IT Services Agreement Descriptions
Reactive I.T. Service
1. Service Description
The Reactive IT Service is designed to provide prompt assistance and support for any issues or incidents that may arise with the customer's IT infrastructure, systems, and devices. Unlike proactive services, the Reactive IT Service is entirely initiated and driven by Customer and requires a support ticket to be raised whenever assistance is needed.
The service includes unlimited access to the Galtec Service Desk however does not include time to plan and deploy changes which are billed and deducted from pre-purchased Change Control time.
2. Service Features
2.1 Unlimited Service Desk Access: As part of the Reactive IT Service, the customer enjoys unrestricted access to the Galtec Service Desk. Our team of skilled and experienced IT engineers will be readily available to respond to any technical inquiries, concerns, or incidents raised by the customer through the designated ticketing system within the response SLA detailed within the Statement of Services.
2.2 Tooling for Device Connectivity: To ensure seamless and efficient support, our Service Desk rely on remote access tooling to securely connect to every supported device listed within the Statement of Services. This tooling is a prerequisite for providing timely and effective assistance and must be in place on any supported device for the SLA to apply.
2.3 Daily Backup Monitoring: To make best endeavours for a stable backup service, the Service Desk will monitor the success and failure of daily backups and resolve issues when identified. Customer will be notified of any issues which cannot be resolved before the next backup commences.
2.4 Access to Strategy Guidance: Customer has unrestricted access to a team of experienced senior architects. These experts provide valuable strategic technical and business guidance to the organisation. The customer can tap into the architect’s wealth of knowledge to plan detailed strategies that align IT initiatives with business goals, paving the way for optimised operations and enhanced productivity with a spread cost over time. The benefit ensures that the customer can make informed decisions, proactively adapt to technological advancements, and stay ahead of the competition without incurring additional consultation costs for strategic planning.
2.5 Service Desk Tools: ConnectWise Manage will be used by Galtec for the logging of incidents, change management and project management as part of the service. Incidents reported to the Service Desk are logged and regularly updated within ConnectWise Manage by the assigned Service Desk engineer(s) from initially being opened through to being marked as complete. These updates are shared via email to the reporting user or can also be used for reference by another member of the Service Desk team when the reporting user requests an update with progress of the incident being investigated. ConnectWise Manage can also utilised by IT staff at Customer (where applicable) to allow for direct visibility of Customer incidents. In addition to incident visibility and tracking, this will allow the IT staff of Customer to log incidents directly within ConnectWise Manage (where applicable).
2.6 Third Party Escalations: Where practical, Galtec will take responsibility and ownership of resolving faults with third party service providers. These external vendors are not affiliated with Galtec and have commercial and service relationships in place directly with Customer. It may be a requirement for the third party to be notified of Galtec’s relationship with Customer and approval may be required before Galtec can escalate cases on your behalf. Galtec are unfortunately unable to take responsibility for any delays caused by this. In some cases, it may be suitable for Galtec to lead the full engagement with the third party provider where the issue is of a technical nature (for example, if Single Sign On to an application has failed). In other scenarios, Galtec may require the assistance of Customer’s internal application champion to lead the engagement, with Galtec supporting from a technical standpoint (for example, if a Sage application has an issue launching, Galtec engineers will work with users and Sage support to ensure the application dependencies are met from a platform perspective). This scenario may be a necessity if intricate knowledge of how the application is used day to day is required. Where this is required, Galtec engineers will work closely with Customer to clearly define what is needed.
2.7 Minor Changes: The service includes unlimited Minor Changes, which are categorised as low complexity, low risk of downtime and under 1 hour to complete. If a change request doesn’t meet those criteria, Change Management Time will be required to complete the requested change. The classification of changes in an IT Managed Service is at Galtec’s discretion and our team will advise in each scenario the determined classification. Further details on Change Management Time can be found here.
2.8 Joiners, Movers and Leavers (JML): Galtec will take full ownership and operational responsibility for Joiners, Movers and Leavers (JML) processes which have been defined in line with ISO27001 security standard compliance. Galtec Service Managers define and implement the procedures during service start and oversee JML procedures to ensure compliance. Any modifications to JML procedures require approval in writing from an Authoriser once implemented to ensure changes are carefully reviewed for consistency and security.
3. Customer Responsibilities
3.1 Ticket Initiation: Under the Reactive IT Service, it is the customer's responsibility to raise support tickets for any IT-related issues they encounter. Tickets can be initiated via phone, email or our designated ticketing system, providing essential details about the problem or incident.
3.2 P1 Incidents: All Priority 1 incidents (defined as a full site down or all users affected) must be raised by telephone for SLAs to apply.
