mavin - service & support

MAINTENANCESUPPORT

NO NONSENSE DESKTOP TO DATACENTRE SERVICES

SERVICE ALLIANCE

OUTSTANDING SERVICE

M A V I N D E L I V E R S O U T S TA N D I N G I T M A I N T E N A N C E

Supporting Critical Business Systems and Infrastructure • UK-Wide Service

services - UK focusprovider

F rom our Service Alliance Centres in London, Bristol, High Wycombe,

Hun�ngdon, Redditch, Bradford and Glasgow, we deliver locally-based, UK-wide service ensuring our customers receive the very best response �mes and personal ownership when they most need it.

Our ability to deliver consistently against SLAs ensures that customers are confident in our capabili�es,

contrac�ng our services to support their most cri�cal business systems as well as their general infrastructure. This confidence has resulted in our clients choosing to renew year a�er year.

Mavin has unparalleled experience of delivering outstanding IT mainte-nance, service and resource to a

varied customer base. We are trusted by organisa�ons in local and central govern-ment, finance, publishing, legal, manufactur-ing, telecoms and many other sectors.

Mavin is a leading independent mul� vendor services provider, delivering 24x7 maintenance support and a wide range of IT services for both non-produc�on and business-cri�cal systems.

Currently suppor�ng mul�ple global infrastructures encompassing 1000s of systems within heterogeneous environments and with varying cri�cal SLA requirements, our Infrastructure Support service can be referenced within some of the world’s leading

organisa�ons across most major business sectors.

We specialise in the provision of bespoke service sets, which are designed to meet our clients’ individual infrastructure requirements and up�me objec�ves. Mavin’s vendor accredited tech teams are populated with extremely competent and resourceful professional engineers. They are very fast learners with strong communica�on skills at all levels and are able to work effec�vely in most commercial IT environments.

trusted by organisa�ons worldwide The Mavin Group

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PERSONAL SERVICE

ALLIANCE BENEFITS

M A V I N A L L I A N C E M A I N T E N A N C E A N D S U P P O R T S E R V I C E S

SERVICEBESPOKE

T he tradi�onal Managed Service model is �red and inher-ently inefficient. Mavin’s Service Alliance is designed to Decrease Costs by Increasing Efficiency. We believe that

understanding our client’s objec�ves and working environments from the outset is cri�cal to the design of our client bespoke service sets. We achieve this by engaging openly with client teams, educa�ng ourselves in rela�on to the client’s opera�on from both an IT and business perspec�ve, then via workshop style mee�ngs, formulate a framework of appropriate service elements, milestone objec�ves and SLA measurement.

MINIMISECOSTS

Mavin’s innova�ve approach to the qualifica�on and delivery of service based solu�ons eliminates the frustra-�ons and minimises costs related to the more tradi�onal

IT Managed Services. We enable tangible control and containment of IT costs, including management, by removing the complica�ons and inflexibility associated with deploying an all encompassing outsourcing contract. As with all Group services and solu�ons our Alliance Support Services may be referenced within exis�ng client organisa�ons and we ac�vely promote peer to peer introduc�ons to generate and support confidence in our capabili�es.

The Mavin Service Alliance delivers a unique global alliance betweeen leading IT Services businesses and Vendor Service Centres. Originally formed by Mavin-Red Vista in 2005, the Mavin Service Alliance brings together some of the world’s leading IT

service management companies devoted to delivering 1st class cri�cal hardware and so�ware infrastructure services through a dedicated and professionally accredited framework.

SERVICE ALLIANCE

Engage with the Mavin Service Alliance and take proven and decisive ac�on against increasing costs and ineffi-ciency. We believe our service packages offer a good

variant between industry best prac�se techniques and fit-for-purpose designs. Generally, we believe that organisa�ons benefit from a tailored balance of the two. A�er all, as with people, each organisa�on has an individual DNA which makes them unique.

