A Managed Service is when a third party (known as a Managed Service Provider or MSP) takes over the management of your all or some of your IT Infrastructure. With Mirus this takes the form of a proactive service, which means we monitor your technology and business to ensure everything is working as it should. Delivered through a Managed Service Agreement, you are able to fix your costs and stick to regular billing cycles, making it simple and easy to take advantage of the benefits of working with an award-winning partner.

Taking on Support from Mirus means you have access to a highly qualified and experienced team of Service Desk Engineers. All members of the Mteam regularly attend approved and certified training courses to ensure that our knowledge remains up to date and ready to deliver for you. With the IT Service Desk at your disposal you gain:

• 24x5 support as standard
• Additionally, you can opt to have a 24x7x365 support, if your business requires it.
• Unlimited access to Telephone, remote and onsite support engineers.
• A team of specialists that know your infrastructure and business inside out.
• No hidden costs - We are all inclusive from problem fixes to new installations of laptops, workstations and other equipment. (Larger projects are charged separately)
• Regular updates to systems to help maintain security and optimal system performance.
• Fixed Service Level Agreements (SLA's) for your core services, ensuring system and business uptime.
• Predictable fixed monthly costs to help with your IT budget planning.
• Automation of standard maintenance tasks, such as Windows updates and Anti-Virus definitions.
• Easy access to expertise and future technology advice as you plan your IT roadmap

Our Client Enablement Process has been developed over hundreds of client set up projects. Drawing on our experiences and the feedback we have received since 2002 you will be provided with all the information and guidance you will need throughout your relationship with Mirus. This is our standard approach to the service and also ensures that both parties have upfront and transparent access to key personnel involved and a template for ongoing client information and communication.

SERVICE TEAM ESTABLISHED

Upon agreement of the scope of work identified in this proposal, key representatives across the Mirus Service Delivery function meet to commence the onboarding process, where a Lead Engineer will be assigned to the client account.

WELCOME DOCUMENTATION

Clients are supplied with their personalised Welcome Documents that detail the ticket logging process, key account personnel, and escalation hierarchies to ensure all eventualities and scenarios that may occur during your IT support services are to hand. We also provide a simplified Ticket Logging Guide that can be shared among your colleagues for easy reference.

ON-SITE CLIENT ENABLEMENT

Your Lead Engineer will be dispatched to spend time on the site to identify and document the current network status. This process will take a number of days (depending on the size of your business and infrastructure).

We have a standard process that guides the engineer through the ‘Enable’ process which includes creating a number of client specific documents and diagrams, such as a high-level network overview, and usernames and passwords for all of the relevant equipment on the site(s)

From the Network Health Check that will have been undertaken on your infrastructure, we will also already have a task list for areas we want to examine or improve.  This work will all be undertaken by the Lead Engineer whilst the Enable takes place.

KNOWLEDGE DATABASE

Mirus utilises IT Glue as our Information Database and knowledge hub. Collected client information will be stored centrally and to ensure rapid access to relevant information without compromising security.

The Lead Engineer will present client documentation to Service Desk tiers so that there is a uniform understanding of the client information across teams and engineer tiers.

SERVICE REVIEW

Your Client Manager will schedule periodical Service Reviews (monthly or quarterly) with your team to check we are delivering against your expectations and work with you to understand the future direction of the company to ensure IT enables and supports these plans.

Generally, a Managed Service is billed based on the size of your infrastructure and how many users require support. Every business is different, and as such our bespoke services are billed based on your requirements.

Absolutely, in fact, many of our clients have an existing IT team/person in-house driving the development and use of IT in the business. Simply through using Mirus as your MSP, your internal IT will be given more freedom to work on developing your business with the knowledge that any problems will be looked after for them.

Since 2002 we have delivered successful IT Support and Services into hundreds of client organisations. Over that time we have built up an extensive knowledge and best practice that we know ensures your IT is available, secure and able to scale with your business demands. Our health-check services are a solid starting point for identifying how we can support your business, and more importantly any particular tasks that may need addressing. We provide you with a detailed report highlighting any mission-critical tasks that would need to be completed. Typical things we have identified for clients are security concerns, such as unsupported systems, out of date software and potentially leaked user credentials for sale on the dark web, through to business continuity risks including Backups that are not working and single points of failure in network infrastructure.

As a service driven company with a real focus on client satisfaction, our first measure of success is your happiness. We measure this by maintaining a close relationship with you through your assigned account manager and through our feedback system.  Below are some of the other measures we use to maintain our award-winning level of service:

• Client Satisfaction Scores (CSAT'S) are vital for measuring our effectiveness as your chosen MSP. After all, the best judge of our service is you and we have a very simple feedback solution called CrewHu that allows you to feedback to Mirus upon completion of any logged tickets. Through gamification, we reward our service engineers if they have made you happy with the service you have received. 
• Reactive Hours per Endpoint Per Month (RHEM) is measured to make sure we are always driving improvements in our service delivery effectiveness. RHEM simply measures how many reactive hours we are putting in to maintain your business systems. If your RHEM score is low it means we have deployed a robust solution that is not creating problems for end users or the business.
• Recorded ticketing systems are deployed across our help desk and service delivery teams. This allows us to measure not only the number of tickets we receive, but to identify if we are maintaining your SLA and should any trends appear in the tickets we can proactively decide on a course of action to resolve a problem before it becomes a larger issue for the business.