Success Story – Strategic IT Services Partner

Success Story – Strategic IT Services Partner

Strategic IT Services Partner

The company, a specialist UK insurer, sought a strategic third party provider to outsource a number of IT components and give them access to the technical expertise they needed, whilst retaining a small internal team to focus on development.

Acora undertook a formal bid process with 5 other contenders and won the bid on account of their techni­cal expertise, understanding of FCA regulations, 24/7 capability, and close proximity to the company’s head office. Acora’s solution would also allow the business to replicate all its key business data, services and applications between the new IT platform to dedicated hardware hosted within Acora’s data centre facilities in West Sussex.

Acora’s Outsourced Support Service and Managed Infrastructure Service delivers

Standard support for all incidents 7am to 7pm, Monday to Friday
Prioritised incident response based on incident severity
Management of the company’s server, storage and network infrastructure
Monthly service reporting and service review meetings between Acora and key business stakeholders
24/7 monitoring and major incident management out of hours
IT Infrastructure update/patch management and change management to minimise environment and support risk
2 disaster recovery (DR) tests per annum, using Acora’s on-premise DR facilities for both infrastructure and end-user workspace

Business Outcomes

Better resilience

A fully resilient production environment and an improved business continuity planning (BCP) programme means the company can ensure systems are up and running in 4 hours, well below the recovery time objectives.

Remote working

A new Citrix environment in place means that users can log on remotely and don’t have to be in the office for DR purposes.

Improved telephony

The partnership has brought about a smooth transition to the cloud telephony system to meet FCA guidelines.

Full service desk support with appropriate SLAs

Outsourcing the service desk takes the pressure off the internal team and ensures user efficiency with minimal disruption.

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