Managed IT Services
With 4 years in IT, Rotech can become your trusted partner to monitor, troubleshoot and evolve all (or any) components of IT infrastructure. We keep the process and costs transparent by documenting the service scope and KPIs in an SLA.
Managed IT services are a way to keep your IT infrastructure and applications stable, cost-effective, and relevant to evolving business needs.
How We Make Our Cooperation Comfortable and Risk-Free
Flexible cooperation models
Rotech is a full-service MSP provider — we can take care of all types of IT operations within your company. Also, we support co-managed cooperation and can share responsibilities with your internal IT infrastructure department or other IT services vendors.
SLA-based service delivery
We ensure the service transparency and create trust by documenting and signing an SLA describing the services that will be delivered, the terms, and the KPIs.
24/7 availability and fast responsiveness
We will be on guard of your infrastructure health round the clock. Commonly, we need max 8 hours to make urgent fixes and 1 day – 2 weeks to deliver new functionality.
Smooth communication
According to your individual preferences, we agree on the best ways and frequency of our communication (tools, level of detail, timing). If your team is non-English-speaking, we are likely to provide a contact person for your language..
Knowledge transfer and comprehensive documentation
When working in the co-managed cooperation mode, we organize the transfer of knowledge to your architects, developers, testers, DevOps engineers, IT support specialists, database administrators, and security administrators.
Guaranteed quality and data security
Delivering managed IT services, we rely on our quality-first approach to make sure you derive most value from cooperation with Rotech. Your data stays safe on our side due to our ISO 27001-certified mature information security management based on our security policies and processes, advanced technologies and skilled professionals.
Managed IT Services Rotech Delivers
We plan a scope of managed services individually for each client.
- L1 help desk – resolution of basic user issues.
- L2 help desk – resolution of complex technical and basic infrastructure issues and requests.
- L3 help desk – resolution of app issues on the code level, advanced infrastructure-related problems and requests.
- Analysis of the IT infrastructure state with the focus on scalability, operational efficiency, and security.
- IT infrastructure optimization roadmap with tactical solutions to identified problems.
- Configuration of tools for infrastructure monitoring and alerting (we commonly opt for Prometheus or Nagios).
- Reporting on the availability, uptime and response time of every infrastructure node.
- Troubleshooting to maintain infrastructure productivity.
- User administration, regular software configuration and updates.
- Management of servers, network, cloud and on-premises data centers, and cloud services.
- Virtual desktop administration.
- Regular compliance review reporting.
- Vulnerability management.
- AWS, Azure and multi-cloud infrastructure management.
- Deployment of cloud infrastructures.
- Applications and data migration to the cloud.
- Cloud monitoring and optimization.
- Application monitoring with a focus on critical metrics, like application availability and response time.
- Application troubleshooting.
- Application modernization (including application re-engineering, re-architecting, redesign).
- Application evolution with continuous delivery of new features and design experiments.
- Deployment of CI/CD pipeline.
- Implementation of a containerization strategy (based on Kubernetes or Apache Mesos).
- Implementation of test automation.
- Design of an automated monitoring solution.
Who Needs Managed IT Services?
The obvious answer would be any company without an in-house IT team that still needs to guarantee the smooth functioning of its IT infrastructure. But it doesn’t mean you can’t benefit from working with an MSP even if you have full-time or part-time IT experts. The beauty of managed IT services is flexibility and on-demand scalability. You can outsource only one IT direction (say, help desk or DevOps) or even a single role that’s missing from your team. At Rotech, we have plenty of experience working on split-responsibility projects where our experts collaborate with the client’s IT team or other MSPs.
One Team for All Your IT Tasks
A managed IT services provider (MSP) is a third-party company that manages your IT infrastructure and software under the SLA. An MSP for companies with complex and dynamic infrastructures, Rotech can take care of all your IT components within a range of services from daily monitoring and management to long-term optimization and evolution.
IT components we manage
* We outline a sample set of IT components as it will be individual for each company’s infrastructure and IT assets.
Hardware
- Desktops
- Laptops
- Mobile devices
- IoT devices
Software
- Custom applications
- SaaS applications
- Cloud applications
- Switches
- Routers
- Wireless access points
- Modems
- Hubs
- Servers
- Virtual private networks (VPNs)
- Content delivery networks (CDNs)
Data storage
- Databases
- Data warehouses
- Data lakes
- Cloud data storage
- Infrastructure as a Service (IaaS)
- Platform as a Service (PaaS)
- Virtual machines
- Containers
- Serverless computing platforms
- Load balancers
- Auto-scaling groups
- Cloud storage services (object, block, file)
- Cloud networking services
- Firewalls
- SIEM
- IAM
- Network security monitoring tools
- Antivirus
- Cloud security tools
- Encryption tools
- Development and testing environments
- CI/CD pipeline
- Containerization tools
- Dependency management systems
- Version control systems
- Infrastructure as Code (IaC) tools
- Monitoring and logging tools
Cloud management and orchestration
- Cloud management platforms
- Multi-cloud management tools
- Cloud cost optimization tools
- Cloud governance and compliance tools
Benefits of Hiring a Mature MSP
Likely, you don’t need a large team of full-time IT specialists to manage your infrastructure. With an MSP, you pay only for the actual work done and can easily scale the team without the lengthy hiring process.
Depending on your needs, Rotech gives you instant access to a broad pool of IT experts equipped to solve your unique problem, be it software defects or security vulnerabilities.
Round-the-clock support
Rotech provides teams that cover different time zones, night shifts, or holidays to ensure reliable support regardless of the date or time of day.
Uninterrupted services
A mature MSP will take full responsibility for uninterrupted service delivery, meaning the work doesn’t halt if an employee calls in sick – an MSP will quickly provide a substitute.
Flexible Pricing for IT Management Services
Per-ticket pricing
Best for: L1, L2 support, security management.
At the start of cooperation, we define the ticket cost, and you get charged based on the volume of incidents we resolve monthly.
Fixed monthly fee
Best for: L3 support (defect fixes, advanced app and infrastructure issues and requests), security management.
You pay in advance at a reduced hourly rate for a bunch of hours during which we deliver continuous support.
Time & Material (hourly billing with a cap)
Best for: Evolution of applications and/or IT infrastructure components (introducing substantial changes or adding new functionality)
You receive the end-of-the-month invoice based on the hours or efforts reported per month.
Mixed model (e.g., fixed monthly fee + T&M)
Best for: long-term cooperation entailing miscellaneous services.
You can combine different pricing models best fitting the required activities comprising your service suite.