IMPROVE EFFICIENCY

W hether it is the impact from the current inclement financial climate or the requirements to meet the

Government’s bill on tackling climate change that feature regularly on your Board’s agenda, the message is gener-ally the same for all major businesses. Conserve energy usage, reduce costs and improve efficiency. For any business to success-fully strike the right balance between all three is no mean feat.

Mavin Service Alliance • A Unique Global Alliance

World Leading Service Alliance The Mavin Group

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service alliance

CONTRACT SERVICES

D E V E L O P I N G L A ST I N G R E L AT I O N S H I P S W I T H O U R C L I E N T S

M avin offers a flexible approach to contract services providing our clients with clear and co-opera�ve engagement packages. Special Features and Service Enhance-ments are available throughout the contract life, enabling greater efficiency and

effec�veness across all IT Vendor pla�orms.

Ask us about our unique Pay-As-You-Go Voucher based support and how this structure has successfully enabled exis�ng

clients to manage costs over deployment, increase opera-�onal efficiency and benefit from Mavin’s open engagement strategies.

Ask us about our Orphan System Support. If you need support for a system that has been accidentally missed off the contract,

we will provide the same SLA as per the On-Contract systems and roll in the Orphan System onto the contract, post service delivery. Standard contract support costs and certain condi�ons will apply.

SPECIAL FEATURES

Dedicated Professional Sta≠• UK-Wide Contract Services

Our Service Alliance teams possess extensive experience and consistency of personnel. Coupled with strong financial stability and dedicated professional staff, this provides our

customers with the security they require from their long-term support partner. We take pride in our work and focus on develop-ing las�ng rela�onships through delivering excep�onal quality and value.

Call management via our UK call centre

Web logging of calls and updates

Fast, effec�ve response

Benefits to business

Dedicated Engineering Resource

Coverage Mon - Sun 24x7x365

Flexible and guaranteed response �mes and SLAs

Regular service reports and reviews

Central and proac�ve account management

Prompt and flexible pricing service

Management and technical escala�on on extended faults

Seamless management of subcontracts where necessary

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QUALITYRESOURCES

service alliance

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- EMEA and USA

T o ensure our customers receive the best possible service delivery and market-leading SLAs, contracts include the following quality resources:

RESIDENCY SERVICES

M A V I N R E S I D E N C Y S E R V I C E C O N T R A C T S

engaging with our clients worldwide The Mavin Group

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RESIDENCYTEAMS RESIDENCYCONTRACTS RESIDENCYSERVICES

PERSONALISED SUPPORT

F or personalised, day-to-day customer support or to manage support ac�vi�es across your infrastructure, Mavin also offers mul�ple on-site and remote Personalised

Support Residency Services. These services help drive rapid issue resolu�on, strategic planning and improved storage availability and stability.

avin operates a number of managed Residency Service Contracts where our engineers work on-site or remotely as part of the customer’s own service delivery

commitments. Our range of Residency Services assist the customer with day-to-day opera�ons from filling cri�cal staff gaps to op�mizing of processes, procedures and support with industry best prac�ces.

E∞cient Business Solutions • Residency Contract Services

M

service alliance

Mavin's Residency Services Contracts deploy highly skilled, specialised professionals to address the custom-

er's cri�cal informa�on management and infrastructure needs. We operate teams of varying size and personnel who cover hardware, so�ware, project management and the service desk. Mavin works closely with the customer to understand their pain points and resolve them. By gaining knowl-edge and experience of how the customer operates, we work in synergy with the customer’s own processes with a view to enhancing them and improving efficiency.

