IT Managed Service Provision- Fresh Mango BVI

Managed Service Provision from Fresh Mango Technologies is like having your own IT technician available, at a fraction of the cost! With an extensive pool of technicians to draw upon we have extensive and up-to-the-minute knowledge of all matters IT.

Our clients all benefit from improved efficiency thanks to our proactive IT system management, allowing clients to be more productive and to focus on their business, not trying to fix IT problems.

Factoring in the improvements brought by our active IT management (and 24/7 Tickit help desk), our clients save money when they engage us for Managed Services Provision.

Managed Service Provision (MSP) clients receive access to our customer portal and a guaranteed response time of 4 hours.

About our Managed Service Provision Plan

Our Managed Service Provision (MSP) support plan is designed to provide proactive management of your IT systems. We become your IT support provider, performing regular maintenance checks and monitoring so that your IT systems are maintained at optimal efficiency. It includes for the provision of both remote support and onsite support, as well as support for any issues you raise.

Service	MSP Support Plan Summary
Maximum Response Time	4 hours
Telephone Tickit Logging	✓
Email Tickit Logging	✓
Customer Portal Login	✓
Tickit Logging Portal	✓
Remote Support	✓
On-Site Support	✓
Remote Server Health Checks	Monthly
On-Site Server Physical Checks	Quarterly
Backup Monitoring*	Monthly
Backup Testing*	Monthly
Active Connection Monitoring	✓
Telephone Technician Support	✓
Desktop/User Assistance	✓
Desktop/Laptop Health Checks	Annual
* If a Fresh Mango backup solution is deployed

Response Times and Cover

Our offering has a guaranteed response time of 4 working hours with support desk access available during standard office hours and online support ticketing available 24/7.

As well as being there for you in the event of a problem, we also actively monitor and update your computer systems. This active support is unobtrusive but vital to ensure your IT systems are running at optimal levels.

With IT support from Fresh Mango, your systems are in the best hands. You will always have a point of contact either via the phone or our unique TickIt system, JIM. All work is carefully logged and assigned as soon as a requirement is raised, available 24/7. You can raise a TickIt in JIM at https://support.freshmango.com/customer/login.

Evening Cover

Our support ticketing system allows for Tickit creation by customers 24/7. Furthermore, if you raise a ticket with a ‘Critical’ status, every member of staff at Fresh mango receives a text message and an e-mail. Out-of-hours you can also leave a voice mail on our support number, which is emailed to every member of staff.

Thanks to our sister company (CCS 2000) based in the United Kingdom, remote support is available to customers in the BVI as early as 5AM. Technicians in all offices (UK and the Caribbean) can all provide remote assistance and have remote access to assist when required.

Weekend Cover

For urgent issues weekend cover is usually available (out of hours callouts do incur an additional cost, this is to allow us to reward employees, facilitating the service).  In an emergency, the Fresh Mango ticketing system can be used to report the issue (it can even be raised on a mobile device if you don’t have internet availability).

Contact Fresh Mango today to find out how we can improve your business with our IT Managed Service Provision plan.