Managed IT Services

Infrastructure Management Services & Help Desk Outsourcing

Proactive technology monitoring, management and end user support.

Complete infrastructure managed services and outsourced help desk services to reduce costs, increase profits and mitigate business risks.

We can be your complete "IT Department” or work as a seamless extension of your current IT Department. Lewan’s managed services are all about enabling IT to be what it should be - a vital part of your business that can be leveraged to help your business grow, rather than just be a cost center. We accomplish this by proactively maintaining your infrastructure resulting in increased stability which translates to greater employee productivity. It also frees up your staff (IT or otherwise) from having to put out IT-related fires and allows them to focus on their strategic roles within the organization.

Lewan provides IT system management, monitoring and support for your IT infrastructure, including servers, network, phone systems, workstations, Citrix XenApp/XenDesktop, Cisco Unified Communications and Microsoft applications. We also provide full end user support with our outsourced tech support services, where your users contact us directly for IT support.

Let us help you solve these business challenges:

• Routine, everyday IT tasks that expend valuable time and resources.

• Inconsistent and delayed response to end user needs and issue remediation.

• Inadequate health, performance and utilization monitoring of networks and systems.

• Difficulty keeping up with software patches and updates.

• Lack of visibility into support metrics, including ticketing trends and common issues.

• Not enough time to get projects done and support critical business initiatives.

With three levels of support options:

Lewan ALWAYS ON Support With ALWAYS ON, rely on included 24x7 support no matter what happens in your IT environment. ALWAYS ON includes proactive monitoring and management of your infrastructure. We can also function as your end user help desk, supporting your employees with technical issues, taking the burden off your internal team. This service can be comprehensive across your entire IT environment or focused on specific technology assets that you’d like Lewan to manage.

Lewan SCHEDULED Support Your primary engineer will proactively manage and optimize your infrastructure, handling scheduled maintenance tasks and functions to keep your IT up and running. SCHEDULED support is a superior option if you need greater flexibility. With SCHEDULED support, your primary engineer will learn your environment and business drivers, helping maximize your IT investment.

Lewan SUPPLEMENTAL Support If you have an internal IT team, but need some additional support during peak times or a resource to rely on when your team can’t quickly resolve an issue, our SUPPLEMENTAL support is the answer. Your IT team has 24x7 access to our help desk experts to help troubleshoot the issue.

Managed Citrix Virtual Environments

Ongoing operational management and tuning of your Citrix XenApp / XenDesktop environment. This service provides our customers with the expertise to take on the ongoing management, maintenance and optimization of Citrix environments so they can focus on supporting their critical business applications. Ongoing management will be performed on the managed assets in the Citrix environment including the underlying servers, storage and operating systems. This solution goes beyond base server management and extends to other managed elements that support the Citrix application including Netscalers, systems, storage, Microsoft and Citrix software elements.

• Patch/Hotfix, Minor Application Updates

• Snapshot Management

• Change Control

• Documentation Management

• XenApp vDisk Image Updates

• License Management

• Certificate Management

• Worker Capacity Usage Review and Analysis in Each Silo (CPU, memory, disk performance, disk capacity)

• User Experience Metrics Review and Analysis

Managed Cisco Unified Communications

Lewan’s Managed Services for Cisco Unified Communications can provide your business with comprehensive 24 x 7 monitoring, maintenance and administration for enterprise infrastructure. Our team of experts delivers vital communications services, helping to ensure they meet the reliability and quality demands of end users by monitoring and proactively managing every critical component within their Unified Communications infrastructure.

Service elements include a comprehensive and full set of managed services along with Lewan's helpdesk team that covers all aspects of management and administrative activities. The scope of activities includes monitoring, alerting, upgrades, full problem troubleshooting and remediation. Learn more about our UC and collaboration solutions.

Managed Cloud Hosting

Managed cloud storage services provide dedicated secure infrastructure, computing, bandwidth and utility storage.

Utilize Lewan’s SLA-driven flexible, scalable and on-demand cloud service management to design, build and operate your cloud infrastructure.

