Solutions

On Demand Support Services

Atidan has developed a flexible, scalable and on demand support service offering that fits into today’s complex and fast-moving IT and business environments.

Key aspects of our offering:

1. On Demand availability of expert engineering resources who are familiar with your entire solution including dedicated program management.

2. Comprehensive proactive & reactive support, administration and maintenance services.

3. Complete management of the software development lifecycle including Code

Management, Testing & Quality Assurance, Documentation and Change & Release Management.

4. Infrastructure support including Monitoring, Security & Operations.

5. Predictable budgeting through a subscription model along with service levels that you can count on.

Bronze, Silver and Gold Support Offerings

For enterprise clients, Atidan has developed two tiers of our support offering: Gold for mission-critical enterprise applications and infrastructure with 24 hour coverage and Silver for business hour coverage for strategic applications. Bronze support is available for hosted or shared Microsoft technology applications such as hosted SharePoint or Microsoft BPOS Online Services.

All of our support agreements are customized for each and every client engagement and include dedicated program management and proactive support services designed to fit your infrastructure, operational requirements, client/customer/partner applications and budget.

	Bronze For Hosted	Silver	Gold
Coverage Period	8AM – 8PM Eastern X 5	8AM – 8PM Eastern X 5	24 hours X 5
Response Time	2 hours *	1 hour for critical	15 minutes for critical
Support Channels	Email, voice	Email, voice	Online Help Desk Portal, email & voice
Health Check Service	On demand*	Monthly	Bi-weekly
System Monitoring & Maintenance	N/A	On demand	Mission Critical
Technology Architecture / Roadmap	Yearly Review	Twice Yearly Review	Quarterly Review

Third Party Solutions and Tools

Atidan supports a number of best-in-class third party tools and solutions surrounding the Microsoft platform including:

SharePoint Solutions including workflow, search, social networking, etc.
Business Intelligence including reporting and analytics
.NET Custom Applications
SQL Server & Data Warehousing
BizTalk Server and application integration
Office Suite – including SharePoint Designer, Visio, Infopath, Project, etc.
Microsoft Online Services – and Azure Cloud computing
Security and infrastructure
Operational Support & Monitoring

If you already have a solution in place and need better support or if you are looking to meet new business challenges Atidan’s Support Service can help!

Supporting Your Infrastructure

There is no longer a ‘one size fits all’ approach to technology infrastructure. Atidan recognizes the challenges facing our clients to deliver highly reliable, scalable, secure and high performance solutions.

Our support model covers infrastructure hosted within your firewall, located at a dedicated hosting company or living in the cloud. Atidan has partnerships and experience with several leading service providers and we have worked extensively with intranets, extranets and internet sites.

On Demand Support Services

Atidan has developed a flexible, scalable and on demand support service offering that fits into today’s complex and fast-moving IT and business environments.

Bronze, Silver and Gold Support Offerings

Bronze For Hosted

Silver

Gold

Third Party Solutions and Tools

If you already have a solution in place and need better support or if you are looking to meet new business challenges Atidan’s Support Service can help!

Supporting Your Infrastructure