Application Management Services

Companies rely on various applications to drive their business processes forward. Today the core of enterprise environment depends on different ERP, CRM, SCM and other solutions. Application issues can cause significant impact to the business, resulting in customer dissatisfaction, employee performance degradation and even financial loss. It is, therefore, critical that business applications are managed proactively by a team dedicated to assure normal operations.

Key characteristics of Bulpros Application Management Service are:

1. Proactive monitoring of application availability, performance, errors and failures
2. 24x7 support by 2nd and 3rd level engineers
3. ITIL compliant Incident, Problem and Change management processes
4. Application support for and not limited to enterprise vendors (SAP, Oracle, Microsoft)
5. Commitment to customer satisfaction underpinned by guaranteed response time and clear escalation procedures in Service Level Agreement (SLA)

Our Value Proposition is:

1. High quality and continual service improvement based on Six-Sigma approach
2. Acquire access to highly trained professionals
3. Reduce total cost of ownership
4. Processes compliant with ISO 9000 Standards and ITIL Framework
5. Improved availability and performance  of applications

With our flexible service offerings we can provide your company with a solution tailored to your business needs.

IT Infrastructure Management Services

With the rapid development of Information technologies, today’s business becomes more and more dependent on them. The design, integration and support of proper IT infrastructure, meeting the companies’ requirements in terms of size, budget and organizational structure, delivers outstanding performance. We realize that seamless alignment between business and IT is crucial for success and that is where our IT Infrastructure Management Services are targeted to. Bulpros IMS are focused on the core infrastructure areas:

Platform Management

Bulpros Platform Management Services offers reliable ITIL-compliant support for any Unix/Linux and Microsoft server infrastructure. Our team will monitor server utilization, availability, performance and configuration.  Our system administrators work in real time to assure normal server operations and to prevent interruptions and downtime. Platform management services include:

• 24/7 monitoring and administration of the server, using latest technologies
• Operating system upgrade and version control
• Remote Incident, Problem and Change management
• Patching and security checks
• Optimization of system resource usage (disk, CPU, RAM)

Network Management

Bulpros Network Management Services offer design and support of robust, scalable and high performance data and voice enterprise network infrastructure. As most IT systems depend on the network environment, our network administrators work in real time to assure high availability and optimal performance. Network management services include:

• 24/7 monitoring and administration of network devices (routers, switches, firewalls, load balancers, etc.)
• Remote Incident, Problem and Change management
• Performance management - monitoring and management of network utilization, proactively identifying network degradation and avoiding impact
• Capacity management -  analysis, planning and optimization of network bandwidth
• Network security management - access control and firewall management 

Storage & Backup Management

Bulpros Storage & Backup Management Services assure high level of mission critical data availability, integrity and redundancy. Our highly trained engineers have experience in managing complex storage and backup environments of SAN/NAS and tape libraries built with cutting-edge technologies by leading vendors (EMC, Brocade, HP, IBM, and Cisco). Storage & Backup Management Services include:

• 24/7 monitoring and administration of the storage and backup devices (SAN switches, storage arrays, backup tape libraries, etc.)
• Remote Incident, Problem and Change management
• Capacity management - analysis of trends, resource utilization and planning the growth and scalability of SAN and backup solutions
• Performance management and optimization

Database Management

Bulpros Database Management Services provide cutting edge technology support for enterprise class Oracle, SQL Server, MySQL, Informix, Sybase and Postgre SQL. Our experienced database administrators provide high level of service assuring quality, no-data-loss, reliability, stability and availability of database. Database Management services consist of:

• 24/7 monitoring and administration of database environment (standalone and cluster databases - MS SQL cluster, Oracle RAC, etc.)
• Remote Incident, Problem and Change management
• Replication, backup and recovery - setup of replication scheme that meets business needs
• Performance management - proactive optimization and performance tuning of database through set of best practices
• Capacity management - analysis of trends, utilization and proactive allocation of resources, that delivers best performance
• Migration and Upgrade - migration of data and continuous upgrade and patching of existing databases
• Security management - implement database security that allows only authorized access.

