FAQs

Frequently Asked Questions

We couldn’t cover everything on our website, so instead we’ve collated the most frequently asked questions 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.

support

Frequently Asked Questions

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

Absolutely! Many of our Partners and ISVs find it expensive and difficult to resource after hours support. We can be your team when you are sleeping.

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

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.

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

In our Support hours model, a Partner has a defined number of hours against which they can draw down for their Clients.

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 interface into a Partners ticketing system for incident and service request alignment. We have a well-documented open access API to hook into.