Key Tasks Performed:

• Support team – Monitoring, L1, L2 and L3 ticket/chat/phone support
• Order provisioning – Server build, Professional services, Installations and Migrations
• Infra support – Responsible for DC Infrastructure resource management (Compute, Storage, Network)

Key Technologies / Products used:

• VMware virtual DC spanned across Dell, super micro and Cisco UCS Hardware
• Hypervisor – VMware
• Cloud computing platform – Openstack
• Storage – Dell EqualLogic, EMC Isilon, Netapp, Qnap
• Network – Cisco switches/routers, ASA firewall, Mikrotik and Fortigate firewalls
• Backups – Acronis, Backup Exec, Veeam B&R
• Disaster recovery solutions – Zerto, Veeam CC.

About our client

Located in Los Angeles, this Tier 3 data center features fully redundant N+1 capabilities. Additionally, the data center provides private, public, and hybrid cloud solutions, specifically tailored to meet the needs of various industries. Moreover, the client’s infrastructure is primarily built on a VMware-based virtual data center, which is further supported by state-of-the-art hardware. Furthermore, the client offers BaaS and DRaaS solutions, while disaster recovery locations are strategically distributed across different geographies to ensure business continuity.

Challenge

About The Client

• Client’s IT support incumbent was under performing
• Client had to spend way too much time managing conflicts
• Productivity was being affected by SLA deviations
• IT incumbent team’s lack of focus on upskilling and internal training
• Client wasn’t able to ramp up the support due to non availability of a skilled resource pool for different job responsibilities

How we helped

ActSupport Case Study: Delivering Seamless IT Support and Infrastructure Management

For over a decade, ActSupport has been delivering Level 3 support and server maintenance services in the web hosting industry. Throughout this time, we have consistently approached every challenge with unwavering dedication and energy. As a result, our clients benefit from reliable, expert support that ensures optimal performance and maximum uptime.

Client Challenge

When our client approached us, we quickly developed a comprehensive solution combining a team of highly skilled, cross-platform technicians with a dedicated account manager. Consequently, the transition phase was executed seamlessly, minimizing disruption and ensuring smooth integration with existing operations.

Our Solution

• Fully Managed IT Services: After thoroughly understanding the client’s requirements, we provided a fully managed IT service solution tailored to their needs.

• Complete Ownership: All ongoing issues, maintenance, and support operations became the responsibility of our team and account manager.

• Comprehensive Support Coverage: We took full ownership of all 1st to 3rd line support, covering phone, ticket/email, and live chat channels.

• Vendor Liaison: Our solution included acting as the main point of contact for all vendors and product support teams on behalf of the client.

• Operational Team Formation: At the end of the transition, we established a fully operational team with internal wings responsible for L2/L3 support operations, order provisioning, and infrastructure management. Additionally, this structure ensured efficient workflows, accountability, and seamless service delivery.

Support Center Operations
Our delivery center in India operates 24×7 to handle all operations and collaborates with the client’s in-house team during business hours. Responsibilities for each wing were drafted in consultation with the client.

Support Team Responsibilities

• L2/L3 Support: The support team manages all tickets, live chats, phone calls, and monitoring. Moreover, the team is highly experienced across different OS and applications running on Linux and Windows, delivering top-tier troubleshooting and customer service.

• Order Provisioning Team: This team provides a personalized experience for clients requiring professional services, guiding each new order from initiation to closure. In addition, their responsibilities include new server builds, installations, migrations, and other critical tasks to ensure seamless service delivery.

• Infrastructure Management: Skilled infrastructure engineers manage both physical and virtual environments, while handling internal projects. Furthermore, they oversee compute, storage, and networking resources and collaborate with the development team on automation initiatives to enhance operational efficiency.

Results

Following the implementation of ActSupport services:

• Customer Satisfaction: Rose to 98.8%.

• Revenue Growth: Increased by 57.5%.

• Ticket Volume Reduction: Decreased by 41%.

• Operational Efficiency: The fully managed IT solution led to higher efficiency across the organization and improved investor experience.

• Autonomy for Client: The client no longer needed to micromanage, as our team could handle virtually any requirement, whether planned or ad-hoc.

• Positive Feedback: Within months, the client received highly positive ratings across multiple support channels.

• Scalable Team: The client was able to scale the team as needed to respond to new business opportunities and incoming orders.

• Cost Savings: By sourcing talent for all requirements internally, the client reduced IT support costs by 35%.

Long-Term Impact
Over the past three years, our relationship has consistently grown across multiple areas, further solidifying ActSupport’s position as the client’s most trusted and reliable IT service provider.