Keeping your infrastructure manageable, scalable, secure as well as resilient is becoming complex with hybrid challenges. In today’s technology world of digital and cloud-based evolution, your business performance depends majorly on your IT infrastructure. It empowers the users and keeps the business up and running.

Cygnet DES’s Managed IT services for small, medium, and corporate enterprises across a broad spectrum of industry sectors while working in collaboration with our clients to understand their business requirements and match IT infrastructure and support requirements to their budget, thus ensuring an effective and secure IT environment.

Managed IT Services by Cygnet DES will help you have a platform on which you build exceptional experiences. Our SMEs and consultants focus on aligning IT operations to business needs along with a 24*7 support center.

Why choose Cygnet DES

Cygnet DES manages data, technology, and people to optimize performance

We offer a talented and industry experienced workforce

We help you achieve the ‘always-on’ state by providing access to IT services that address issues related to cost, quality of service and data security

Our team allows you to free your in-house workforce so that they can focus on priorities

Customized and favorable service level agreements (SLAs) based on business requirements

Quick implementation with emerging technologies

The outcomes we deliver

Enhanced business agility, scalability, and continuity

More time to better target your core strategic business areas

Holistically streamlined operations with proactive monitoring and issue fixing

Centralized applications and servers for data compliance and cybersecurity support

Minimized downtime and greater scalability

Improved security

Reduced resource and infrastructure costs

Our offerings

Remote/on-site support

Cygnet DES team is experienced and equipped with smart management of on-premises as well as cloud infrastructure management. We provide a full range of managed support services to meet the needs of small businesses, midmarket companies, and large enterprises. Our network and server performance monitoring solutions provide real-time visibility into your servers, networks, and applications.

Enterprise support services

Enterprise Support Services by Cygnet DES allow organizations to focus on creating winning business strategies, on innovating their offerings, and reorganizing their processes & operations. We provide consulting, implementation, and managed services that deliver proactive and remedial support for modern day dynamic and hybrid technology landscapes.

L1 support (help desk)

We provide the first line of support via chat, phone, and email communications. With Cygnet DES L1 Support/Help Desk, you get a single point of contact (phone/email/chat/portal), basic troubleshooting and resolution, call routing and escalation.

The support services also include:

  • 24*7*365 Offshore Support
  • Remote/On-site Managed Support
  • Onboard the customers and interact with them to understand their problems
  • Logging/categorizing/prioritizing/tracking/routing the incidents/issues/tickets reported by users/client
  • Logging/categorizing/prioritizing/tracking/routing the incidents/issues/tickets found while monitoring
  • Responsible for proactive monitoring and can raise the ticket/incident if any issues are found during the monitoring
  • Application availability & performance monitoring including Services & Database using the agreed set of tools procured by the client
  • Escalate the logged incidents/issues/tickets to L2 Level Support
  • Communication with users/clients as required; keeping them informed on raised incidents/issues/tickets & their progress

L2 support (application monitoring)

L2 support handles the tickets that L1 routes to them. It also includes in-depth application and system incident resolution, as well as a knowledge base, thorough documentation, training, and incident trending analysis.

The support services also include:

  • Platform License Renewal & Upgrade
  • Categorizing/prioritizing/tracking/routing the incidents/tickets reported by the L1 Support Team
  • Logging/categorizing/prioritizing/tracking/routing the issues/incidents found while alerts review which has been sent by Monitoring Tools
  • Resolve incidents/tickets escalated by the L1 Support Team as per the agreed SLAs, such as minor bug fixes, restart service/server/storage/database, etc.
  • Notifying (by email) L1 Support Team on raised incidents/tickets & its progress
  • Notifying (by email) to client on the impact or agreed outages if any
  • Responsible for preparing root cause analysis [RCA] for P1 incidents/tickets
  • Escalate the incidents/tickets to Level 3 Support as required

L3 support

L3 support is the last line of support and consists of a development team that resolves technical problems. Cygnet DES L3 Support covers base application, customizations, and integrations.

The support services also include:

  • Bug fixing/error resolution from the unresolved L2 tickets or escalated incidents/tickets by the L2 Support Team
  • Solution deployment, Infrastructure maintenance, such as release/patch management, up-gradation, and data back-up & recovery
  • Performance tuning and capacity planning

Get in touch

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