CMAL protects its key services and looks to the future with a blended Assurance Agreement
Solution Summary
Caledonian Maritime Assets Ltd (CMAL) own the ferries, ports and harbours and infrastructure necessary for vital ferry services serving the West Coast of Scotland, Clyde Estuary and the Northern Isles. They own 37 ferries, and 16 ports and harbours in the Firth of Clyde and around the Hebrides, and own and lease properties and port infrastructure at 10 other locations within these areas. Their aim is to provide efficient, cost-effective and safe ferries, harbours and port infrastructure for operators, communities and users in and around Scotland.
CMAL partnered with Intelogy to provide a blended service which offers a mix of assurance and managed services for their SharePoint intranet environment, as they transition from on-premise SharePoint solutions to modern Cloud solutions.
Challenges
CMAL engaged with Intelogy’s Managed Services Team to assist with some very specific challenges. The organisation operates a complex SharePoint intranet, providing key management and tracking of infrastructure and projects. CMAL wanted a Managed Services provider that could manage and support this environment and guarantee its functionality at all times. They were looking to rely on an organisation for problem resolution and support, with the flexibility to include small-scale change management and service requests. Being a key system – strict SLAs were a requirement.
In addition, through ongoing engagements, CMAL were looking for support and management of newer cloud-hosted solutions such as Power Apps.
Solution Overview
After careful consideration, CMAL decided to sign a tailored Intelogy Assurance Agreement with us. The assurance service included SLAs, with guaranteed response times and expected resolution times. Over the past 12 months, our SLA has consistently exceeded 99%.
This was blended with an M365 Managed Service, to provide support, routine changes and maintenance checks.
“Our team provide peace of mind though our routine status checks of the core SharePoint platform, helping to resolve issues before they become an issue. Added with the flexibility to make low impact changes – CMAL benefit can rely on us to support their business.”
– Stuart Wilkie, Service Delivery Manager
The CMAL environment consists of a number of virtual machines as well cloud infrastructure, managed by an existing third party. Though Intelogy do not manage the underlying infrastructure; our Managed Services Team provide configuration guidance and recommendations to the third party. Our team also complete regular patching and maintenance checks of the SharePoint system.
“Even in cases where Intelogy do not manage the whole system, our Managed Services and Support team are happy to provide support and guidance to third parties to ensure the running of the services.”
– Stuart Wilkie
Intelogy only manage the SharePoint system (hosted on virtual machines), however, following recent project engagements, new solutions, such as a Travel Request and Purchase Order Management system, have been onboarded into the agreement as well as utilising newer technologies as part of current upgrade projects at CMAL.
Client benefits and results
The blended Assurance Agreement and Managed Service provided by Intelogy has given CMAL peace of mind in the uptime availability and functionality of their key system, as they know that the expert team at Intelogy are on hand to remedy issues quickly. This is backed by our SLA – and supported by the technical delivery team that implemented the new solutions. All the work described above was included in a single quarterly cost bundle of service credits – which still gives the flexibility for routine change requests or user support. As part of the assurance service, the team perform regular maintenance checks on the infrastructure, to catch and remedy potential issues before they can affect availability.
“Providing security to a client regarding a key corporate system is paramount to our Managed Services operations at Intelogy. We regularly engage with the service owner, keeping them information about the status of the system, and provide an oversight of utilisation of their service.”
– Stuart Wilkie
As a trusted Microsoft Licensing Reseller, Intelogy were also able to provide CMAL with wrap-around care – by providing a development tenant to support ongoing works, and any licences needed.
”The full package support from Intelogy has reduced the administrative burden on both CMAL and our infrastructure provider. Our turnaround time for support requests have never been better and we are yet to find an issue or request the team are incapable of supporting or resolving.”
– Baldev Lagah, IT Manager – CMAL
If you are looking for a partner to not only support your key systems, but also develop a plan for their onwards maintenance and provide the wrap-around care – come and talk to us. Our team are passionate about the technology – and your organisation can take advantage of this and continue to grow. Our assurance service is designed to provide peace of mind to organisations, and could be just what you need. You can find out more about our flexible range of Support Service offerings here.
