Computer Consultants
On Premises and Remote Services in Dublin
Firstly, we sell computers, we install, network, image repair and restore.
Get anti-virus products and full Microsoft Office 365 suite. And to clarify keep all of your data on premises or have cloud.
Secondly we provide computer services for all industry types and all company sizes importantly with computer security.
In conclusion we provide computer networks with high performance and scalability.
- We sell, supply install and Fit
- Computers, laptops and printers
- Antivirus products
- Servers & Networks
- Security Products
- Azure & AWS Cloud
In conclusion you have full control of your data & cloud.
Computer Sales
Thirdly we stock and sell laptops, pc’s, tablets and Microsoft surface devices. Most importantly Get Dell, HP and Toshiba with next day delivery. We do Office 365 and antivirus products from Symantec and others.
Antivirus
Symantec Endpoint Protection is a cybersecurity defense suite specifically designed for needs of your business.
In short the features include antivirus, antispyware and a firewall to protect laptops, desktops and file servers from online threats and hackers.
Internet Security
Lastly, we are a well-respected internet security firm. We supply products and internet security suites certainly from many vendors to include Symantec, Bit Defender, Kaspersky, Trend Micro, We do many others.
IT Service Provider
To sum up we are an IT service provider. We deliver secure IT infrastructure and Application solutions.We provide ongoing IT support through our managed IT services.
Cloud First’s team supports our clients nationwide.
Importantly get a fully Managed Service from a fully Outsourced IT provider.
Cloud & On Premises Service Management
Our Microsoft Azure Service Desk support our customers Office 365 and Azure platforms.
We use key Microsoft insights to optimise and ensure your systems are secure, optimized and best performance. We fully manage Office 365 user licensing and Microsoft Azure, and computer software licenses. Our Azure Service Desk can deal with On Premises Hardware Issues and Offer Full IT Support.
That is to say, our IT service management is simply how we manage the end-to-end delivery of IT services to customers. We support AWS customers similarly.
To sum up these includes all the processes and activities to design, create, deliver, and support IT services.
- Firstly, All Incident resolution and problem management is logged.
- Secondly our Service Desk tracks this in our trouble ticketing system.
- Thirdly, When a call is logged or an alert occurs, the Service Desk will generate a fault ticket for each class problem.
For example, each Azure Support ticket will be issued with a Priority grading – critical to low. The priority grading of a ticket may be changed while open as the impact of the incident or problem changes.
Moreover, Azure and AWS KPI data will be made available to our customers within six (6) business days after the last day of the monthly measurement period. For example the Minimum Service Level is the threshold level under which the Service is deemed to have a negative impact on the contractual relationship between the Parties.
Cloud IT Runbooks
To sum up , these document provides an overall understanding of our customers Microsoft Office 365 and Azure Infrastructure. For example they detail the components in the as built environment and the settings used in its configuration to assist our Microsoft Azure Support teams
Service Levels
For example
Response Time taken to respond to the initial support request logged with Cloud First Company service desk
Escalation Moreover, the time taken by the assigned engineer before escalation for resolution
Resolution That is to say, the time taken to resolve the support request logged with Cloud First Company service desk. certainly this excludes any time while awaiting response from the Client or a third party outside of the control of Cloud First Company.
Hours Calculated against Working Hours except in the case of Priority 1 calls
| Call Priority | Response | Escalation | Resolution |
| Priority 1 | 0.5 hour | 1 hours | 4 hours |
| Priority 2 | 2 hours | 8 hours | 8 hours |
| Priority 3 | 4 hours | 12 hours | 24 hours |
| Priority 4 | 24 hours | Agreed Plan | Agreed Plan |
Priority of a Service Request
For example
| Priority | Description |
| Priority 1 Critical | Firstly, the support request is high impacting and needs to be addressed immediately, For example- system/application outage where more than 50% of the users of that system/application are affected |
| Priority 2 High | That is to say the support request is high impacting having a significant impact upon users or service, For example-system/application is operational at a lowered capacity than normal where all users of that system/application may be affected |
| Priority 3 Medium | That is to say, Support request is low impacting and is a general support request, For example- to reset a password, to provide standard IT services or support for a single user. These support requests will be most common where service is not interrupted or unavailable. |
| Priority 4 Low | In other words-Priority 4 calls have no user/system impact. for instance they are generally requests for information or advice. |
Service Level Targets
Above all, we will provide the Services so as to meet or exceed the Target Service Levels and the Key Performance Indicators (KPIs) set out below.
Importantly, for example all changes requests are managed via the customer change control policy.
Above all, the service desk remote monitoring and management tool enables a proactive monitoring and management in real-time.
Meanwhile, with network monitoring, Cloud First Companycan discover, manage and control mission-critical devices in our internal infrastructure through powerful monitors, corrective actions and scripts. In conclusion this allows Cloud First Company to identify and resolve potential issues before they impact your organisation.
Azure Reporting
In short, we will provide report to outline the level of service for the month and as a result will call out any incidents that have occurred over the month.
Azure Backups
This will ensure, for instance that data backup is a complete backup. As part of the on-boarding process, the Our Customer Team and the Customers Tech Op’s will agree the necessary backup frequencies. To clarify retention periods and a responsibility matrix in respect of backups.
Microsoft Cloud Team :
In conclusion, it is essential for full support and service management of each Our Customer Team that we have a list of each Teams business processes. We will classify each process from P1 (priority 1) to P4. This will ensure the best support and escalation for BAU Incident, For example Service Request & Change Control to include Normal, Standard & Emergency Change described below.
Normal change
A change that certainly follows all of the steps of the change process.
Standard change
To sum up, a pre-approved change that is low risk, relatively common and follows a procedure or work instruction, For example password reset or provision of standard equipment to a new employee.
