Mainframe Services: 24x7 Incident Support & Helpdesk

    Mainframe Services24x7 Incident Support & Helpdesk

  • Whatever the problems or issues affecting your mainframe infrastructure and regardless of the vendor products involved, we deliver rapid access to trusted experts through a number of different channels: fast, highly responsive and pragmatic 24/7 mainframe support when you need it.

  • The coverage you need: reliable mainframe expertise on call 24/7/365

    With every client requirement and environment different, the Helpdesk coverage we provide is extremely flexible. We offer a tiered service based on your requirements. Helpdesk services can range from Mainframe Incident Support In Hours, Out of Hours, 24x7, or Help and Guidance only. Each service has a defined set of target response times. Helpdesk services are delivered via: online support via e-mail or our ticketing system (can include telephone support); remote support via VPN; and (in an emergency) on-site presence. Our capabilities are well proven and highly regarded.


    Service options

    With all delivery managed by the RSM Mainframe Incident Support Team, a standard incident support contract provides phone and email access to our technical support experts, ready to deliver support, as required. Covering both IBM and third party software products, this includes call logging, incident and problem analysis, escalation and workaround provision to get your mainframe back into full service fast while permanent fixes are formulated.

    Depending on the coverage and services you choose, support can include:

    Site Survey: a familiarization exercise, documenting the environment

    Service Documentation

    Online Support Options

    Standard Office In Hours (IH) - Incident Support

    Evenings and Weekend Out Of Hours (OOH) - Incident Support

    2nd and 3rd Line Technical Support

    Remote VPN Support

    Mainframe Emergency Onsite Support

    Target Response and Resolution Times

    Call Logging and Incident Management

    Workaround Provision

    Escalation to Fault Resolution

    Monthly Service/Activity Reports

    Rapid access to Mainframe Expertize as a Service

    Rapid access to RSM Virtual Resourcing Service

  • Working for a major UK retailer, we provide 2nd and 3rd line technical support to internal technical teams and the clients IT outsourcing partner, reducing mainframe support costs and delivering a significant value-add through enhanced support services.

    Example Client Engagement

  • Want to find out more?

    To discover how RSM Incident Support & Helpdesk can help your business

    Email our team and request our latest technology discussion paper


  • Download our 24/7 Incident Support datasheet


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  • Find out more about our Assured Skills for IBM Z