Bramley Health were using another provider for their managed hosted desktop solution who provided this service with a full support package. They had many problems with the level of support as it was very hit and miss when they phoned up, and most of the time the provider stated that they did not provide support for that particular issue, even when this was not the case. The provider was very slow in responding to IT support queries, and a lot of the time they did not understand the system and didn’t get back to them with a solution to their query. The provider also supplied their Network Solution so when Brit Hosting started the process of on boarding the client, we worked closely with a new network provider to design and project manage the new connections.
Brit Hosting also worked closely with the old Hosted Desktop provider to ensure that all the necessary information was collated and that the migration was seamless.
Once all the necessary connections were in place we agreed an on boarding weekend to reduce the downtime of the system. During the weekend, we copied across all the data and tested the system ready for the go live date on the Monday.
During the weekend we arranged for engineers to attend the sites to reconfigure the clients and move the site onto the new connections ready for the Monday morning.
On the go live day our engineers were available at the sites, as well as on the phone to ensure that everyone could log in, and that any problems were quickly resolved.
Once the data was moved across to Brit Hosting, all support staff were fully trained on the system and the dedicated account manager deals with queries, meaning they are resolved quickly. In the unusual event that a problem isn’t fixed immediately, we communicate with regular updates keeping everyone informed.