FAQ

CLIENT FAQS

Client FAQs

We couldn’t cover everything on our website, so instead we’ve collated the most frequently asked questions from our existing Clients into one place for your perusal. If you still can’t find what

you’re looking for then head over to our contact page and drop us a line – one of our crew will be in touch shortly.

Frequently Asked Questions

We do not transact directly with end user organisations – we transact exclusively through IT resellers. We can certainly have conversations with you about your requirements and will always ask you to nominate your preferred IT provider. We will then work with your provider to deliver your required project. Our unique model prevents the need for you to onboard us through your procurement channels.

Yes you can engage directly with us to investigate how we can assist you, however, as we are a 100% “through Partner” business, we will work with you to identify your chosen IT provider and will engage them through the process, transacting any projects via your partner. Our model avoids the need to on-board Insentra as a procurement partner or the need for Insentra to be on a government panel contract.

Insentra is not on any government panels because we will not transact directly with end user clients. The partners we support are typically on any required panels where they are tendering for work.

Yes. In Australia we have a number of security cleared people in our crew.

Primarily, we engage on a fixed-price, fixed-scope, guarenteed outcome basis and we also deliver engagements using a T&M commercial model.

Yes, we typically include project management within all of our engagements and can provide Project Management as a Service through your chosen provider.

Insentra has a global full time crew who we leverage to deliver, regardless of their primary location. On ocassion we may leverage a contractor and will always be transparent should this occur.

Insentra represent a number of ISVs in various geographies and we sell their products via our Partner network. We do not sell any Tier One vendor products (such as Microsoft, Citrix etc). We leave those transactions to our Partner network and can help to locate a partner for you as required.

Yes. If you require a recommendation we can make one however we find most clients have establshed relationships with IT providers and we seek your guidance.

You can contact us either via your chosen IT provider or directly. In either circumstance we will always transact with you via your chosen provider.

Our Project Management aproach has been tailored based on proven methodologies, our experience since 2010 as well as decades of combined experience. Our approach continues to evolve to deliver consistently successful stakeholder outcomes. Our methodology is segmented into elements which are selectively applied to projects to meet unique requirements. Our team are trained and certified in various methodologies including Prince2, PMP and Agile.

IT projects can be complicated, and from time to time, things will go wrong.  When this does occur we will seek to understand what has happened; the impact of the issue, what needs to be done to resolve the issue and what we can learn which prevents the issue occurring in the future.  Then we will work together with you and your Partner to agree a way forward for rapid resolution.

Managed Services - Frequently Asked Questions

Yes, Insentra provide 24×7, follow-the-sun, managed services from global locations including Australia, UK and the USA.

Well, it depends. In some circumstances it makes sense for calls to come directly to us and in others, for example when we are a part of a broader service being delivered from your provider, we will integrate with them in the backend to ensure transparency.

We will work with you and your chosen provider to ensure the approach is as seamless as possible whilst delivering the most expedient service.

  • Yes. We aim to be flexible so as to address the commercial requirements of our Partners and their clients.

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Our Managed Services carry a minimum 12 month commitment and we offer discounted rates for 24 and 36 month terms.

Our Managed Services monthly end-to-end support is not capped for support calls.

Insentra follows the ITIL guidelines for Service Incident and Request Management.

Our Managed Services engineers carry certifications across all technologies we provide services for including Microsoft and Citrix competencies.

Our IAAS monitoring is automated along with the monthly patch management cycle Alerts and alarms are triggered into our ticket management system, and these tickets are auto-logged and routed to the Service Desk.

We can integrate with a Partner and/or end client ticketing system and pass Service Incident and Requests both ways.