Managed Services

CyberHound’s solutions are all provided with a Managed Services Package that can be upgraded to a premium service with CyberHound providing full management of the CyberHound service, including incident and change management and establishment of a reporting framework.

Flexible Services & Support 

CyberHound offers a fully Managed Service offering for the CyberHound platform. This ensures the platform is optimally managed and CyberHound implements change requests quickly and professionally, removing administrative and technical burdens for our customers. CyberHound offers this service to customers around the world.

The Managed Service offering is also a blended service whereby customers can make their own changes as desired while calling on CyberHound to make other changes. CyberHound requires that any changes made by customers are logged with CyberHound . The service can also be used to supplement in-house expertise when team members are on vacation or involved with other projects.

The Managed Service offering is also the highest level of support for a customer and provides services directly from the solution developer, ensuring the highest level of competency and knowledge. Changes are requested via an online change request form and can be scheduled in advance as required. 

CyberHound have proven that when we really need help, that the support from the entire team, technical support, through to the executives, all contribute to helping us – going above and beyond. We would have no hesitation in recommending them to other schools.

David Ball ICT Manager, Melbourne High School

Managed Services and Support Options

Every CyberHound solution is supplied with unlimited web and phone support for the duration of the contract. Support requests can be logged via a simple web form (preferred), phone or email. Each support request is managed via a ticket number. 

The CyberHound Managed Services team supports all of the deployment options.

These services include:

  • Unlimited telephone and email support
  • Managed update services
  • Managed cloud backup and restore service for policy configurations
  • 24 x 7 heartbeat monitoring
  • Remote diagnostic services
  • There is also a fully managed service option

The full Managed Service offering is the premium level of support for a customer and provides services directly from the solution developer, ensuring the highest level of competency and knowledge. 

The full Managed Service option offers the following additional capabilities:

  • Online change request
    Online change request service for service requests.
  • Proactive recommendations
    Proactive recommendations on taking advantage of new features and enhancements.
  • ActiveSync
    Set up of Business Continuity / Disaster Recovery (BC/DR) CyberHound virtual appliance and link with ActiveSync (VMware and hardware environment to be provided by customer).
  • Ongoing enhancements
    Setup and ongoing enhancements to general reporting and to ClearView reporting (if applicable).
  • Health Check
    Annual CyberHound Solution Health Check service.
  • Annual Review
    Review of CyberHound Solution compatibility with other infrastructure (once per annum).
  • Customised block page
    Provision of a customised block page (one per annum).
  • Review and analysis
    Quarterly service delivery review and analysis as requested.

CyberHound’s Managed Services team provide best in class support and reassurance for customers – anticipating needs and reacting to requests for advice and changes.

Support Requests

Every CyberHound solution is supplied with unlimited web and phone support for the duration of the contract.

Support requests can be logged via a simple web form (preferred), phone or email. Each request is managed via a ticket number.

Support requests can be logged onine via the below forms or please call or email at
Phone (+61) 2 8090 7777 OR 1300 737 060
Email support@cyberhound.com

Technical Support Request

Managed Services

CyberHound provides a fully Managed Service support offering for the CyberHound platform for customers with the required Managed Service subscription. Support and Change requests can be logged online or by calling the CyberHound support team during standard support hours.

Managed Service Change Request

 

CyberHound’s on-site engineers and managed services team have been fantastic. They planned the implementation with great care and gave us clear expectations on what to expect and how long it would take. Since we installed the solution their services team has been extremely helpful and professional. I enjoy dealing with them.

Anthony Austin ICT Manager, Penola Catholic College

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