4. Exclusions
4.1 Proactive Monitoring and Remediation: Please note that the Reactive IT Service does not include proactive monitoring Customer's IT infrastructure or systems. Our team will not actively monitor the environment for potential issues or act to take preventive measures before an issue occurs. If proactive monitoring and remediation are required, the Proactive I.T. Service will be a better fit which includes engineer labour costs and NCentral licences to introduce automation to support system health.
4.2 Scheduled Maintenance: Any scheduled maintenance activities or updates are not covered under the Reactive IT Service. However, customers will be notified in advance about any planned maintenance that may temporarily affect their IT services as part of Galtec’s commitment to upgrading service tools.
5. Service Availability
The Reactive IT Service will be available as listed in the Statement of Services. Response times for support tickets will adhere to the SLA commitments for this service listed in the same document.
6. Service Limitations
While our team is committed to providing efficient and timely support, please be aware of the following limitations:
6.1 Third-Party Devices and Software: Support for devices and software not explicitly supported by the Galtec Service Desk may be limited or unavailable under the Reactive IT Service. Customers are encouraged to inquire about the compatibility of their IT assets with our services.
6.2 Service Desk Communication: Communication with our Service Desk is limited to technical support requests and related inquiries. For non-technical matters or general inquiries, customers should contact their designated account manager.
6.3 Hardware Support: Hardware support will be provided on a labour only basis. We will only provide hardware support without charge if the hardware is listed within the Customer Devices field within a Statement of Services and where the hardware is covered by a current vendor parts warranty.
6.4 On Site Warranty Fix: On site hardware repair may be charged at the rates listed within the Charge Matrix of Appendix 3 in the Statement of Services. Unlimited on-site days are not available for hardware repair. Galtec will make reasonable efforts to repair hardware which is outside of manufacturer’s warranty and reserve the right to deem a piece of hardware beyond economic repair. In such a case we will recommend a suitable replacement.
6.5 Changes: The service only includes unlimited access to the Service Desk to resolve issues and carry out Minor Changes. In a scenario where a Major Change is required to the system this is dealt with using a separate agreement for a bank of time purchased against an SLA with the specific purpose of managing Change carefully in your environment. The following classifications apply:
Minor Changes are included in the service. A minor change is categorised as low technical complexity, under 1 hour to complete or low risk of downtime.
Major Changes are excluded from the service and require the purchase of additional Change Time purchased up front on an SLA to manage change carefully. A Major Change is categorised as high technical complexity, over 1 hour to complete or has a high risk of downtime.
Classification of changes is at Galtec’s discretion. Further information on Change Time can be found here.
Proactive I.T. Service
1. Service Description
The Proactive Managed Service is a comprehensive, best of breed IT support offering to deliver proactive, real-time monitoring, and optimisation of Customer I.T. infrastructure. This service goes beyond reactive support by actively monitoring all supported systems and taking proactive measures to ensure optimal performance, security, and reliability.
The service includes unlimited access to the Galtec Service Desk however does not include time to plan and deploy changes which are billed and deducted from pre-purchased Change Control time.
2. Service Features
2.1 Remote Monitoring and NOC Updates: The Proactive Managed Service includes continuous remote monitoring of all supported systems. Our Network Operations Center (NOC) receives real-time updates every 5 minutes, enabling our team to promptly detect and respond to any potential issues or performance anomalies. Breaches to monitored thresholds are automatically raised with the Service Desk team with a predetermined priority level and responded to within the SLA defined in the Statement of Services. The NCentral service relies on MIBs being available for monitoring and some hardware may not be possible to monitor. In these small cases, we will make Customer aware.
2.2 Advanced Performance Optimisation and Reporting: Our enterprise monitoring tools provide in-depth performance monitoring and reporting for critical infrastructure components. This allows us to identify trends, pinpoint bottlenecks, and optimise system performance for enhanced efficiency.
2.3 Customer Access to Service Data: As part of the Proactive Managed Service, customers receive monthly Heart Beat Reports which detail key performance data about the environment. This data is shared with Customer and Galtec Service and Account Managers to proactively manage the device estate. This empowers customers to co-monitor the I.T. environment alongside our team, fostering transparency and collaboration.
2.4 Configuration Management and Real-Time Proactive Server Optimisation: Our skilled engineers will actively manage the configurations of servers and devices in real-time, optimising settings to ensure peak performance and reliability.
2.5 Automation: Scheduled Maintenance: We will implement scheduled maintenance tasks to streamline routine processes, reducing downtime and enhancing system stability.
2.6 Automation: Software Distribution Services: Automated software distribution services will ensure that critical software is efficiently deployed across the IT environment, bolstering security and performance.
2.7 Scheduled Preventative Maintenance Windows: To maintain a secure and smoothly operating IT environment, we will conduct scheduled preventative maintenance windows for essential tasks such as patching, antivirus updates, and other maintenance activities.
