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What are managed services anyway?

Managed service is the practice of proactively outsourcing management responsibilities and functions and is also a strategic method for improving operations and cutting expenses. Managed services are an alternative to the break/fix or on-demand outsourcing model where the service provider performs on-demand services and bills the customer for work done on a time and materials basis.

Under the managed service subscription model, the client (that’s you) is the entity that owns or has direct oversight of the system being managed, meaning you own it. The managed services provider (MSP) is the service provider delivering the managed services. CastleHill is the RSA Archer MSP. The client and the MSP are bound by a contractual, service-level agreement that states the performance and quality metrics of their relationship.

How do managed IT services benefit me?

Adopting managed services is known to be an efficient way to stay up to date on technology, have access to necessary skills, enjoy continuity of resources, and address a range of issues related to cost, quality of service, and risk.

CastleHill will establish a single point of contact for all your RSA Archer managed service requirements, including configuration and maintenance. Post implementation, remote monitoring of system logs and critical services allows us to proactively identify potential issues with your RSA Archer platform instances that may cause downtime.

A sampling of managed services we provide includes setup, installation, configuration, real-time service and event log monitoring, anti-virus/anti-malware software installation and updates, change control, controlled platform updates and patching, managed firewall protection, client VPN access, and personalized monthly status reports.

Will I have one point of contact to call when I have problems?

Yes! Our best-in-class RSA Archer Service Desk will be your single point of contact for all of your support needs. Our service desk team has cultivated a specific skill set and a clear understanding of the business model and their role in IT.

What if I have an emergency issue in the middle of the night?

Your service desk will be readily available during your standard operating hours, and a Level 2 Support expert will be assigned to your account and available 24/7.

What kind of response times can I expect?

We work with each client to establish specific expectations around service level agreements (SLAs).

What if I need more than standard managed IT services?

CastleHill is a leader in both technology and strategic RSA Archer consulting services. Our governance, risk and compliance experts can provide an in-depth assessment of your organization’s RSA Archer needs and then guide you through any deployment, project, upgrade, or other business need.

Please contact us for any additional inquiries! We’re happy to answer your questions.

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