Let us manage the time and resource commitment of infrastructure design, selection, build and operations so you can focus on business. Remove the barriers of infrastructures that are difficult and costly to change, giving businesses the technical tools needed drive innovation and agility. By leveraging our cloud outsourcing solutions, businesses can increase application efficiency and enhance security while still meeting critical compliance requirements.

• Swift deployment. Our enterprise-class cloud-based infrastructure can deploy and scale production applications in minutes to hours versus weeks to months.

• Customized data centers. Virtual private data centers on our infrastructure offer the same privacy and flexibility customers are accustomed to in their own data centers.

• Personalized solutions. A wide offering of additional cloud and managed services are tailored to address competency or capacity gaps and meet individual needs.

• Proactive approach. Preventative maintenance and performance monitoring services ensure critical infrastructure stacks are healthy and functioning reliably and optimally.

• Money saving. Rely on cost-predictive, configurable support for a fixed monthly cost.

• Patent pending networking technology. Layer 2/3 networking customization uses customers’ existing vLAN and IP schemas to extend networks into our cloud environment.

• Experienced and tenured support. Highly skilled and certified Lewan specialists help you right size your IT function and respond more effectively to business needs.

• Hybrid solutions. Whether on premise, in our data center colocation facilities or cloud nodes across the US and EMEA, our breadth of options maximize IT service capabilities.

• Infrastructure optimization. The Lewan helpdesk identifies, reports and resolves critical issues in real time.

• Improved security. Your environment is backed up, secure, protected and available through industry best practices.

Capabilities:

• Tier III data center

• IaaS – highly available with 100% uptime SLA

• Virtual and dedicated private cloud

• Granular scale and flexible resources

• Disaster recovery target

• Data center colocation / server colocation services

• Carrier-neutral WAN cross-connects

• Network and security equipment (BYO or OPEX)

• 8-carrier mesh internet connection

• VMware Platform – vCloud Director

Managed Cyber Security

Reduce the costs and complexity of network security monitoring and management.

IT security management, monitoring and support for your IT security infrastructure, including end user devices, servers, network, firewalls, and other security devices.

Lewan provides complete IT coverage while reducing costs, increasing compliance and mitigating business risks. We can be your complete Security Operations Center (SOC) or work as a seamless extension of your current IT department.

• Audit-ready reports to reduce the costs and headaches of preparing for compliance audits.

• A security platform under direct FFIEC (Federal Financial Institutions Examination Council) oversight.

• Security Information and Event Management (SIEM) Intelligence and advanced detection techniques to prevent attacks that are difficult to detect.

• Correlation of security events across our entire customer base, which enables us to react to emerging threats quickly and intuitively.

Firewall Management

Our managed network security service experts monitor your firewalls and handle time-consuming updates and patches. Firewalls should always be the first line of defense in protecting your network from malicious threats. However, firewall and network management can be challenging, time-consuming, and expensive.

Security Operations Center (SOC)

We provide a SOC that clients can leverage in addition to our managed services Network Operations Center (NOC). These services can be utilized separately or together based on your needs.

Our team of network monitoring services experts handles tedious updates, configurations and patches, saving you time and money. We also monitor your network, eliminating the need to staff an internal security team around the clock. Advanced reporting provides real-time insight into firewall activity and our unparalleled compliance expertise reduces the costs and headaches associated with meeting regulatory compliance and network security concerns.

Lewan has Passed the SSAE 18 SOC 2 Type II Audit

Lewan can help develop a customized security framework that is specific and sustainable for your organization. We have the policies, procedures and guidelines in place to allow us to meet an industry standard called SOC2 Type II. This is a tough standard to reach and it’s why most of our competitors have not tried to meet it.

Let us help you solve these business challenges:

• Daily IT security tasks that expend valuable time and resources.

• Inconsistent and delayed response to security incidents.

• Lack of vulnerability management for IT devices (servers, desktops, IoT)

• Difficulty keeping up with software patches and updates.

• Lack of visibility into security metrics, compliance reporting (e.g. FFIEC, HIPAA, PCI)

• Lack of security skill set in the industry or time to properly monitor security equipment.

Managed Data Backup & Disaster Recovery Services

Secure, reliable and scalable data protection solutions.

