fault diagnostics and support. Our skilled technicians will visit your location to diagnose and resolve the issue, providing hands-on assistance when necessary.

3rd Party Liaison

Means we act on behalf of your organisation with 3rd party providers for applications and services such as internet and phone lines. This streamlines the support process, allowing us to coordinate efforts and ensure effective resolution, even when the issue involves external services.

In addition, our User Management package includes support for frontline users with basic access to IT systems. This is designed to cater to the needs of operative staff members who may have access to mobile devices, email or PC’s now and then, but don’t rely on IT for their day-to-day tasks.

With our User Management product, you can have peace of mind knowing that your organisation has access to a comprehensive IT support service that covers incident and problem management, remote diagnostics, on-site support, and seamless coordination with third-party providers.

DEVICE MANAGEMENT

Basic Device Management involves overseeing and maintaining the essential functions and configurations of devices, such as computers, smartphones, tablets and IT peripherals, to ensure their proper operation and security.

Support & Troubleshooting

Support & Troubleshooting are covered for various end user devices such as laptops, PCs, tablets, mobile phones, and standard IT peripherals offering remote assistance through a remote access client.

Device Builds & Setups

Device Builds & Setups are included, ensuring seamless integration into existing networks and optimal functionality. This includes assistance with standard IT peripherals such as monitors and displays, docks and printers.

Network Management

Core Network Management refers to the overall administration, control, and maintenance of your organisations core network infrastructure. It encompasses various activities such as network support, network monitoring, network configuration changes, network patching, and network security systems.

Equinoxx Core Network Management covers all essential network management aspects of the below with no hidden costs.

Network Management

Network Management involves providing comprehensive support for the network infrastructure. This includes troubleshooting network issues, resolving connectivity problems, and addressing performance bottlenecks. Network support ensures that the network is functioning optimally, minimizing downtime and maximizing productivity.

Network Monitoring

Network Monitoring is crucial for Core Network Management. It involves continuously observing the network to identify and address potential issues before they escalate. Monitoring tools and software provide real-time visibility into network performance, bandwidth utilization, latency, packet loss, and other critical metrics. By monitoring the network, businesses can proactively detect and resolve problems, optimize network performance, and ensure a seamless user experience.

Network Configuration

Network Configuration includes managing configuration changes across the network infrastructure. This involves adding new devices, modifying existing configurations, and implementing network policies. Careful planning, documentation, and change control processes are essential to minimize disruptions and maintain network stability during configuration changes.

Network Patching

Network Patching refers to the process of applying updates and patches to network devices, such as routers, switches, and firewalls. Patch management is crucial for maintaining network security and performance. It involves regularly monitoring vendor releases for security patches, testing and validating patches, and deploying them across the network infrastructure. Patching helps mitigate vulnerabilities and protects against potential cyber threats.

Network Security

Network Security encompasses implementing and managing robust network security systems. This includes firewalls, virtual private networks (VPNs), and other security technologies. Network security systems help safeguard the network infrastructure from unauthorized access, data breaches, malware, and other cyber threats. They are essential for protecting sensitive business information, maintaining regulatory compliance, and ensuring the integrity of network communications.

Configuration Backups

Configuration Backups take care of managing and monitoring network configuration backups. We handle the entire backup process, ensuring that network configurations are regularly backed up, stored securely, and easily recoverable.

SERVER OS MANAGEMENT

Server OS management refers to the administration and maintenance of the operating system (OS) running on servers within a business infrastructure. It involves various tasks and processes aimed at ensuring the smooth operation, security, and performance of the servers.

Server OS management is vital for businesses as it ensures the stability, security, performance, and resilience of their server infrastructure, minimising downtime, maximising efficiency, and safeguarding critical data. Equinoxx Server OS management covers the below with no hidden costs.

Server OS Monitoring

Server OS Monitoring involves actively monitoring the server operating system to track its health, performance, and availability. Monitoring tools are used to collect data on resource utilization, system performance metrics, and potential issues such as high CPU usage, low memory, disk space, or network bottlenecks. It helps identify and address problems before they affect the server's performance or cause downtime.

Server Patching

Server Patching refers to the process of applying software updates, security patches, and bug fixes to the server's operating system. Regular patching ensures that known vulnerabilities are addressed, reducing the risk of security breaches and unauthorized access. It also helps in enhancing system stability, compatibility, and performance.

Server Configuration Changes

Server Configuration Changes involve managing and maintaining the configuration settings of the server OS. It includes tasks such as optimizing system resources and establishing security policies. Proper configuration management ensures that the servers are set up correctly, meet the business requirements, and adhere to security best practices.