Our comprehensive range of Residency Service Contracts may include:

Resource management and provisioningMonitoring of informa�on assetsOpera�ons managementRoot cause analysisStatus repor�ngConfigura�onInternal or external customer supportTroubleshoo�ngDocumenta�onCri�cal Hardware & So�ware Break-Fix Support

Our Residency Service Contracts are a be�er and more efficient business solu�on that allows the customer to focus on managing their business. Our services enable you to:

Realise greater and faster ROI on informa-�on infrastructure assets.Improve opera�onal efficiencies.Expand management and support.Increase customer sa�sfac�on.Narrow staff, skill, and/or experience gaps without addi�onal headcount.Improve planning and opera�onal insight

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M A V I N O P E R AT I O N A L S U P P O R T G L O B A L R E A C H

GLOBAL NETWORK

Delivered within more than 40 countries

More than 160 Fly & Fix Missionscompleted over the world

In over 200 companies worldwide

Over 9000 servers maintained

TRUSTED BY MAJOR ORGANISATIONS WORLDWIDE

MAJOR CUSTOMERS

SERVER MAINTENANCE

MAINTENANCE SUPPORT

FLY & FIX MISSIONS

W e take pride in our work and focus on developing las�ng rela�onships through the delivery of excep�onal quality and value. We are happy to visit you any �me

to discuss your service requirements.

PERSONAL SERVICEUK · France · African countries · Sri Lanka · Italy · UAE · Spain · China · USA

servicealliance

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OPERATIONAL REACH - EMEA and USA

M A V I N E M E A A N D U S A M A I N T E N A N C E P R E S E N C E

Mauritania

SenegalGambia

GuineaBissau

BurkinaFaso

Mali

Cameroon

Gabon Angola

Burundi

EquitorialGuinea

Cote D’Ivoireˆ Benin

Nigeria

Ghana

Guinea

Algeria

Niger

Morocco

UnitedKingdom

FranceBosnia Herzgovina

SpainItaly

PortugalSerbiaLibya

Turkey

UAE

Qatar

CentralAfrican Republic

ReunionIsland

Romania

Moldova

Jordan

SaudiArabia

Germany

East CoastUSA

Macedonia

Armenia

Bulgaria

PolandSlovakia

Austria

Netherlands

Belgium

service alliance

MAVIN ADDRESSABLE MARKET 2012 incl. SERVICES: CUSTOMERS: >1000 • SUPPORTED SERVERS: > +10,000 • COUNTRIES: 40

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REMOTE MAINTENANCE

SUPPORT PACKAGES

maintenancesupport

R E Q U I R E A F L E X I B L E B E S P O K E S U P P O R T P A C K A G E ? J U S T A S K . . .

STANDARD SUPPORT PACKAGES RANGE

GOLD SILVER BRONZE 24X7 BRONZE WDXH

24 Hours Per Day365 Days Per Year



24 Hours Per Day365 Days Per Year Office Hours

Named EngineerNamed Engineer Named Engineer Next AvailableResource

Next AvailableResource

Next Business Day2 Hours1 Hour30 Mins

Cri�cal Problem12 Hours



Best EffortsMajor Problem24 Hours

Major Problem24 Hours

Major Problem3 Business Days

Minor Problem7 Business Days



4 Hours 2 Hours







30 Mins




24 Hours Per Day365 Days Per Year Office Hours

PLATINUM

Best Efforts ToComply Within

3 Days

standard support packages table The Mavin Group

REPAIR TIME

CALL LOGGINGWINDOW

DELIVERY METHOD

TELEPHONERESPONSE TIME

ON-SITEINTERVENTION

TIME

EFFORTSWINDOW

CALL LOGGING

DELIVERY METHOD

TELEPHONE RESPONSE TIME REPAIR TIME

ONSITEINTERVENTION TIME

EFFORTS WINDOW

STANDARD MAINTENANCE SUPPORT PACKAGES

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Mavin offers a flexible approach to contract services and delivers demanding response and fix �me SLAs on a wide range of legacy and current pla�orms from HP, IBM, Sun/Oracle, Dell, Fujitsu, Siemens and other vendors.

We take pride in our work and focus on developing las�ng rela�onships through delivering excep�onal quality and value.

To ensure our customers receive the best possible service delivery and market-leading SLAs, contracts include the following quality resources, as featured opposite.

We will be happy to visit you to discuss your requirements and provide a local site reference.

