Simac offers three support Service packages. Every Service package includes the following: 

  • Seamless support with a dedicated Service Desk, providing a human first-line contact available in Dutch, French, and English.
  • Robust Security Vulnerability Alerting, keeping your systems safe by identifying and addressing potential threats in real-time
  • A detailed Configuration Management Data Base (CMDB), offering precise tracking and management of your IT assets and configurations

Next to the items that are included, you can find the different services packages below.

Our basic IT service package is designed to provide essential support and management for your IT infrastructure, ensuring smooth operations and timely resolution of issues. The package includes the following key components:
 

  1. Reactive Management of Incidents:
    Swift and effective response to IT incidents as they arise, minimizing downtime and disruption to your business operations.
     
  2. Root Cause Analysis & Problem Resolution:
    Thorough investigation and identification of the underlying causes of recurring incidents, followed by the implementation of permanent solutions to prevent future occurrences.
     
  3. Service Level Reporting:
    Detailed reports on service performance and compliance with agreed service levels, providing transparency and accountability.
     
  4. SLM Level 1 – Monthly Overview of Active Tickets:
    A monthly summary report of all active tickets, giving you an up-to-date view of ongoing issues and their current status.
     
  5. SLM Level 1 – Monthly Overview of Finalized Tickets:
    A monthly summary report of all tickets that have been resolved, ensuring you are informed about the efficiency and effectiveness of the incident resolution process.

Our Advanced Service Package offers a comprehensive approach to managing and optimizing your IT infrastructure. This package includes all of the items in our basic service package, along with a range of proactive and monitoring services designed to enhance the stability, security, and performance of your systems. The package features the following key components:

  1. Monitoring:
    Continuous surveillance of your IT environment to detect and alert on potential issues before they impact your operations. This includes monitoring of system performance, network traffic, and application health to ensure optimal functionality.
     
  2. Proactive Management of Incidents & Events:
    Anticipatory identification and resolution of incidents and events, reducing the likelihood of unplanned downtime. Our team actively monitors and manages your IT systems to address potential problems before they escalate.
     
  3. Update Management:
    Regular and systematic updating of software and systems to ensure you are protected against vulnerabilities and running the latest features. This includes patch management, firmware updates, and application upgrades to maintain security and performance.
     
  4. SLM Level 2 – Monthly Operational Meeting:
    A monthly meeting with your operational team to review the status of your IT services, discuss any issues or improvements, and ensure alignment with your business objectives. This meeting provides an opportunity for strategic planning and operational adjustments.
     
  5. SLM Level 2 – Quarterly Service Level Report:
    A detailed quarterly report that reviews the service levels achieved over the past three months. This report includes analysis of performance metrics, incidents, and resolutions, helping you understand the effectiveness of the IT services and identify areas for improvement.

Our expert IT service package offers the highest level of support and strategic management for your IT infrastructure. This package includes all elements of our basic and advanced service packages, along with additional expert-level services designed to maximize the efficiency, security, and continuity of your IT operations. The package features the following key components:

  1. Service requests:
    Efficient handling and fulfillment of service requests, ensuring that your IT needs are met promptly and accurately. This includes requests for new services, hardware or software installations, and other IT-related assistance.
     
  2. Acces/Identity Management
    Comprehensive management of user access and identities to ensure secure and controlled access to your systems and data. This includes user account creation, role-based access control, password management, and compliance with security policies.
     
  3. Availability Management
    Proactive measures to ensure the availability and reliability of your IT services. This involves monitoring and managing system uptime, performance, and redundancy to minimize downtime and maintain continuous operation.
     
  4. Change & Release Management 
    Structured processes for managing changes and releasing new updates to your IT environment. This ensures that changes are implemented smoothly and without disruption, and that new releases are thoroughly tested and documented.
     
  5. Continuity Management
    Strategies and plans to ensure business continuity in the event of a disaster or significant disruption. This includes disaster recovery planning, backup management, and regular testing of continuity plans to ensure your business can quickly recover and resume operations.
     
  6. SLM Level 3 - Quarterly Strategic Meeting
    A high-level strategic meeting held quarterly with your leadership team to review IT performance, discuss long-term goals, and align IT strategy with business objectives. This meeting focuses on strategic planning, innovation, and continuous improvement of your IT services.
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