Server Performance Optimizing

Server Performance Optimizing involves identifying and resolving performance bottlenecks, tuning system parameters, and implementing optimization techniques. It may include tasks like adjusting memory allocation, fine-tuning disk I/O, optimizing network settings, and analyzing system logs to identify performance issues. Optimizing server performance helps ensure efficient resource utilization and improves the responsiveness and scalability of applications and services running on the servers.

Server Backups

Server Backups ensure that backups are scheduled, configured, and executed reliably and efficiently, capturing critical data, configurations, and applications. Our team monitors the backup infrastructure, ensuring backups are completed successfully and proactively addressing any issues that may arise.

DOMAIN MANAGEMENT

Domain management is the practice of overseeing and maintaining various aspects of a computer network's domain infrastructure. It involves monitoring, configuring, and administering Active Directory services, which serve as a centralised database for managing network resources and user accounts in a Windows environment.

Active Directory Monitoring

Active Directory Monitoring is one of the key responsibilities of domain management. Monitoring Active Directory services such as AD replication ensures that changes made to the directory on one domain controller are synchronized with other domain controllers within the network. This synchronization ensures consistency and availability of directory information across the network.

Active Directory Management

Active Directory Management is vital in domain management. We ensure that Active Directory is set up and configured correctly according to best practices, including DNS, certificates, and group policies. This involves establishing an efficient DNS infrastructure, managing secure certificates, and enforcing consistent configurations through group policies. These practices help maintain a secure and standardized Active Directory environment. Other tasks may include managing trusts, AD sites, organizing the directory hierarchy and OU structure, and configuring replication.

Azure Active Directory Management

Azure Active Directory management is another important aspect of domain management. It involves managing user accounts, permissions, security, groups, and access controls in Azure Active Directory.

User Management

User Management is a significant responsibility in domain management. This includes tasks such as setting up new user accounts, configuring Active Directory groups, and managing user permissions within the network. Proper user management ensures secure access and appropriate privileges for individuals based on their roles and responsibilities.

External DNS Management and Hosting

External DNS Management and Hosting includes managing DNS records for external domains hosted outside the local network, ensuring proper configuration, and resolving DNS-related issues for public-facing services or websites.

PHONE MANAGEMENT

Phone System Management is our all-in-one solution for efficiently managing, maintaining, and supporting your 3CX phone systems. Our expert team takes care of every aspect, from initial setup to ongoing support, ensuring a seamless and optimised communication experience for your business.

We handle new user setups, device configuration, installation, configuration changes, and backups. Our expert team ensures a seamless experience, maximising the potential of your communication infrastructure.

Configuration Management

Configuration Management handles the configuration of user accounts, extensions, and voicemail settings, ensuring a smooth onboarding process for new employees.

Device Management and Installation

Device Management and installation are key components of a reliable phone system. Our experts take care of ensuring that all devices, including IP phones and softphones, are properly configured and seamlessly connected to your 3CX system.

Vendor Support

Vendor Support means our team can work closely with the 3CX and hardware vendors, leveraging their expertise and resources to address any issues promptly and efficiently.

Configuration Backups

Configuration Backups are vital to safeguarding your phone system's settings and configurations. Our team ensures regular backups are performed, ensuring that in the event of unexpected disruptions or data loss, your system can be quickly restored to minimize downtime and prevent any potential data loss.

ADVANCED DEVICE MANAGEMENT

Advanced Device Management expands upon basic device management by including patch management, mobile device management (MDM), and device monitoring. It provides comprehensive support, setup, and troubleshooting for a wide range of devices while ensuring regular software updates, enforcing security policies through MDM, and proactive device monitoring.

Patch Management

Patch Management involves timely application of software updates and security patches to address vulnerabilities and enhance device security. It is crucial because regular patching ensures that devices are equipped with the latest security measures, minimizing the risk of cyber threats, data breaches, and unauthorized access. We implement policies to ensure that devices receive regular and timely patches, providing enhanced security and compliance with industry standards.

Mobile Device Management (MDM)

Mobile Device Management (MDM) is a specialized service that centers around the administration, configuration, and security management of mobile devices, including Windows, Android, and iOS devices. We implement stringent device control standards as part of our mobile device management service to ensure devices are adequately protected. This includes the enforcement of screen lock policies, mobile phone pin policies, and application control policies. By establishing and enforcing these standards, we ensure that devices adhere to strict security measures, reducing the risk of unauthorized access, data breaches, and potential security threats. These measures serve to safeguard sensitive information and maintain a secure device environment, providing peace of mind and enhanced protection for our clients' valuable assets.

