Managed Services & Technical Support

PT Nakiba Data Teknologi provides Managed Services and Technical Support to ensure the continuous performance, security, and reliability of clients’ IT environments. Our proactive and service-oriented approach enables organizations to focus on their core business while we manage, monitor, and optimize their technology operations.

Service Objectives

Our Managed Services & Technical Support aim to:

• Ensure stable and uninterrupted IT operations
• Minimize system downtime and performance issues
• Improve operational efficiency and reliability
• Enhance system security and compliance
• Reduce internal IT operational burden
• Optimize total cost of ownership (TCO)

Scope of Services

1. 24/7 System Monitoring & Alerting

We continuously monitor critical systems and infrastructure.

Includes:

• Server, network, and application monitoring
• Cloud and data center performance tracking
• Automated alert management
• Incident detection and escalation
• Proactive anomaly identification

2. Incident, Problem & Change Management

We manage IT issues systematically to minimize business impact.

Includes:

• Incident response and resolution
• Root cause analysis (RCA)
• Problem management
• Change planning and approval support
• Service continuity management

3. Preventive & Corrective Maintenance

We maintain system health through scheduled and on-demand services.

Includes:

• System health checks
• Patch and firmware updates
• Security updates and vulnerability remediation
• Hardware diagnostics
• Configuration optimization

4. Technical Helpdesk & User Support

We provide professional technical assistance for end users and IT teams.

Includes:

• Multi-channel support (email, phone, ticketing system)
• Level 1, 2, and 3 technical support
• Remote and on-site assistance
• Application and system troubleshooting
• User guidance and documentation

5. Backup, Recovery & Business Continuity Management

We protect business-critical data and systems.

Includes:

• Backup policy design and implementation
• Backup monitoring and validation
• Data recovery testing
• Disaster recovery support
• Business continuity coordination

6. Performance Optimization & Capacity Management

We ensure optimal system utilization and scalability.

Includes:

• Resource utilization analysis
• Bottleneck identification
• Capacity forecasting
• System tuning
• Growth planning

7. Security Operations & Compliance Support

We help maintain strong security posture.

Includes:

• Security monitoring and alerting
• Log management and analysis
• Access control review
• Compliance reporting support
• Incident response coordination

8. Service Level Management & Reporting

We ensure service transparency and accountability.

Includes:

• SLA and KPI monitoring
• Monthly/quarterly service reports
• Performance review meetings
• Continuous improvement planning
• Service optimization recommendations

9. Managed Services Training & Knowledge Transfer

We empower client teams through structured enablement programs.

Includes:

• System administration training
• Operational best practices workshops
• Incident handling simulations
• Documentation and SOP development
• On-the-job mentoring

Service Delivery Methodology

1️⃣ Onboarding & Transition

• Environment assessment
• Documentation review
• Knowledge transfer
• Service scope alignment

2️⃣ Stabilization Phase

• Baseline performance measurement
• Issue remediation
• Monitoring optimization

3️⃣ Operational Management

• Continuous monitoring
• Incident handling
• Preventive maintenance

4️⃣ Optimization & Improvement

• Performance tuning
• Process enhancement
• Technology upgrades

Key Deliverables

• Managed Services Agreement & SLA
• Monitoring & Incident Management Setup
• Operational Runbook
• Monthly Performance Reports
• Security & Compliance Reports
• Knowledge Transfer Documentation
• Improvement Roadmap

Key Benefits

✔ Reduced system downtime
✔ Predictable IT operational costs
✔ Improved service reliability
✔ Enhanced security and compliance
✔ Faster issue resolution
✔ Increased internal productivity

Why Choose Nakiba for Managed Services & Support

• Dedicated support team
• Proven ITIL-based service processes
• Proactive monitoring approach
• Flexible service models
• Strong escalation management
• Integrated training and enablement