2.8 Self Healing and Automated Fixes: Our proactive monitoring setup includes self-healing mechanisms that automatically trigger fixes based on predefined monitoring thresholds. This enables swift resolution of potential issues before they escalate. A ticket is generated and subsequently closed when self healing takes place for auditing.
2.9 Proactive System Monitoring: In addition to basic reactive support, our team actively monitors the customer's systems proactively. This means we will actively look for potential issues, even if they have not been reported by the customer.
2.10 Direct Remote Control using MSP Connect: Our team will have direct remote control access to the supported devices using MSP Connect. This allows for quick troubleshooting and issue resolution without delay. Additional tooling is available for engineers to access processes, services, registry, file system and much more via the monitoring platform which allow tasks to be carried out invisibly to users, preventing remote sessions which would otherwise impact user productivity.
2.11 Remote Control Available for Customer Users: As an added benefit, customer users will also have access to Take Control, empowering them to initiate remote control sessions for their devices when necessary.
2.12 Daily Backup Monitoring: To make best endeavours for a stable backup service, the Service Desk will monitor the success and failure of daily backups and resolve issues when identified. Customer will be notified of any issues which cannot be resolved before the next backup commences.
2.13 I.T. Service Expiry Monitoring and Documentation: Galtec’s platforms monitor renewable I.T. services and will alert the team to contact Customer to ensure a timely renewal.
2.14 Access to Strategy Guidance: Customer has unrestricted access to a team of experienced senior architects. These experts provide valuable strategic technical and business guidance to the organisation. The customer can tap into their wealth of knowledge to plan detailed strategies that align IT initiatives with business goals, paving the way for optimised operations and enhanced productivity with a spread cost over time. The benefit ensures that the customer can make informed decisions, proactively adapt to technological advancements, and stay ahead of the competition without incurring additional consultation costs for strategic planning.
2.15 Service Desk Tools: ConnectWise Manage will be used by Galtec for the logging of incidents, change management and project management as part of the service. Incidents reported to the Service Desk are logged and regularly updated within ConnectWise Manage by the assigned Service Desk engineer(s) from initially being opened through to being marked as complete. These updates are shared via email to the reporting user or can also be used for reference by another member of the Service Desk team when the reporting user requests an update with progress of the incident being investigated. ConnectWise Manage can also utilised by IT staff at Customer (where applicable) to allow for direct visibility of Customer incidents. In addition to incident visibility and tracking, this will allow the IT staff of Customer to log incidents directly within ConnectWise Manage.
2.16 Third Party Escalations: Where practical, Galtec will take responsibility and ownership of resolving faults with third party service providers. These external vendors are not affiliated with Galtec and have commercial and service relationships in place directly with Customer. It may be a requirement for the third party to be notified of Galtec’s relationship with Customer and approval may be required before Galtec can escalate cases on your behalf. Galtec are unfortunately unable to take responsibility for any delays caused by this. In some cases, it may be suitable for Galtec to lead the full engagement with the third party provider where the issue is of a technical nature (for example, if Single Sign On to an application has failed). In other scenarios, Galtec may require the assistance of Customer’s internal application champion to lead the engagement, with Galtec supporting from a technical standpoint (for example, if a Sage application has an issue launching, Galtec engineers will work with users and Sage support to ensure the application dependencies are met from a platform perspective). This scenario may be a necessity if intricate knowledge of how the application is used day to day is required. Where this is required, Galtec engineers will work closely with Customer to clearly define what is needed.
2.17 Minor Changes: The service includes unlimited Minor Changes, which are categorised as low complexity, low risk of downtime and under 1 hour to complete. If a change request doesn’t meet those criteria, Change Management Time will be required to complete the requested change. The classification of changes in an IT Managed Service is at Galtec’s discretion and our team will advise in each scenario the determined classification. Further details on Change Management Time can be found here.
2.18 Joiners, Movers and Leavers (JML): Galtec will take full ownership and operational responsibility for Joiners, Movers and Leavers (JML) processes which have been defined in line with ISO27001 security standard compliance. Galtec Service Managers define and implement the procedures during service start and oversee JML procedures to ensure compliance. Any modifications to JML procedures require approval in writing from an Authoriser once implemented to ensure changes are carefully reviewed for consistency and security.
3. Service Availability
The Proactive I.T. Service will be available as listed in the Statement of Services. Response times for support tickets will adhere to the SLA commitments for this service listed in the same document.
Critical monitoring and essential support elements may run around the clock to ensure continuous vigilance over the customer's IT environment.
4. Customer Responsibilities
4.1 Monitoring System Maintenance: To fully leverage the benefits of the Proactive Managed Service, customers are required to power on all supported devices at least once per week for a minimum of 2 hours to allow for critical updates for the platform and ensure Galtec can effectively monitor services and promptly resolve issues.
