Infrastructure Support and Infrastructure Management

Make it easier to support or manage your core IT infrastructure with this service. 

Total offers reactive incident resolution and proactive management for part or all of your infrastructure, with a choice of three service packages. You benefit from skilled specialists managing (Gold service) or helping you to support your IT infrastructure.  

Why would you want it?

Providing a performant IT infrastructure can be costly and challenging: attracting and retaining skilled IT staff, keeping them focused on support tasks (when they’d rather be doing something else), training and developing them, delivering out of hours support, and investing in the right monitoring and management tools.

Total’s Infrastructure Support or Management service helps you address this, with direct access to a team of infrastructure support specialists to enable you to maintain a consistently high level of service. It can provide third line support or proactive management for all or specific parts of your IT infrastructure.

With Total’s Infrastructure Support or Management service you will benefit from:

  • improvements in infrastructure uptime and performance
  • a UK service delivery team
  • skilled support staff certified to a minimum of MCITP (Microsoft Certified IT Professional)
  • a defined escalation path for troublesome issues
  • use of enterprise class service management tools
  • a defined cost
  • a service delivered to defined Service Level Agreement (SLA)
  • ITIL and ISO 20000 standard service delivery.

For our highest level, proactive management, service the cost is usually less than that of recruiting and retaining an internal team.  

What Total do

Total provides specialist support or proactive management for those parts of your core infrastructure you want help supporting or managing. The service is delivered remotely from a UK service centre with a choice of three service packages.

Bronze is for those that manage their own infrastructure, but need specialist third/fourth line support to resolve more challenging problems.

Silver is for those that manage their own infrastructure but require regular support plus help keeping on top of updates and changes.

Gold is designed for those that want a specialist to proactively manage some or all of their IT infrastructure for them.

The primary differences between the service levels are summarised in the table below. A detailed service description is provided during discussions.

Prior to service commencement, Total follows a structured on-boarding process to plan, document and setup service delivery. For infrastructure management this usually involves conducting an Infrastructure Health Check, to identify any underlying issues, and undertaking priority remedial actions.


Successful service delivery requires:

  • a management level relationship owner
  • a support technician for day-to-day technical liaison (Bronze and Silver service)
  • an Infrastructure Health Check (Gold service)
  • remote access to the environment
  • administration rights
  • deployment of agents to all endpoints that require monitoring and managing.

Why Total?

Total has its own team of specialist UK support professionals, all certified to at least MCITP level, following ITIL processes and methodology. Total has well-established relationships, backed up by current technical accreditations, with the leading vendors of infrastructure hardware and software.

Total supports and manages the infrastructure of a variety of public and private sector organisations ranging in size from tens up to thousands of users. Total’s quality of service delivery is consistently rated as very good or excellent. 

What next?

To learn more contact your account manager, submit the enquiry form below or call us on 0345 647 0000*

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Mick George
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Infrastructure Support and Management Factsheet
Infrastructure Support and Management Factsheet Download PDF

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