Managed Services, Help Desk, Software Release Management, Activty Reports, MACs, Managed IT Services

Managed Services Program

Managed Services is the practice of transferring day-to-day related management responsibility as a strategic method to improve effective and efficient operations, with reduced overall costs. Managed Services ensure a fixed monthly cost devoted to your communication systems, which allows for financial management and planning. Without a fixed budget, proper management can become very expensive, very quickly. Outsourcing on a fixed basis can mitigate risk, and save money. Carousel has a wide variety of Managed Services - we can tailor the perfect fit for your needs.

Carousel Managed Services Program Portfolio.

Help Desk

Helpdesk provides answers to general usability or software application-specific questions from your end users. Our staff will provide advice on best practices, provide or clarify Avaya documentation, and enhance customer understanding of the use, features and programming of Avaya supported Products. Voice Mail password resets are also included in Help Desk Support.

Single Point of Contact (SPOC)

SPOC provides you a designated customer service team that is familiar with your business in order to provide you fast and personalized service. SPOC provides you a team that knows your systems, your network, your staff and your expectations. Maintenance issues are managed to ensure that each case is handled efficiently and effectively.

Software Release Management (SRM)

SRM reduces the total cost of support by eliminating the time spent by customer’s internal resources to manage the update process. SRM provides a solution for Carousel expertise to proactively identify, assess, and implement recommended updates that maximize performance of applications and minimize the risk of potential service disruptions.

Activity Reports

Activity reporting provides comprehensive detailed reports on all service activity, including break/fix and/or MAC tickets, designated by location. Reports include data such as ticket opened date, work requested, work performed, and ticket completed date.

Moves, Adds and Changes (MACs)

Unlimited MACs reduces costs and eliminates “per incident” vendor invoices for moves, adds and changes. This service provides delivery of unlimited remote software MACs and onsite hardware MACs that are currently performed by internal staff or outsourced on a T&M basis.

Vendor Agency

Agency provides you a centralized point of contact for trouble reporting and resolution of network, facilities, telco carriers, and 3rd party applications. We’ll be one number for you to call and we will case manage your vendors and report back to you.

Backup Storage

Data Backup Storage from Carousel can help you implement enterprise-wide disaster recovery routines with minimal cost and efforts. Carousel provides a uniform process, available 24X7, for the storage and retrieval of critical backup files. In the event of serious system failure, the most recent backup file may be quickly retrieved from an encrypted, password-protected web portal and uploaded to your system - restoring service in just minutes.

Data Backup Storage program is only available for Avaya Version 13 or higher.

Security Audit

Security Audit is an annual consultative system audit that identifies every conceivable "hole" or weak spot in your PBX and Mail Systems. The Carousel Security Audit also analyzes your data against manufacturer security best practices AND provides specific solutions that you can implement today to prevent future security breaches and costly toll fraud. No additional engineering support is required - everything is presented in jargon-free, customer-friendly language that both casual users and novice technicians can work with.