4.2 Co-Monitoring with Heart Beat Reports: Customers can actively participate in monitoring their IT environment through the monthly Heart Beat Reports and are encouraged to utilise this feature for enhanced transparency. Additional dynamic dashboards can be made available for specific reporting as requested by Customer.
5. Service Limitations
5.1 Hardware Support: Hardware support will be provided on a labour only basis. We will only provide hardware support without charge if the hardware is listed within the Customer Devices field within a Statement of Services and where the hardware is covered by a current vendor parts warranty.
5.2 On Site Warranty Fix: On site hardware repair may be charged at the rates listed within the Charge Matrix of Appendix 3 in the Statement of Services. Unlimited on-site days are not available for hardware repair. Galtec will make reasonable efforts to repair hardware which is outside of manufacturer’s warranty and reserve the right to deem a piece of hardware beyond economic repair. In such a case we will recommend a suitable replacement.
5.2 Changes: The service only includes unlimited access to the Service Desk to resolve issues. In a scenario where a change is required to the system this is dealt with using a separate agreement for a bank of time purchased against an SLA with the specific purpose of managing Change carefully in your environment. The following classifications apply:
Minor Changes are included in the service. A minor change is categorised as low technical complexity, under 1 hour to complete or high risk of downtime.
Major Changes are excluded from the service and require the purchase of additional Change Time purchased up front on an SLA to manage change carefully. A Major Change is categorised as high technical complexity, over 1 hour to complete or a high risk of downtime.
Classification of changes is at Galtec’s discretion. Further details regarding Change Time can be found here.
Support Tiers Explained
Not all customers require the same level of access to the Galtec Service Desk, and agreements are commercially modelled for customers who require access to specific tiers. The following section breaks down the definition of capability and responsibility for each tier. Your Statement of Services will define which elements you have access to. For customers who only have 1 or 2 tiers included within the agreement, Customer is expected to carry out all activities for the non-included tier.
1. 1st Line Service Desk Access:
The 1st Line team on the Service Desk is the initial point of contact for customers seeking technical assistance. This tier comprises skilled engineers who are well-versed in triaging and addressing a wide range of technical issues. The key features of the 1st Line Service Desk Access are as follows:
1.1 Ticket Triage: When customers raise support tickets, 1st Line engineers promptly assess the nature of the issue during the triage process. They gather essential details, such as the symptoms, impact, and urgency of the incident and will proactively seek more information if more details are required to progress the ticket.
1.2 Ticket Prioritisation: Based on the information gathered during triage, the engineers determine the priority level of the ticket. Priority levels help ensure that critical issues receive immediate attention and resolution. This step is critical to ensure the correct response SLA is assigned to the ticket based on the priority.
1.3 Information Capture: Where insufficient information has been provided to narrow down or identify the specific issue, engineers will carry out further investigation to establish the required technical information to progress the case.
1.4 Joiners, Movers, Leavers (JML): Set up of new users and devices as per the defined procedures, and decommissioning of leavers and sharing of data to relevant business units.
1.4 Basic Incident Resolution: Whenever possible, 1st Line engineers leverage their technical knowledge and predefined procedures to resolve the incident at hand without the need for further escalation.
1.5 Escalation to 2nd Line: If the 1st Line team cannot resolve the issue during triage or identify that the problem requires more in-depth investigation and expertise, they escalate the ticket to the 2nd Line Service Desk engineers.
2. 2nd Line Service Desk Access:
The 2nd Line Service Desk consists of senior engineers with extensive technical expertise and troubleshooting capabilities. They take over from the 1st Line and focus on more complex issues. The main features of the 2nd Line Service Desk Access are as follows:
2.1 Detailed Investigation: Upon receiving escalated tickets, the 2nd Line engineers thoroughly review the notes and information gathered by the 1st Line team. They conduct further in-depth investigations to pinpoint the root cause of the problem and continue communications with the customer team.
2.2 Testing Process and Environments: To address stubborn, recurring or intermittent issues, the 2nd Line team creates controlled testing environments to replicate the problem. This allows them to simulate the same production criteria to recreate the issue and then test fixes without impacting the live environment.
2.3 Advanced Issue Resolution: Armed with a deeper technical understanding, the 2nd Line engineers develop solutions or workarounds to rectify the issue. They aim to deliver comprehensive resolutions to customer incidents.
2.4 Third Party Escalation: Troubleshooting and scoping issues with specific third-party applications which are covered under vendor support, managing the plan through to resolution.
2.5 Escalation to 3rd Line: In cases where the 2nd Line team cannot fully correct the issue or when the problem requires specialised expertise or project-level attention, the ticket is further escalated to the 3rd Line Service Desk.