THE MAVIN ALLIANCE VENDOR MATRIX

service alliance

THE MAVIN ALLIANCE VENDOR MATRIX

SUPPORT MATRIX

DIGITAL ALPHA

ALL MODELS

HP

IBM

SUN/FTS

NETWORK, STORAGE & PBX

Workstation

Mavin Support ServicesRegionCapabilities

Engineers &Technicians

All Brands

All BrandsCurrentLegacyAll ModelsEurope, USAMiddle EastAfrica& APAC

All BrandsCurrentLegacyAll ModelsEurope, USAMiddle EastAfrica& APAC

Technicians andEngineers dedicated

to VendorTechnologies

All BrandsCurrentLegacyAll Models

CurrentLegacyAll Models

CurrentLegacyMostModels

Europe, USAMiddle EastAfrica& APAC



All Brands

www.themavingroup.com

Contact Mavin for details: +44 (0)845 612 1155

Standard Packages

ENGINEERS & TECHNICIANS Technicians and Engineers dedicated to Product Business Units HDE (Help Desk Centre 24/24)

REGION CAPABILITIES Europe, East Coast USA, Middle East, Africa and APAC

Legacy & Current Legacy & Current Legacy & Current Legacy & Current Legacy & Current Legacy & Current Legacy & Current

All Vendors All Vendors Most Vendors

WORKSTATION All Brands All Brands All Brands All Brands All Brands All Brands All Brands

T he Mavin Vendor Matrix is a quick reference guide to the core

technologies we maintain and service through our Service Alliance

Programme. In fact, we maintain and service most IT hardware, so please contact us if you cannot see what you require here.









Product

MavinAllianceServices

HDE(Help DeskCentre24/24)

MAINTENANCE SUPPORT MATRIX

Support Services for All Brands

C O R E T E C H N O L O G I E S M A I N TA I N E D - FO R OT H E R S , P L E A S E A S K . . .

VENDOR SUPPORT MATRIX

service alliance

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“W hy use Mavin? In a nutshell, Mavin holds the client’s best interests in mind at all �mes. They deliver a high level of service consistently and are pleasant,

professional people to do business with.” CTO • Major Global Financial

HARDWARE Sun/FTS HP IBM DIGITAL ALPHA NETWORK STORAGE PBX

PRODUCT All Models All Models All Models All Models Most Models Most Models Most Models

TECHNICAL SKILLS and EXPERTISECOMPLETE MAINTENANCE SERVICE OFFERINGS ON MULTI-PLATFORM TECHNOLOGIES

maintenance

COMPLETE MAINTENANCE SERVICE OFFERINGS ON MULTI-PLATFORM TECHNOLOGIES

maintenance service

M A V I N ’ S A C C R E D I T E D T E C H N I C A L E X P E R T I S E

COMPAQ/AlphaServers

Customised Servicesinstallation and integration

WINDOWS, LINUX,SOLARIS, VMS, HP UX, Tru 64

HP Proliant andBlade Servers

IBM: Pseries,Xseries, Blade

EMC, FTS,Prime Power, Juniper

HP EVA, HP MSA,HP9000/INTEGRITY Servers

Sun Servers,Sun Workstations, Storedge, STK

HW and SW UPGRADEHW and SW UPGRADE

PATCH UPDATEPATCH UPDATE

PLATFORM INTERGRATIONPLATFORM INTERGRATION

INSTALLATION of NETWORK ELEMENTSINSTALLATION of NETWORK ELEMENTS

MULTI-ENVIRONMENT PLATFORM HEALTH CHECKSMULTI-ENVIRONMENT PLATFORM HEALTH CHECKS

DETAILED RCA REPORTINGDETAILED RCA REPORTING

TROUBLESHOOTING and COMMISSIONINGTROUBLESHOOTING and COMMISSIONING

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www.themavingroup.comt: +44 (0)845 612 1155

e: [email protected]

mavin - service & support

Documents

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