Device Monitoring

Device Monitoring incorporates monitoring capabilities, allowing for proactive tracking of device performance, identifying potential issues, and taking prompt corrective measures to ensure uninterrupted operation. We proactively monitor various aspects of device compliance, such as device PIN usage, device encryption status, and device operating system (OS) version, verifying that they are correctly configured and meet the required organizational standards. By closely monitoring device settings, configurations, and adherence to security protocols, we can promptly identify any deviations and take appropriate actions to maintain a secure and compliant device environment.

OUT-OF-HOURS SUPPORT

Our Advanced Out of Hours Support solution is designed to manage, maintain, and provide support for systems and high-priority tickets beyond core business hours. With our round-the-clock monitoring and dedicated team, we ensure that your critical systems are continuously safeguarded, even when your organisation is not actively operating.

Out of Hours Support

Out of Hours Support means we are on standby 24/7, ready to respond swiftly to any issues that may arise outside of your regular business hours. Whether it's a critical incident or a high-priority ticket, we understand the importance of resolving these matters promptly and efficiently to minimize any potential disruptions to your operations.

Out of Hours Work

Out of Hours Work package includes any necessary out of hours work required to safeguard your systems during business hours. This means that we take care of essential maintenance, upgrades, and configuration tasks that would normally impact your operations if performed during peak business hours. By conducting these activities outside of your core business hours, we minimize the risk of disruptions, allowing your teams to focus on their work without interruptions.

ADVANCED SECURITY MANAGEMENT

Advanced security management refers to the comprehensive approach adopted by businesses to protect their digital assets and sensitive information. It involves the implementation of robust strategies, technologies, and practices to ensure the security of various elements, including endpoint security, 365 email security, and user account security.

Advanced security management is important for businesses as it helps protect valuable digital assets and sensitive information, such as customer data, trade secrets, and intellectual property. Preventing data breaches and unauthorised access not only preserves the organisation's reputation but also ensures compliance with data protection regulations.

Moreover, advanced security management enables organisations to mitigate the financial and operational impacts of security incidents. By proactively detecting and responding to threats, organisations can minimise downtime, prevent loss of data, and reduce the costs associated with remediation and recovery.

Equinoxx Advanced Security Management provides a comprehensive range of services to ensure robust protection for your organisation. Our services include:

Endpoint Security

Endpoint Security is a critical component of advanced security management. It focuses on securing end-user devices such as laptops, desktops, smartphones, and tablets. By employing measures such as antivirus software, firewalls, and encryption, endpoint security helps defend against malware, unauthorized access, and data breaches originating from these devices. It ensures that each device connected to the network is protected, minimizing the risk of a security compromise.

365 Email Security

365 Email Security is another essential aspect of advanced security management. As businesses heavily rely on email communication, protecting their email systems from threats such as phishing attacks, malware attachments, and unauthorized access becomes crucial. Implementing strong email security measures, such as spam filters, email encryption, and multi-factor authentication, helps mitigate risks and safeguard sensitive information transmitted through email.

Web Filtering

Web Filtering is an essential security measure as it helps organizations enforce acceptable use policies, protect against malware and phishing attacks, prevent access to inappropriate or harmful content, and enhance productivity by minimizing distractions caused by non-work-related websites.

User Account Security

User Account Security plays a significant role in advanced security management. It involves securing user accounts and access to critical systems and data within the organization. By implementing strong password policies, enforcing multi-factor authentication, and regularly monitoring and managing user access rights, businesses can significantly reduce the risk of unauthorized access, data breaches, and insider threats. User account security ensures that only authorized individuals have access to sensitive information and resources, bolstering overall security posture.

Security Configuration Changes

Security Configuration Changes ensure that your organization adheres to the established IT security standards and policies, ensuring a consistent and robust security posture throughout your operations.

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Infrastructure & Disaster Recovery

Equinoxx Infrastructure and DR is a solutions designed to address your server hosting, backup, and replication needs. We can offer hosting in either on-premises, private data centre or a cloud hosted solution. Equinoxx hosting offers a seamless and robust infrastructure to ensure the security and availability of your critical applications and data.

HOSTED SERVERS

Equinoxx Hosted Solution offers a range of virtual machine and storage hosting options tailored to meet different business needs. Whether you require a standard virtual machine for non-critical tasks or a premium virtual machine for high-spec and business-critical services, Equinoxx provides a flexible and reliable infrastructure to support your operations. Additionally, we offer a robust data storage solution for large offsite file storage, ensuring your data remains secure and accessible.

Standard Virtual Machine Hosting

Standard Virtual Machine hosting is designed for non-critical tasks and applications that do not require additional backup or replication features. It provides a cost-effective solution for running virtual machines without the added complexity and expenses of advanced data protection.

