FlexiAssist

Support for Lotus Domino/Notes Infrastructure

The FlexiAssist Scheme from InfoSys Limited is a fixed price annual arrangement, which is designed to complement your own IT skills and resources, by providing a specialist solution to support and manage your Lotus Domino/Notes implementation.

The scheme offers regular remote monitoring and maintenance of your Domino environment to ensure that your messaging and collaboration platform is reliable and performs at its best. There is also a Service Level Agreement in place for reactive second-line support, covering technical failures and problem resolution. This extends to on-site assistance if a problem cannot be resolved remotely.

FlexiAssist is designed to offer an escalation route for your company’s own resources, providing greater levels of expertise, knowledge and experience than is normally possible for an internal IT organisation.

The key features of FlexiAssist are:

• A weekly proactive dial-in with a check on key Domino server functionality including mail routing, scheduled replication, back up/virus protection and disk space/CPU usage.
• A monthly proactive dial-in to check the status of IBM/Lotus fix packs.
• Remote reactive support and problem resolution provided by IBM qualified technicians who are always available.
• Initial response provided within 15 minutes of support calls being logged with the helpdesk.
• On-site support assistance within 8 hours for emergency (business critical failures) that cannot be resolved remotely by telephone or dial-in.
• A bi-annual review with an account manager and/or support manager.
• Monthly reports including information on disk space usage, size of mail files, and the size of specified application databases.