3. 3rd Line Service Desk Access:
The 3rd Line Service Desk is the highest tier of technical support, staffed by senior project engineers who possess exceptional skills and knowledge in complex IT solutions. The key aspects of the 3rd Line Service Desk Access are as follows:
3.1 Case Review and Strategy Definition: 3rd Line engineers thoroughly examine all notes, testing results, and prior investigations from the lower tiers. They formulate a strategic approach to address the issue effectively.
3.2 Specialised Expertise: This tier comprises experts in specific technologies, systems, or project management. They bring specialised knowledge to the resolution process, tackling intricate technical issues and challenges.
3.3 Communication Strategy: The 3rd Line team establishes clear communication strategies as the resolution progresses. They keep the customer informed about the progress, anticipated timelines, and any further actions required. Service Delivery Managers also provide communication support during this time and provide tailored communication updates dependent on the nature of issue.
3.4 Collaboration with Other Teams: While the 3rd Line team takes the lead on complex issues, they often collaborate closely with 2nd Line engineers to benefit from their in-depth knowledge of the problem. The 3rd Line team also communicate with senior vendor technical resources to explore unexpected behaviour to production systems and create a feedback loop for issues identified with the platform to be resolved in future patches.
Ticket Prioritisation
Galtec operate a ticket prioritisation system that enables us to allocate appropriate response times to different priority levels. The priority level assigned to each ticket determines the urgency and impact of the issue, which in turn dictates the speed of our response. Our SLA response times are tailored to ensure that critical issues receive immediate attention while providing timely assistance for lower-priority matters. SLA responses are detailed within Customer Statement of Services Document in Appendix 2: Service Levels.
The following prioritisation matrix applies:
Tickets raised by any users identified as VIP users are dealt with as Priority 1.
Priority 1 - High Urgency High Impact:
For Priority 1 tickets, representing critical issues with high urgency and significant impact on your operations, we are committed to providing the fastest response times. Our team will respond promptly within the allotted SLA response time, ensuring that immediate action is taken to address the situation and restore Customer business functionality. Priority 1 incidents must be logged by telephone for SLA timers to apply due to the urgency of the incident.
Priority 2 - High Urgency Medium Impact / Medium Urgency, High Impact:
Tickets classified as Priority 2 are urgent and demand timely resolution. They may have a medium-level impact on your operations or are of high impact but with a lower level of urgency. Our team will promptly address these tickets after Priority 1 cases, ensuring their timely resolution.
Priority 3 - High Urgency Low Impact / Medium Urgency, Medium Impact / Low Urgency, High Impact:
Tickets categorised as Priority 3 require attention due to their urgency but may have a lower impact on your day-to-day operations. These tickets will be addressed after Priority 1 and 2 cases, with appropriate attention to their resolution based on their respective impact and urgency as defined within your Statement of Services.
Priority 4 - Medium Urgency, Low Impact / Low Urgency, Medium Impact / Low Urgency, Low Impact:
For Priority 4 tickets, representing matters with medium to low urgency and minimal impact on your operations, our SLA response time is defined in your Statement of Services. While these issues are important, they will be addressed after higher-priority cases, allowing us to efficiently manage resources while still providing diligent support.
Device Lifecycle Managed Service Agreement
Summary:
Galtec Solutions offers a comprehensive Device Lifecycle Managed Service to the Customer. The service includes end-to-end management of devices, from deployment to disposal, along with support, stock management, and data wipe and refurbishment services.
A dedicated Service Delivery Manager will be assigned to ensure smooth service delivery and maintain a strong relationship with the Customer.
Galtec leverages Microsoft partnership benefits to escalate critical incidents for expedited resolutions to build related issues.
The Customer will provide necessary infrastructure and licensing, while Galtec offers unlimited Service Desk support for speedy device imaging.
The agreement covers device tracking, stock replenishment, and the disposal of devices at the end of their lifecycle. All devices and equipment in Galtec's possession will be maintained in good condition, insured, and identified as belonging to the Customer.
Data security and compliance are upheld during the entire service.
Service Deliverables:
Service Desk Support: Galtec provides unlimited Service Desk support for troubleshooting and deploying activities at Galtec's build site, and any queries from users during first logon to device.
Escalation of Incidents: Galtec has Microsoft partner status benefits, which will be used to escalate critical incidents for faster resolutions for any deployment related issues affecting turnaround time (for example Intune service down).
Privileged Identity Management Access: Customer will (where necessary) enable named Galtec engineers with Privileged Identity Management access for any build related services.
Hardware Asset Management: Galtec engineers will update the Hardware Asset Management portal with device information and status.
Stock Management: Galtec stores and audits device stock quantities listed in the Deliverables of the Statement of Services.
Asset Tagging: Where instructed, Galtec will affix an Asset Tag to all units, adhering to Customer Standards for Asset Tag placement.
