Overview
AMC Technology (AMC) offers a Managed Services plan for Premise and Hybrid Deployments to help ensure your DaVinci environment is running smoothly and efficiently. This plan will save both time and money by reducing the effort required for creating purchase orders and being proactive in finding minor issues before they turn into larger production issues.
Managed Services is optional and can be added to your Standard Support Agreement. The plan is constructed to add to our already world-renowned support structure by enhancing our processes and giving you, the customer, the best possible support experience possible.
Managed Services include:
- Server Moves
- Applying License Keys
- Installation and configuration of updates, upgrades and patches (Does not include new servers)
- Migration to different CTI or CRM environments
- Semi-Annual Wellness Checks
- Ongoing Administration Training
A more detailed description of each service is listed below.
Benefits
Reduced workload
We’ll handle the heavy lifting. Your IT staff are busy handling your Email, Network, and Service providers. They don’t need the added stress of handling your AMC solution as well. AMC will be there so your IT staff do not have to spend time updating, upgrading, or adding licenses to the AMC solution.
Reduces risk
Having an experienced AMC professional handling the AMC solution is in your best interest. Get it done right the first time and don’t worry about your solution not performing as it should during those busy call volume spikes.
Proactive
AMC will keep your systems running smoothly. Not only will you have experienced professionals handling your needs, they will proactively check for possible break points before they happen.
Reduces time to engage
No purchase order is required for professional services. Managed Services can be scheduled easily without additional paperwork through our case tracking system.
Services Provided
Upgrades and Updates
Customers already receive software for bug fixes and enhancements through your Standard Support Agreement, but with Managed Services, simply schedule a time with an AMC Success Engineer (SE) to have your DaVinci environment updated and upgraded.
Server Moves
An AMC SE will work with your team to understand the extent of the changes required and determine the best approach for the move. If they determine a new full install is required, you’re covered; the SE will work with you to set up a time to have the implementation of the software completed.
Applying License Keys
Your subscription is due for renewal, and you know your finance team is most likely working with AMC to ensure your licenses don’t expire. Unless you are following the process closely, mishaps happen. With Managed services, your AMC SE is on top of it. They will help push the process along and when the licenses are created, add them to your server.
Migration
If your company decides to move off their current CRM or Channel provider, let us know. AMC has the largest collection of Adapters and Drivers on the market, if you’re moving to a CRM or Channel provider we already work with, we’ll swap out your current with a new Adapter and/or Driver, all covered under Managed Services.
Wellness Checks
AMC SE will schedule semi-annual wellness checks. During this check the AMC SE will look for any areas that may be a threat to your DaVinci Solution running smoothly and report back to the customer with suggestions on improvements.
The check will include the following tasks:
- Check of overall Server health
- CPU, Memory, and Disk Utilization
- Network Latency
- Proactive Review of Logs
- AMC Log Files
- Event Viewer
- IIS Logs
- Server Optimization
- IIS Configuration
- .NET Configuration
- Update to latest version of installed DaVinci Apps
- Report of Findings and Recommendations
Training
Customers can request administration and/or supervisor training throughout the year as employee changes occur. Let us know your requirements and we’ll work with you to schedule your training.
Summary
We believe the benefits of Managed Services is a great addition to your Standard Support Agreement, by saving you both time and money. Managed Services are optional. For those customers that choose not to purchase Managed Services, they can still get services provided though Managed Services by requesting ad-hoc Professional Services.