Question 1

Technical Services Support

Accepted Answer

Blue Hill's on-shore Systems Administrators provide operating systems support, patch management, OS system utility management, and problem determination/troubleshooting for our cloud infrastructure clients. Through advanced monitoring our engineers have access to key resource utilization, such as CPU and disk space allowing potential performance issues to be addressed on a proactive basis before key application systems are impacted.

Question 2

Operations Support / Console Monitoring

Accepted Answer

Blue Hill’s 24/7 operations team continuously monitors from our Pearl River, NY Operations Center using a suite of tools which provides insight into our server platform and network equipment. Online monitoring includes Health (Availability, Performance and Capacity), Backups, Operating Systems and Application Functions, and Operational Monitoring. Thresholds for critical system metrics and reactions to them are encoded in Blue Hill's management environment.

Question 3

Account Management

Accepted Answer

The Blue Hill Account Manager is the client’s primary advocate for ensuring effective communication through regularly scheduled meetings. Acting as the clients’ liaison across the Blue Hill teams, including technical services, operations and all other support teams within Blue Hill, your Blue Hill Account Manager will ensure client satisfaction through timely service, reliable operations, program efficiency and cost control, documentation reports, and responsiveness to the client’s needs.

Your Account Manager will coordinate and facilitate all client requirements, including audit requirements, regarding Technical Services, Network Services, Operations, Service Desk, Third Party organizations, such as software vendors, and all Disaster Recovery coordination and documentation. Your Account Manager will make certain that all our service-related areas are working cohesively to provide the highest level of support. He or she will manage daily support services, ensure timely and accurate delivery of information, always achieving client satisfaction.

Question 4

Service Desk

Accepted Answer

Blue Hill robust 24/7 On-Shore Service Desk supports all Blue Hill offerings and platforms. The Blue Hill Service Desk acts as the single point of contact by phone call or email for clients and support staff. The Service Desk Analyst proactively works to resolve requests and issues upon initial contact, and coordinates escalation and follow-up with support teams. Blue Hill utilizes a full featured, multi-client Service Desk application called iSDMS (Information Service Desk Management System) to track problems, change requests, and service requests for all Blue Hill clients. The secure cloud-based application documents all information and provides extensive search and reporting capabilities.

iSDMS includes a fully customizable automated client interface that allows for the synchronization of tickets between iSDMS and the client’s own Service Desk system, i.e., Remedy, ServiceNow, Ivanti, Jira, etc. In addition, a web-based portal is available 24/365 to clients for self-serve access to their tickets and information. Our process is very flexible and can be "fine-tuned" to meet any specific needs of the client.

Server Hosting

Financial Services IT Centralization: Reducing Costs with Customized Managed Hosting Solutions and Personalized Support

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Server Support Services

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A shift from CAPEX to OPEX

A reduction in total cost of ownership (TCO)

Fixed pricing for better budget management

Client-centric service

24/7 support

Single point of contact for issue resolution

Expertise across all platforms

Fully customized solutions; never one-size fits all

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