With our extensive experience in implementing and maintaining complex IT infrastructure through various maintenance models, COMBIS is able to provide a complete control of your IT infrastructure (in whole or of a part of it). Continuous investment in the expertise of our architects, system engineers and technicians is providing us with every answer to the challenges that your IT environment presents us with.
COMBIS Platinum Support is one of the strategic products for our key customers, which includes full-service maintenance of high quality, with special emphasis on the adaptation of services to user needs on the entire Croatian territory.
- Proactive Support
One of the main features of COMBIS Platinum service is a special emphasis on proactive support to prevent incidents, through constant review of the implemented technology and consulting, using best practices of software manufacturers. Proactive approach minimizes the risk of failure of key elements of ICT systems, thereby ensuring the optimal approach to the continued development of infrastructure. This kind of system support includes all necessary consulting, and the use of partnerships with the manufacturer of software products for the purpose of validation, verification of the compatibility of the solutions that are implemented.
COMBIS experts, architects of information systems, participate along with the user in selecting and implementing solutions according to the recommendations and the results of the system analysis. In addition to development and verification of design solutions, systems architects convey their expert knowledge; professional workshops are organized for specific technologies and solutions, and users are notified about the new technologies that can improve their business.
Also, in the proactive support, COMBIS certified experts actively consult with implementing a system for monitoring and managing IT infrastructures.
In Platinum Support service, COMBIS experts pay a lot of attention on regular reviews and implementation of all critical upgrades of existing software solutions that are critical for normal functioning of information systems. This segment of support is one of the main prerequisites for achieving a satisfactory level of security of the entire system. In COMBIS Platinum Support all the information about the critical updates and patches, potential risks to the health system, which relate to specific components of server infrastructure, are available to the user. This report is given to the user on a monthly basis, or in the case of critical updates immediately after their publication. All kinds of upgrades are included in the support and depend on the current licenses.
The agreed number of hours of proactive support, user can use on other minor infrastructure projects.
- Reactive Support
Effective reactive support is another key element COMBIS Platinum support. The process of reactive support is carried out in accordance with Service Level Agreement which contains all the parameters necessary for quality service - the classification of incidents, the degree of severity of the incident, the response time and escalation.
It is important to note that COMBIS Platinum Support provides a guarantee of professional response to the teams or individual specialists in the case of reactive maintenance or escalation of events that can slow, hinder or completely stop the functionality of any segment of the infrastructure (for which he contracted maintenance) according to the manufacturer of software products (eg . Microsoft).
Also in the Platinum Support COMBIS guarantees the availability of its own certified experts in specific areas of technology 8x5, 24x7, and if needed, intervention on-site in response times in accordance with the Service Level Agreement.
- Partnerships with manufacturers of software products
Required knowledge and experience in providing Platinum Support services are based on an partnerships with the producers of software products, such as the partner status with Microsoft.
Other partnerships and technologies that can be covered in Platinum Support, can be found on a list of our technology partners.
With conclusion of agreement on the use of COMBIS Platinum Support each user gets a dedicated contact person who is responsible for monitoring the flow of support, reporting, partner assistance, escalation of the incident. These people are also certified experts with experience in providing services of proactive and reactive support.