Comprehensive data protection services, business continuity management and disaster recovery backup for your critical data.

Our managed backup and disaster recovery services provide peace of mind and secure, reliable and scalable cloud backup solutions and remote data backup at world-class data centers. Also available is an option that provides local data backup.

• Backed by solid engineering experience (your "Virtual Backup Administrator”).

• Flexible service options for on-premise solutions, hosted offsite data backup options and cloud backup solutions.

• Initial backup and recovery assessment, custom job scheduling and retention.

• 24x7 priority-based automated enterprise-level data backup and alerting with access to user interface.

• Lewan provided onsite appliance and cloud storage.

• Proactive monitoring and testing of backup and recovery processes.

• Disaster recovery backup "ready” through ability to recovery VMs in data center (optional).

• Minimizing employee (end-user) downtime and loss of productivity associated with data loss.

• Advanced data protection technology to ensure data recovery and availability.

• Concise and informative reporting.

• Auditable data protection for compliance without additional hardware or software investment.

• 24x7 online ticketing system (service desk).

• Advanced application support including exchange message level, SQL, SharePoint and VMware.

• Encrypted backup to local on-premise appliance for fast recovery.

Telecom Expense Management

Telecom consultants specializing in audit, expense management and cost reduction.

We audit and optimize your telecom carrier expenses and renew and manage IT vendor support contracts for you—at no cost.

Included as a complimentary service to Managed Services customers, our contracts and telecommunications consulting specialists will help you optimize technology spend, telecom expense control and contract management.

Telecom Expense Management Services

Optimize bandwidth, availability and costs while simplifying the analysis and provisioning process. Our specialists are carrier neutral in their approach so they can provide billing audit services help ensure the lowest total cost of ownership. We manage the provision of the new circuit contract creation process and track orders through completion for you. Also logging, tracking and escalating repair tickets on your behalf and providing project management and status reporting for new and existing circuits.

• Internet, Private Line, and Enhanced IQ Data bundles

• Integrated IP-based Voice with Internet

• Metro Optical Ethernet

• Microwave Wireless Technology

Managed Vendor Contract Maintenance Services

Prevent equipment downtime, contract lapse and denial of service by letting us handle your vendor contract management. Our support contract audit services help ensure you’re fully protected on all necessary devices with correct and accurate service levels by offering creative coverage scenarios. We also audit for decommissioned devices for which you no longer need support, saving you money. Our proactive approach ensures your contract is renewed in a timely fashion, avoiding any potential lapses in support. Our dedicated team manages your inventory moves, additions, and changes for you and have the ability to co-term and / or consolidate your existing hardware and software contracts to improve your budgeting and planning.

Managed Print Services

Focus on core business not printer management.

Make printing easier by letting Lewan's managed print solutions optimize and service your fleet of desktop printers.

Managing your company’s printers, copiers, scanners and fax machines is not only time consuming, but costly. Let our print management team worry about it for you. Our managed print services go beyond the typical cost-per-print program from other print management companies that provide just toner and break/fix for your printers.

We build a true print management solutions platform by implementing a targeted strategy for improving processes and increasing efficiencies. Through a combination of customer support and software infrastructure, Lewan provides monitoring for all networked printers, addressing issues proactively before they affect end users.

• Take control of untracked expenses. By understanding your print technology, usage patterns and cost, our team of specialists will work with you to find ways to improve efficiency and quality, while reducing the cost of printing.

• Predictable printing. Budget proactively with Lewan’s fixed cost program that includes toner, parts and labor, supported by a service level agreement.

• Auto toner delivery. Eliminate the hassle of an overflowing supply closet and time spent chasing down supplies. We’ll automatically deliver the right toner, to the right place, at the right time for most networked printers.

• Unburden your IT team. Our program takes the burden of managing desktop printers off your IT team, while developing a roadmap for printing optimization.

• Consolidated reports. Advanced reporting tools integrate all print related data into a single report that includes data by device, user, department and cost.

• Reduce waste. Reinforce green printing policies by setting rules to minimize color usage, default duplex printing or drive jobs to the lowest cost device.