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Softchoice Keystone

Reduce risk and refocus on what matters
Many IT organizations are turning to Keystone Managed Services to deliver the maintenance activities for existing IT operations. By spending less time and money on these functions, the IT department frees up resources for activities with more upside.
Learn more about Softchoice Keystone Managed Services

Keystone Managed Services Portfolio

Softchoice's Keystone Managed Services portfolio provides a comprehensive support strategy based on each client's unique business requirements, so energy can be refocused on innovation.

This portfolio is supported by the Keystone Technical Support Center (KTSC), an on-shore, "always-on" team providing 24x7 support and management for customers technology and people, enabling them to refocus on the high value activities and key projects in their organizations.

530+
global customers
30,000+
devices supported globally
100%
vendor certified
6,000+
hours a month spent supporting customers
~100
changes to environments monthly
>200
technical community resources
  • Thousands of customer hour productivity gains
  • 24x7x365 Live answer
  • 1000+ tickets per month
  • >6,000 alarms per month
  • Cisco, NetApp and Microsoft certified
  • MSP Mentor 501 top Managed Service Providers
  • CompTIA Certified
  • 4.7/5 customer satisfaction rating
Recent Projects
Recent Projects

Softchoice Keystone Technical Support Center (KTSC)

The KTSC improves SLA achievement through reactive incident management while embracing a proactive strategy related to the infrastructure, allowing for higher up time and continual service improvement. Operating 24x7x365 days a year, the Softchoice KTSC is located in Toronto, Canada and provides support to tens of thousands of devices globally.

Fast Facts:

  • 24x7x365 live answer, no queues
  • Advanced technology and industry certifications
  • Bilingual (French/English)
  • Multi-channel support (web, phone and email)
  • Centralized North American global support
  • Access to technology labs for testing and R&D
  • Ability to escalate to field services

Keystone Essential

Keystone Essential Service combines a comprehensive portfolio of integrated technical support, maintenance and mentorship services designed to protect your IT environment and provide internal resources with the knowledge required to manage advanced technology infrastructures.

Business

Outlook & Continual Improvement

  • IT service management
  • Consolidated notifications
  • Technology outlook sessions
  • Monthly service reporting
  • Six Sigma & ITIL practitioners
Technology

Lifecycle Management

  • 24X7 live voice
  • Incident management
  • Root cause trend analysis
  • Hardware replacement
  • Contract management
  • Systems & process aligned with ITIL framework
People

Unlimited Configuration Mentorship

  • Knowledge of existing environment
  • Configuration advice, guidance & how-to's
  • Large support community (pre, post delivery)
  • Sharing of best practices
  • Deep technical expertise & certification
  • Vendor certified personnel


Keystone Monitor

Keystone Monitor provides clients with access to an industry-leading monitoring infrastructure along with a team of highly skilled, certified technology engineers through the Keystone Technical Support Center (KTSC).

Monitor
  • Industry leading tools
  • Availability
  • Performance
  • Best practice thresholds
Investigate
  • Validate alert
  • Create and document indicent
Take Action
  • Identify resolver
  • Manage escalation
  • Verify incident resolution
Insight
  • Dashboards
  • Views
  • Reports


Keystone Complete

Keystone Complete provides long-term operational simplicity for your environment based on an ITIL delivery framework and staffed by an always-on, highly certified team called the Keystone Technical Support Center (KTSC).

Keystone Complete is delivered through three key services:

Reactive Services
  • Incident & escalation management
  • Configuration mentorship
  • Third-party escalation
  • Problem management
  • Advanced parts replacement (optional)
  • Monthly service reporting
Proactive Services
  • Managed monitoring platform
  • Availability & performance monitoring
  • Monthly insight reporting
  • Inventory tracking
  • Contract & vendor management
  • Alert validation & resolution
  • Release management
  • Change management (MACs)
Strategic Services
  • Relationship management
  • Web-based portal
  • Premier internal escalation
  • Growth & performance analysis & planning
  • Technology outlook sessions
  • Quarterly service analysis & SLA reviews



What you can do right now?

Your Account Manager will set up an appointment with a Softchoice Solutions Architect to provide a formal proposal and statement of work that outlines all specific assumptions and deliverables. The Solutions Architect will answer any questions you have prior to implementation.

Supported Technologies

Vendor Device Type Essential Monitor Complete
Router
Switch
Wireless AP
Wireless Controller
Firewalls/Security
UC
UCS Servers
Hyper-V
Server 2003R2/2008R2
Office 365
Azure
Amazon Web Services
ESX Server
Intel
AMD
FAS/V-Series
FlexPod
VNX
Dell Servers

Contact a Softchoice Expert