Reactive Emergency Support Hope for the Best, Plan for the Worst
As more and more of your business depends on technology, the more imperative it is that it’s always on, and the greater the impact it has when it’s down. When a production-halting outage cause business interruptions you need someone to call for help. Having an expert perspective or area of expertise can cut hours off of the time to resolution. You need a trusted IT partner who won’t let you down.
PDS can help.
PDS Infrastructure LifeLine services provide you with immediate, 24×7 access to available resources using ITIL-based incident management and world class troubleshooting by accredited miracle-workers. Our certified team will help restore your infrastructure when you need it most. You can rely on PDS to throw you a lifeline when disaster strikes.
For more than 30 years PDS has been helping organizations evolve IT – from ideation to transformation.
IT Managed Services Experts
Free yourself to make the right decisions for your organization. While you’re planning, building and leading, we’ll make sure the tools you’re using are present, accounted for and in perfect working order. PDS manages your environment from top to bottom offering a flexible and scalable solution to meet your organization’s evolving IT Infrastructure needs.
PDS LifeLine service offers you
So how does it work? Your first step is to schedule a Solution Alignment with our friendly and knowledgeable IT Solution Consultants. Give us a tour of your IT architecture and share a few stories of past events. We’ll share some of our best practices. Or, maybe you’re an existing client and this is just another way we can help supplement your organization.
PDS LifeLine support team will validate, triage, and diagnose events where a known configuration item is not performing to its defined level, and returns it to its working state. We also can make minor on-demand configurations changes in response to event, to help prevent future incidents.
LifeLine Service that balances proactive knowledge gathering with reactive support
Access to PDS Technical Teams
- Expert to Expert Support
- Business Hours: Remediation and on-demand Minor Changes
- After Hours: Priority 1 Critical Situations only
- Vendor escalation and engagement is available upon request from the client
- PDS will manage vendor communication in the event of the above request from the client scenario
- 10 hours/month of support effort
- Additional support hours can be consumed at the blended $185 per hour rate.
|PDS Managed IT Core (included in all packages)||Essentials||Professional||Premium|
|24x7x365 Device Monitoring and Alerting||✔||✔||✔|
|Access to PDS Experts for Consultation||✔||✔||✔|
|Asset Inventory of managed items||✔||✔||✔|
|Regular cadence for operation reviews and recommendations||✔||✔||✔|
|Automation Tasks such as server or process restarts, and self-heal scripts||✔||✔||✔|
|Onboarding Workshop to Create Custom Service Desk Procedures||X||✔||✔|
|Alert Triage and Response||X||✔||✔|
|8×5 Expert to Expert Support||X||✔||✔|
|Vendor Engagement and coordination||X||✔||✔|
|Diagnosis and Remediation of incidents and events||X||✔||✔|
PDS 24x7 Service Desk
Augment your managed services with 24×7 help desk support. PDS creates a scalable support model for organizations of all sizes, with an approach that seamlessly and transparently provides quick and easy access to knowledgeable analysts. Our Midwest based, highly skilled team provides a superior experience while allowing your team to focus on more strategic initiatives.
- 24x7x365 Service Desk
- Operates as your Network Operations Center (NOC)
- Provides a path to Expert to Expert support channel