Device Quality Assurance: Galtec engineers will carry out a Quality Check of the device to ensure the device is operating within usable working parameters before re-shipping to new users.
Device Imaging: Galtec deploys approved images to devices and ships to requested users as per the Service Levels defined in Appendix 2 and ensures they are checked and logged.
Logistics Management: Galtec will manage and cover all costs for devices being shipped from the Galtec warehouse to Customer’s site or user residential location. Where applicable, all devices will be shipped with a First Logon Guide.
Disposal Services: End-of-life devices will be disposed of securely by trusted partner Eden Repair Centre and Hardware Asset Management Tool updated.
Monthly Collections: The repair centre carries out monthly collections for disposal from Galtec where device quantities warrant collection.
Baseline Image Patching: Galtec ship all devices with the latest available patches after up to 30 days of release prior to date of shipping.
Forecasted Resource Allocation: Galtec resources are aligned based on Customer forecasts. If the specified number of devices listed in the Statement of Services is exceeded, SLA does not apply to the excess and additional costs apply, detailed in the Charge Matrix in Appendix 3.
Additional Device Types: Galtec tests and approves new device models for BAU use. Costs for this process can be found in the Charge Matrix in Appendix 3 of the Statement of Services and are exclusive of the retainer fees.
Service Exclusions:
Design changes to the baseline image and software requirements are not included.
Unused device images from previous months will not be carried over.
The cost or management of the shipment of devices back to the Galtec build site.
Device Responsibility:
Galtec assumes full responsibility for the devices while in its possession, including insurance and identification.
Device Disposal:
End-of-life devices will be disposed of responsibly by trusted partner Eden Repair Centre.
Service Delivery Management
At Galtec, we understand that a seamless service delivery experience is crucial to our customers' satisfaction. To ensure a smooth and efficient partnership, a dedicated Service Delivery Manager (SDM) will be assigned to Customer. The SDM will act as the primary point of contact and foster a strong relationship with customer stakeholders to drive successful service delivery. The key responsibilities of our SDMs are as follows:
1. Service Review Meetings: Our SDMs will conduct regular Service Review Meetings to evaluate the performance and effectiveness of the services provided. The frequency of these meetings will be determined based on customer preferences and requirements. Galtec guarantees that senior internal service owners will be present during these meetings, allowing for immediate implementation of service changes or improvements when issues are identified.
2. Alignment of Service Catalogue: The SDM will work closely with Customer to ensure that our Service Catalogue aligns precisely with their specific requirements. This involves identifying and removing any unused service elements and promptly incorporating new elements as customer needs evolve. Our goal is to deliver the best possible service experience tailored to the unique demands of Customer's I.T. environment.
3. Decoding Service Reporting Information: Our SDMs are adept at analysing and interpreting service reports. They will provide insights into Service Level Agreements (SLAs), environment performance, uptime statistics, engineer remote control access data, and detailed hardware and software inventory reports. This information will empower Customer to make informed decisions and optimise their IT operations.
4. Monitoring User Experience and Feedback: Understanding the user experience is crucial to continuously improving service quality. The SDM will monitor user feedback and assess the performance of IT platforms. They will collaborate with relevant stakeholders from both Customer and Galtec to address any concerns or areas for improvement. The SDM will ensure that feedback loops are established and that improvements are re-reviewed with users to verify effectiveness.
5. Tailoring Reporting Requirements: Recognising that each customer has unique reporting needs, the SDM will tailor specific reporting requirements for service operations and device health. This ensures that Customer receives relevant, comprehensive, and actionable insights into the performance and health of their IT environment.
Galtec SentinelONE EDR Managed Service
The Galtec SentinelONE EDR Managed Service ensures comprehensive endpoint security for the entire device estate. This service deploys and maintains the award-winning SentinelONE EDR agent on all devices, equipped with the latest version and signatures for optimal protection. The SentinelONE EDR platform provides multiple layers of security, including AV signature-based scanning and advanced features:
Static AI Pre-execution: Verifies file behaviour before execution, identifying and flagging any abnormal activities such as running scripts or unauthorised registry changes.
Static AI Suspicious: Builds on the previous layer, escalating actions if running applications do not behave as expected.
Post-Execution: Monitors application behaviour after user interactions to ensure proper functionality.
Documents and Scripts: Scans macros and scripts in PowerShell to detect potential threats.
Lateral Movement: Identifies and tracks threats attempting to move across the network.
Anti-Exploitation and Fileless Protection: Neutralises zero-day threats and threats living in device memory without hash codes.
Unwanted Applications: Thoroughly examines unsigned applications to detect potential security risks.
Detect Interactive Threat: Offers real-time detection and response to threats, especially when someone is actively compromising a device in an office environment.
