We couldn’t cover everything on our website, so instead we’ve collated the most frequently asked questions from our Partners for your perusal. Don’t find what you’re looking for? Head over to our contact page and drop us a line – one of our crew will be in touch shortly.
Frequently Asked Questions
Does Insentra transact directly with end user organisations?
No. We do not transact directly with end user organisations.
We are often contacted directly by end user organisations to seek assistance. We always explain our partner-only model and find out their preferred partner. Under no circumstances will Insentra transact directly with an end user organisation. As a Partner Obsessed company we will always transact through an IT channel partner and will bring any opportunities to our partners.
Can end user clients work directly with and purchase services from Insentra?
Although Insentra does sometimes engage with end clients in the course of scoping and delivering projects, all transactions are done via their nominated partner. We do not transact anything directly with end user clients.
Does Insentra sell Vendor products and/or Licenses?
Whilst Insentra does represent a small number of ISVs in various regions, we do not transact or sell any "tier one" vendor products or licenses directly to customers, nor do we sell any licenses that would compete with our partners.
Does Insentra provide Time & Material (T&M) services?
Primarily, we engage on a fixed-price, fixed-scope, guaranteed outcome basis and we also deliver engagements using a T&M commercial model.
Does Insentra offer project management?
Yes, we typically include project management within all of our engagements and can provide Project Management as a Service.
How does Insentra obtain Vendor tier status if you don't transact their products?
Insentra meet all of the technical requirements for recognition by vendors when we are awarded a particular status. In fact, we are often skilled higher than our status represents and are not afforded higher status' as a result of not transacting any product sales.
We work closely with our represented vendors to demonstrate our influence over revenue generated in their partner network however we will never seek to obtain rebates or back end payments which are due to a partner, nor will we take credit for sales where we have not been an influencer.
Does Insentra offer white labelling?
Our recommendation is to not white label our services. We recommend being transparent with your clients about leveraging Insentra.
Clients prefer transparency from their partners and don't like to be surprised when looking at LinkedIn only to find their account manager hasn't been forthcoming. Furthermore, when we are white labelled, we cannot reference any of the thousands of projects we have completed - only those we have done with you.
NOTE: When sharing references, we will never breach confidentiality of any partner and will not share partner or end-client details without prior approval.
Is Insentra on any government panels?
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.
Does Insentra have security cleared personnel?
Yes. In Australia we have a number of security cleared consultants in our crew.
Does Insentra engage contractors to deliver work?
Insentra has a global full time crew who we leverage for delivery, regardless of their primary location. On ocassion we may leverage a contractor and we will always be transparent with our Partner and their Client should this occur.
How does Insentra deal with Partner conflict?
Who do I contact if I have a project or Managed Service requirement?
Please contact email@example.com and we will connect you to the relevant Channel Manager.
Will Insentra help me to respond to RFI/RFQ or other tenders?
Yes, we can absolutely assist. In the first instance we will qualify the opportunity extensively with you to ensure there's a strong chance we'll be jointly successful. If you have a tender opportunity that you'd like to discuss, please contact firstname.lastname@example.org.
What is Insentra's project and delivery methodology?
Our Project Management approach 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
Does Insentra have packaged or SKU based solutions that can be added to a Partner catalogue?
Yes. We have a range of packaged service offerings and can provide you supporting sales and marketing assets.
Does Insentra provide 24x7 managed services?
Yes, Insentra provides 24x7, follow-the-sun, managed services from global locations including Australia, UK and the USA.
Are we as a Partner able to use Insentra vendor accreditations for opportunities?
Typically vendors do not allow 3rd-parties to leverage other partners' accreditations as if they were their own.
When we are not white labelled, you can certainly reference our accreditations and awards. Many partners do this as a way to show potential clients they're engaging with an expert in the relevant solution area.
What does Insentra do when something goes wrong in a project or service?
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 the issue has for our Partner and their Client; 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 Client to agree on a way forward for rapid resolution.
Managed Services - Frequently Asked Questions
Can an Insentra Managed Service be included as a part of my overall offering?
Yes. Our managed services can be sold as standalone services or can be integrated into a broader service. For example, a partner may have been delivering Office 365 Managed Services and your client requests that their Citrix farm be also managed. You can engage Insentra to deliver the Citrix Managed Service as a part of your overall service whilst continuing to provide Office 365 services yourselves.
Does a Client log incidents directly with Insentra or through a Partner?
Our Partners own their client relationships and we will engage in accordance with your preference and direction. We can take calls directly or can integrate with your service desk technology to have tickets triaged to Insentra by your support team. We are flexible and work with you to establish what makes the most sense for your clients. We are more concerned about client experience and not who takes the first call.
Do you have flexible billing mechanisms?
Our aim is to work with our Partners to establish the necessary commercials. We are flexible in our approach and can tailor our billing accordingly.
Am I locked in for a year or two years?
Our Managed Services carry a minimum 12 month commitment and we offer discounted rates for 24 and 36 month terms.
Are support calls capped?
In our Support hours model, a Partner has a defined number of hours which they can draw down against for their clients.
What IT compliance frameworks do you follow?
Insentra follows the ITIL guidelines for Service Incident and Request Management.
What are your technical competencies and certifications?
Our Managed Services engineers carry certifications across all technologies we provide services for including Microsoft and Citrix competencies.
What part of your service is automated?
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.
What level of Service Desk integration do you offer?
We can interface into a Partners ticketing system for incident and service request alignment. We have a well-documented open access API to hook into.