Messaging & Collaboration Management

Bulpros Messaging & Collaboration Management services offer support for the solutions of the industry leading vendors in the sector. Today's Business extremely depends on communication and our professionals work in real time to assure high availability and effectiveness of the M&C infrastructure. Messaging & Collaboration Management Services include:

• 24/7 monitoring and administration of messaging & collaboration solutions (Microsoft Exchange, Microsoft SharePoint, Lotus Domino, Blackberry, etc.)
• Remote Incident, Problem and Change management
• Capacity management - analysis of the growing needs of the organization, planning and optimizing data store usage.
• Performance management - proactive identification and removal of bottlenecks, causing service degradation
• Migration and Upgrade - migration of users from one system to another and system/version upgrade of installed servers
• Security management - implementation of security policies and levels of access

Desktop Management

Bulpros Desktop Management Services provide centralized solution for end-to-end desktop management. Our remote management administrators with their expertise and by using specialized tools ensure the health and performance of desktop equipment and peripheral devices. Desktop Management Services include:

• Asset and Inventory management -  build and maintain asset management database, that facilitate planning, budgeting and compliance initiatives
• Operating system management - standardization of OS builds, remote deployment and OS upgrades
• Application management - remote installation, repair, update and uninstallation. Monitoring of application usage and license management.
• Performance management - proactive identification and resolution of issues that cause performance degradation.
• Backup management - implementation of backup solution, protecting from critical data loss
• Security management - testing and deploying security patches. Centralized management of anti-virus and anti-spam solutions

IT Service Desk

The focus on both partner and customer needs is a key factor for success in today’s competitive market. Bulpros provides flexible and scalable solutions which respond to the requirements of business (B2B) and consumer (B2C) domains. Our priority is the total customer satisfaction and we ensure it through constant quality management, implementation of tailor-made solutions and continual service improvement based on analysis of the changing needs of our clients.

The IT Service Desk is in the heart of our IT Service Management model. With focus on people, process and technology it provides high quality support to end users, minimizing cost and maximizing resolution on first contact.

Bulpros IT Service Desk capabilities include:

• Providing single point of contact for IT related issues to users 
• Providing multilingual support for over 10 languages
• ITIL based framework and Service Delivery model
• IT Infrastructure Management and support covering desktop/laptops, servers, office productivity suites, e-mail and browser support, network and connectivity issues, industry leading business and custom applications
• Incident management of user queries, managing them through their whole lifecycle till resolution within agreed service level agreements (SLA)
• Setting up knowledge base
• Handling user account management
• IMAC Support - Installation, Movement, Addition and Change of new hardware and software
• Log and Dispatch - Creation of tickets from various inbound channels(phone, email, web portal) and dispatching them to appropriate teams after analysis

Contact Centers

Pressured by the Business to decrease cost without compromising quality, many companies take the decision to outsource non-core activities to outsourcing providers. That step brings number of other competitive advantages like lowering overhead, increasing customer satisfaction, leveraging infrastructure, access to resource of highly trained specialists.

Bulpros Contact Center Services cover broad spectrum of customer support and telemarketing needs of enterprises. With commitment to excellence and utilization of latest technology and best practices we provide inbound, outbound and e-contact services that can be customized to meet and exceed the requirements of any business model:

Inbound services

• Customer service
• Product support
• Order taking
• Sales support (upsells, down-sells, cross-sells)

Outbound services

• Customer service and retention
• Lead generation and qualification
• Surveys and market research
• Sales support (upsells, down-sells, cross-sells)
• Registrations
• Renewals
• Web callback

E-contact services

• Web chat
• Email support service

Data and Content Management Centers

In the Era of high technologies quick and easy access to data as well as data integrity are crucial for successful business. Management of data sometimes is a complex and time consuming activity which can affect your company’s effectiveness and slow down your growth. Bulpros Data and Content Management services conform to security principals of ISO 27001 standard and include:

Data Management

• Data entry
• Data processing
• Data capture
• Data mining
• Data converting

Content Management

• Document management
• Catalogue management
• Content conversion
• Document archival and retrieval

Data and Content Management Centers

With the constantly changing IT technologies and business needs, IT departments often face the challenge to run big projects for refreshment, migration, upgrade or redesign of their IT infrastructure. At Bulpros we are ready to support such projects by building team of professionals, who can work remotely or go onsite and collaborate with customer IT specialists. Our Project Support Services cover the whole portfolio of services included in our Infrastructure Management and Application Management services.