Key Service Provisions:
Coverage: Galtec will ship all newly built devices with the security product deployed. In scenarios where an on premise server is available, frequent scans will be carried out for new devices and where detected the security product will be automatically deployed. In scenarios where no on premise services are available, Customer is required to alert Galtec to any new devices added to the network so the security product can be installed by the Service Desk.
Scheduled Device Updates: To ensure optimal protection, Customer is required to power on devices at least once per week for up to 2 hours. During this time, necessary updates will be run into the devices, enhancing their security posture. Updated signatures will be applied frequently through each day of the week.
Device Notification and Monitoring: Customer must promptly notify Galtec whenever new devices are added to the estate. This enables Galtec to efficiently add the security product and extend protection to the newly added devices. Our monitoring system continuously tracks the status and health of the security product on all devices. Where an issue is identified, a Service Desk ticket is automatically raised for an engineer to resolve, ensuring adherence to security policies and standards.
Comprehensive Incident Response Plans: Galtec's incident response plans are fully inclusive of the Galtec service. In the event of attacks, the service aims to identify and neutralise threats wherever possible and rebuild the affected environment to restore normal operations once the threat is neutralised.
Forensic Investigation Exclusions: While Galtec's incident response plans are robust, it's important to note that detailed forensic investigation is not included within the agreement. In cases where Galtec is unable to ascertain the inception point of an attack, further auditing may be required. For this purpose, a third-party specialist may be engaged. Galtec cannot guarantee the identification of the inception point in all cases.
Galtec BitDefender Managed Service
The Galtec Security Manager Managed Service offers comprehensive endpoint security management for the entire device estate. With our expert team at the helm, we guarantee the deployment and continuous monitoring of the award-winning BitDefender solution via the NCentral monitoring platform, ensuring they have the latest version and updates for robust protection against potential threats.
Signature-based scans: Scan systems using the most up-to-date virus definitions to help defend against the latest malware threats.
Rule-based and behavioural scans: Supplement traditional signature-based scans with an antivirus that detects programs and files that perform actions similar to viruses. This helps to protect you against emerging, undiscovered malware.
Proactive notifications: Receive updates and notifications in near real-time, as well as in-depth reports across your endpoints. If a malware infection occurs, these notifications help to remedy the situation as fast as possible.
Firewall: Protect against incoming threats with fully configurable, two-way firewalls.
Web content filtering: Keep users safe from malicious sites by filtering based on content categories.
Application control: Block software programs across the network to help improve productivity and prevent users from installing unsecure applications.
Key Service Provisions:
Coverage: Galtec will ship all newly built devices with the security product deployed. In scenarios where an on premise server is available, frequent scans will be carried out for new devices and where detected the security product will be automatically deployed. In scenarios where no on premise services are available, Customer is required to alert Galtec to any new devices added to the network so the security product can be installed by the Service Desk.
Scheduled Device Updates: To ensure optimal protection, Customer is required to power on devices at least once per week for up to 2 hours. During this time, necessary updates will be run into the devices, enhancing their security posture. Updated signatures will be applied frequently through each day of the week.
Device Notification and Monitoring: Customer must promptly notify Galtec whenever new devices are added to the estate. This enables Galtec to efficiently add the security product and extend protection to the newly added devices. Our monitoring system continuously tracks the status and health of the security product on all devices. Where an issue is identified, a Service Desk ticket is automatically raised for an engineer to resolve, ensuring adherence to security policies and standards.
Comprehensive Incident Response Plans: Galtec's incident response plans are fully inclusive of the Galtec service. In the event of attacks, the service aims to identify and neutralise threats wherever possible and rebuild the affected environment to restore normal operations once the threat is neutralised.
Forensic Investigation Exclusions: While Galtec's incident response plans are robust, it's important to note that detailed forensic investigation is not included within the agreement. In cases where Galtec is unable to ascertain the inception point of an attack, further auditing may be required. For this purpose, a third-party specialist may be engaged. Galtec cannot guarantee the identification of the inception point in all cases.
Galtec Windows and 3rd Party Patch Managed Service
The Galtec Windows and 3rd Party Patch Managed Service provides complete assurance that every device in your estate will always have the latest Microsoft and 3rd party patches, keeping your systems up-to-date and secure. The managed patch service is only available for Windows devices. MacOS, iPadOS, iOS and Android devices are not covered by the service.
The applicable Statement of Services will define whether Windows OS only, or Windows and Third Party Patch are inclusive within the Deliverables field.
Our expert Galtec engineers take full responsibility for the seamless download, installation, and rebooting of devices, offering customisable scheduling options based on user group preferences. Any patches which fail to deploy are monitored and resolved by the Galtec Service Desk.
Patches are only considered missing after 14 days of release, in line with Cyber Essentials patch reporting standards.