Premium Virtual Machine Hosting

Premium Virtual Machine hosting is designed for high-spec and business-critical services that require additional features such as backup and replication. It offers advanced capabilities to safeguard your data and ensure high availability of your applications.

Data Storage

Data Storage is a solution for large offsite file storage, allowing you to securely store and access your files and data remotely. The Equinoxx data storage solution provides scalable storage capacity to accommodate your growing data needs.

BACKUP SOLUTIONS

Our Backup and Recovery Solutions offers three robust products designed to ensure the safety and recoverability of your critical data. With a focus on Microsoft 365 environment backup, server OS backup, and server OS replication, Equinoxx provides comprehensive solutions to protect your business-critical assets.

M365 Backup & Recovery

M365 Backup & Recovery solution is specifically designed to safeguard your Microsoft 365 environment, including Email, Teams, Files, and OneDrive. It offers reliable backup and recovery capabilities to protect against data loss, accidental deletions, and malicious attacks.

Server OS Backup

Server OS Backup solution is designed to protect your business-critical servers hosted within your organization by securely backing up the server operating systems to an offsite location. It provides an extra layer of data protection and ensures the recoverability of your servers in the event of hardware failures, disasters, or human errors.

Server OS Replication

Server OS Replication solution provides an additional layer of protection for your critical servers by replicating them offsite. In the event of a failure at your primary site, the replicated servers can be quickly activated, ensuring minimal downtime and uninterrupted operations.

PHONE SYSTEM SOLUTIONS

Phone Hosting Solution offers a cloud-based 3cx phone system designed to provide your organisation with improved uptime, flexibility, and cost savings compared to traditional on-premises phone systems. By hosting your phone system in the cloud, Equinoxx enables seamless communication while eliminating the need for expensive hardware and software licenses.

RESALES

Equinoxx Resales service is designed to simplify the procurement of hardware and software for organisations. With our comprehensive solution, we take care of obtaining and managing software licenses and hardware on behalf of your organisation, allowing you to focus on your core activities.

Procurement

Procurement: We handle the entire process for you. Whether you need Microsoft 365 licences, workstations, mobile devices, or power cables, our team will ensure that they are obtained efficiently and promptly.

Vendor Management

Vendor Management: Dealing with multiple vendors and licence agreements can be time-consuming and complex. Our service simplifies this process by acting as a single point of contact for all your needs. We work closely with trusted vendors to negotiate favourable terms and ensure that your organisation receives the best licensing options available.

Compliance Assurance

Compliance Assurance: Staying compliant with licensing agreements is crucial for avoiding legal and financial risks. Our service includes proactive monitoring and management of licences to ensure ongoing compliance. We keep track of licence renewal dates, usage metrics, and any changes in licensing requirements.

PROJECT DELIVERY

Equinoxx Project Delivery is a comprehensive service provided by our company to help customers efficiently manage and deliver their IT projects. Our service is designed to provide end-to-end project management, ensuring successful execution and smooth handover for ongoing support.

Dedicated Project Manager

Each project is assigned a dedicated project manager who acts as the primary point of contact for the customer. The project manager is responsible for overseeing all aspects of the project, ensuring timely delivery, managing resources, and coordinating with the customer and internal teams.

Lead Engineer

Alongside the project manager, a lead engineer is assigned to each project. The lead engineer is responsible for designing the project implementation plan and ensuring the successful execution of the project.

Pre-Sales Scope

We provide a pre-sales scope where our team collaborates closely with the organization to understand their requirements, objectives, and constraints. This phase helps us define the project scope, timeline, budget, and deliverables in alignment with the customer's expectations.

Project Initiation

Once the pre-sales scope is finalized, we move into the project initiation phase. During this phase, we formalize the project plan, establish communication channels, set up project management tools, and assemble the project team. The project initiation phase ensures a clear understanding of roles, responsibilities, and project governance.

Project Execution

The core of Equinoxx Project Delivery lies in the project execution phase. Our team carries out the work as defined in the project plan, leveraging industry best practices, robust methodologies, and efficient tools. The project manager and lead engineer closely monitor progress, manage risks, and proactively address any issues to ensure smooth execution and timely delivery.

Project Closure

Once the project objectives are achieved, we initiate the project closure phase. This involves formally closing off the project, documenting the final deliverables, and conducting a comprehensive handover to the customer. The project closure phase ensures that all project-related artifacts, such as documentation, source code, and configurations, are handed over to the customer for future reference and support.

Service Desk Handover

After the project closure, we hand over the project documentation and knowledge to our service desk. This enables our service desk team to provide ongoing support and maintenance for the delivered solution. Our service desk acts as a single point of contact for any technical assistance, issue resolution, or system enhancements required by the customer.

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