enChoice Managed Services - Mission Critical Support

Mission-Critical Support

Focus your best resources on your strategic Digital Transformation initiatives.

enChoice Managed Services has been providing Mission-Critical support services to Enterprise Content Management and Enterprise Report Management (ECM/ERM) Customers since 1994, with 24x7x365 1-hour response, monitored SLA, and customer satisfaction tracking.

enChoice was the first and one of the largest, top-rated IBM Primary Support Providers (PSP). enChoice Managed Services include a Single Point Of Contact (SPOC) and a systems-level approach to our support (not product level), with problem identification across all system components. We also offer primary and secondary Managed Services Engineers who are required to have in-depth knowledge of your ECM/ERM systems.

enChoice Managed Services maximizes uptime and optimizes service-level agreement (SLA) performance, while freeing up your IT staff to focus on other strategic priorities. Our highly-skilled and certified team provides comprehensive support and administration for your ECM/ERM systems at a fraction of what it costs for experienced full-time staff members. In fact, according to a research study by IDC, companies using managed services for management of day-to-day infrastructure operations reduce costs by as much as 42%.

The key benefits of Mission-Critical Support include:

  • Improving solution availability
  • Providing agile response to evolving business needs
  • Enabling internal resources to focus on new applications and solutions
  • Mitigating risks of resource loss

Your enChoice Mission-Critical Support team is based in North America, with security clearances and the ability to work on both compliance and commercial projects.

Mission-Critical Support Features
Higly trained, US-based and certified staff
Assigned primary/secondary support engineers
24x7x365 "Always On-Call" - one (1) hour response time
Automated ticket tracking & escalation system
Self service web interface
Continuous monitoring of system performance
High customer satisfaction rating - 9.5 out of 10 or better
Single point of contact for all support and administrative issues
Patch management
IBM support ticket management (PMR)
Response & resolution time management

Using MANAGED SERVICES for day-to-day infrastructure operations management can

reduce costs by as much as 42%*

" *Randy Perry & David Tapper, IDC. “The Business Value of Managed Services ”

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