Appnovation's osCaddie Managed Services offers a custom-built portal that provides customers with a rapid escalation process which allows users to instantly escalate a support case to our success management team. This feature has allowed us to achieve just over 98% "excellent" (5/5) rating from our support customers. Customers receive pre-support services, unlimited basic support services, and bonus expert hours! To help price your current set up, please contact us today!
Tickets from support staff / IT, not from end users
Repairs related to any issue caused by work performed by anon-Appnovation employee
Site is hosted on Linux
All software and technologies is licensed and maintains a vendor support plan, at the site client's expense
Site uses Wordpress, Drupal, MuleSoft, Alfresco and/or HTML 5
OS, CMS, and application software within 2 minor versions of current.
Site is accessible and documentation exists for support
Client is maintaining infrastructure, and has a current site back-up
Does Not Include
Networking or Software (or software upgrades)
External consultants / Skill sets outside of Appnovation
Vendor subscriptions or service agreements
Available disk space and software for back-ups
Service / Term & Description
Application Support - Patching and updating of application (Drupal, MuleSoft, Alfresco, Hadoop, MongoDB, etc.)
Architecture Review - Report of present architecture configuration and deployment and recommendations for remedial or development work to ensure best practice operational efficiency.
Automated Systems Monitoring - Proactive system monitoring performed to alert the Managed Services team of any incident.
Emergency Phone Support - 24/7/365 phone support for "Priority 0" (P0) critical incident only.
Expert Hours - Additional resources made available for out of scope assistance. Quick access to Subject Matter Expert (SME).
Infrastructure Support - 24X7 support for systems and environment via a single online portal for reporting issues.
Managed Services Team - Pool: Could be any individual from the Managed Services Team. MS Subscription Manager: Intermediate level manager similar to Project Manager. Senior MS Subscription Manager: Senior level staff member dedicated to your account.
Mean Time To Repair (MTTR) - Mean Time To Repair is the average time required to repair a failed component or device.
On Boarding - Analysis and review of the infrastructure of applications the osCaddie service will be supporting. This work will be estimated and billed for before the subscription can begin. Please note that additional work may be required to bring infrastructure and/or applications up to an acceptable state for support.
osCaddie Portal - ITIL compliant Service Desk and information system.
Security Scanning & Review - Regularly scheduled scanning of infrastructure, application or services delivered, for security fixes or bugs.
Virtual Chief Web Officer (VCWO) -Specialized appointed individual in charge of all web activity dedicated to your account.
Four Subscription Pricing Options
osCaddie Managed Services offers four different levels of service subscriptions. Corresponding pricing is designed to fit businesses of all sizes when it comes to support and maintenance. Check out the differences and decide what level of service your entity needs.
Proven Support Delivery
Leveraging our extensive multi-industry expertise, experience across multiple open technologies and exceptional internal talent and resources, we have a long list of customers and distinguished record of service supporting companies and organizations alike.
Support & Maintenance Experts
Not only are we the best ones to call when you need help, we also are there to proactively make sure those "help" calls are significantly diminished from ever happening in the first place. We are certified in a ton of technologies and have experience and expertise working with even more across a variety of situations and urgency levels.
Dedicated Lines of Communication
We give you complete visibility from day one of your Managed Services engagement, provide a single point of contact and offer 24/7/365 access to both our osCaddie support portal AND an emergency support line staffed by a dedicated support team.
Customer Satisfaction Achieved
We take customer satisfaction seriously, providing you a dedicated account manager and project manager to make sure all aspects of your engagement with us run smoothly. We ask you to tell us how we did at the end of your project, and the results go directly to our CEO.
Brands That Trust Us & Why Customers Choose Appnovation’s osCaddie MS
Achieved just over 98% "excellent" (5/5) rating from current support customers
Annual subscription based pricing model for support and maintenance services
Clients can be hosted anywhere, internal or external
Dedicated customer support portal with 24/7/365 access
Emergency support capabilities 24/7/365 with dedicated expert staff
Full suite of support and maintenance services offerings
Multi-disciplinary team of experts certified & experienced in a plethora of techs
Proven track record of successfully providing support and maintenance
Single point of contact for continued operational support and maintenance
Appnovation's osCaddie Managed Services are ready to handle your business or organization's support and maintenance needs. When it comes to technology environments and the systems and application within, our experts have seen and worked with it all across a variety of situations representing every major industry vertical. Having already achieved extremely high customer service ratings from current clients, there is no reason not to take the first step and contact us today to see what osCaddie MS can do for your entity.