Frequently Asked Questions

Warranties do take care of the products by themselves. Organisations can minimise the risks of individual products through adequate warranties. However, information system is amalgamation of various technology products that needs to be managed by following adequate processes and with knowledgeable technical resources while focusing on availability, performance and security.
The right managed service provider will perform following services for adequate maintenance of information system
1. Integration – configuration/reconfiguration, fine tuning
2. Break fix – trouble shoot issues affecting uptime
3. Administration – manage user request, optimise usage
4. Updates – updating hardware/software with appropriate patches
5. Management – Track users’ request, documentation, policy enforcement
6. Vendor management – managing various vendors for product procurement, warranty service tracking

The onus of maintaining knowledge, exposure and skill required to manage the IT system demands considerable amount of management bandwidth, dedicated resources, energy and money. IT system management would require Strategy, Management and execution team.
However at the same time there may not be enough work for such an elaborate team in an SME environment. Further to hire and maintain such exhaustive team would also mean substantial investment that may not be justified. In this scenario, the support of a Managed Service Provider (MSP), who offers acquired expertise and skill, with customised delivery options will be a wise choice in terms of expected performance of IT System. Entrusting support services to an MSP also addresses concerns of attritions and continued availability of adequate skills set.

Business information and organisation data face security risks from various factors both from internal and external environments. Whether the IT services are managed by own personnel or outsourced, it depends on the security risks mitigation awareness and professionalism of those who are having the ownership. Security risks also could be result of organisation strategy, policies to the employees and their usage practices.
Soffit, with its managed services, designed with due consideration of such security concerns, helps take care of threats internally from employees, guests as well as from external parties like vendors, Service Providers and business partners.
Soffit assists to devise strategies and policies along with implementation of security measures apt and suitable to the business establishments.

The cost of services depends on the expected level of operations, implemented technology, business requirements which call for use of multiple skill and knowledge. IT support cost is mix of the following direct costs:
End user device management
Critical IT systems ( applications, servers, storage, network & security)
Process management personnel and tools
Strategy
Optimized usage of same is essential to balance the costs involved. Soffit believes in customized options which envisage optimized resource usage. By availing an MSP service SMEs can also save the following indirect costs: HR/Recruitment
Training & certifications
Monitoring and managing the team
Attrition
Quick scaling and downgrading of business operation
Up keep of employees
Clients have absolute flexibility in picking and choosing what they want and have total responsibility and accountability on the services being used.

Soffit believes in creating an eco system to deliver excellent service to the client by aligning its support team with client’s IT team, application teams, suppliers & vendors.
Soffit would undertake responsibility to plan and design service delivery model along with the other stakeholders as given in the following models: Model 1 : Total responsibility of IT service management- Soffit assess the required effort and technical knowhow to meet the client’s expectation and build the team along with required management process.
Model 2: Shared responsibility of IT service management (Hybrid Model) – In this model we share certain responsibilities with client’s existing IT team and work harmoniously to meet organization goals
Model 3: Limited responsibility of specific technology areas- This model ensures the organizations IT team to fill the technical or process management gaps that they may find difficulty in handling
We have a firm belief that one size does not fit all; hence we have created the above options which could fit into specific needs and budgets of different organizations.