Specializations › IT Outsourcing of Service and Technical Support

Outsourcing is a method of enterprises activity optimization by means of concentrating on key business processes and delegating non-core functions to external specialized companies.  

IT Outsourcing is delegation of functions of IT infrastructure development and maintenance or some of its parts to a specialized integrator company.

IT Outsourcing Peculiarities from VERNA Company  

  • Service support of regional and geographically distributed enterprises throughout the territory of Ukraine;
  • Integrated technical service support, 10 customer requests weekly;
  • Parameters of service quality are stipulated in Service Level Agreement;
  • Clear pricing model with fixed end cost; 
  • Distinct financial liability for performance of contract provisions;
  • Developed network of 40 service partners within the territory of Ukraine;
  • Service and technical support experience of more than 100 Ukrainian and foreign companies;
  • 52 000 workstations and peripheral units for technical support;
  • 12 800 servers for service maintenance.

IT Outsourcing Agreement with VERNA Company enables to:

  • Reduce expenses on the enterprise IT infrastructure maintenance and make them predictable;
  • Optimize investments in IT for IT infrastructure introduction, maintenance and upgrade;
  • Ensure stable performance of IT systems irrespective from  IT staff turnover;
  • Pay for competence of expensive specialists only to the extant of actually provided  services with required quality;
  • Reduce risk of critically important data loss;
  • Concentrate company resources on the core business.

Quality Parameters Stipulated in Service Level Agreement

Service Level Agreement (SLA) is developed individually for each customer in regard of the order type. Purpose of SLA is to give qualitative and quantitative description of provided services both from provider’s and customer’s point of view. Most of SLA include specific requirements, clauses and exceptions, which wholly depend on the Contract.  Typical SLA model include following parts: definition of a provided service, terms of Agreement; dates and time when the service is to be provided, including testing, support and upgrade; description of provided services; parties liabilities while using service; dispute settlement procedure, remedy scheme, indexes of declared reliability and platforms performance, channels and network equipment.  

 

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