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 expertize 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.
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
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
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