Galtec provide 2 deployment strategies which can be selected by Customer. Patch schedules will be determined and documented at contract start:
Scheduled: This approach allows for a test set of devices to patch 2 days after patch release. Galtec monitor the patch deployments and in the event no issues are detected the patches are rolled out org wide 4 days later. This allows the organisation to control patch deployments but does have a draw back in that a user who misses their scheduled deployment date will not have their patches deployed until it is next online on the next installation date.
Immediate: The Immediate schedule constantly scans for new patches to become available and as soon as they are detected deploys them to the device. This strategy guarantees that absent staff get the patches installed as quickly as possible but prevents any structured testing before patches are deployed to production.
The following patch categories and deployment methods included within the Service:
Deployed via automation: Security, Critical, Third Party, Updates, Definition
Deployed manually in controlled stages: Service Pack, Rollup, Firmware, Drivers
Important Note: Galtec only provide Service Desk engineers on a retainer basis for the Galtec Managed Patch Services. In the event a customer does not take the patch service, any remediation activities are charged at the rates included within the Charge Matrix of Appendix 3.
Key Service Features:
Comprehensive Patch Deployment: Our service guarantees that all devices across your entire estate will receive the latest Microsoft and 3rd party patches promptly. This ensures that your systems remain fortified against potential vulnerabilities and security risks.
User Group Customisation: We understand that different user groups may have unique preferences and operational requirements. As such, we offer customisable scheduling options for patch deployments, allowing you to choose the most convenient and least disruptive time for your organisation.
Monthly Patch Status Reporting: Transparency is vital in maintaining a secure I.T. environment. To keep you informed, we provide monthly reports detailing the patch status of each device in your estate. This helps you stay updated on the patching process and confirms that your systems are adequately protected.
Unlimited Time for Issue Resolution: In the rare event of a failed patch deployment or any issues arising from the installation process, our service includes unlimited time for our engineers to resolve these matters promptly. Our focus is on minimising downtime and ensuring that your devices are always functioning optimally.
Expert Patch Troubleshooting: Our highly skilled Galtec engineers are well-equipped to handle any challenges that may arise during the patch deployment process. Whether it's identifying and rectifying failed patches or troubleshooting issues related to a patch deployment, our team is committed to resolving these matters efficiently and effectively.
Third Party Patch Coverage: The following Third Party Patch coverage applies to the contract: Third Party Applications (n-able.com). Any third party patches not included within this list are not protected by the managed service and Customer is encouraged to deploy patches manually to these devices.
Customer Responsibilities
1. Device Availability: Customer must ensure that staff are managed to have devices online at the agreed patch schedule times. Galtec cannot be responsible for missing patches for devices which were not available during the patch maintenance schedule.
DNS Agent-Based Content Filter Service
The DNS Filter Agent-Based Content Filter Service provides comprehensive and robust content filtering for your organisation's network. By leveraging advanced DNS filtering technology, our service ensures a safe and secure internet browsing experience for all users, regardless of location.
Key Service Features:
Agent-Based Content Filtering: Our service utilises lightweight agents installed on devices within your network to enforce content filtering policies effectively. These agents seamlessly integrate with your existing infrastructure, enabling granular control over internet access at the device level.
URL Categorisation and Filtering: Our DNS filtering technology categorises websites based on content, allowing you to implement customised filtering policies. You can restrict or allow access to specific website categories, ensuring compliance with your organisation's internet usage policies.
Real-Time Threat Protection: The DNS filter constantly monitors web traffic in real-time, detecting and blocking access to malicious websites, phishing attempts, malware, and other online threats. This proactive approach safeguards your network from potential security breaches and data exfiltration.
Reporting and Analytics: Gain valuable insights into internet usage patterns and potential security threats with detailed reporting and analytics. Our service provides comprehensive reports on website visits, blocked content, user activity, and security events, aiding in informed decision-making and compliance monitoring.
Policy Customisation: Tailor content filtering policies to align with your organisation's unique requirements. Our service allows you to set user-specific policies, apply time-based access controls, and implement exceptions for specific domains, ensuring a flexible and secure browsing experience.
Bandwidth Optimisation: By blocking access to bandwidth-intensive websites and malicious content, our service helps optimise network performance, reducing unnecessary strain on your internet resources and enhancing overall network efficiency.
Centralised Management Console: Our intuitive and user-friendly centralised management console provides a single point of control for managing content filtering policies across all devices in your network. This simplifies administration and allows for quick policy adjustments as needed.
Automatic Updates and Support: Our service provider ensures that the DNS filtering agents are regularly updated with the latest threat intelligence and security updates, guaranteeing up-to-date protection against emerging threats. Our dedicated support team is available to assist with any service-related queries or issues promptly.
Productivity Benefits: Organisation policy may dictate access to non-productive social media or streaming sites is required. The DNS Filter service supports this strategy if requested, allowing category based blocking for all websites of the same type.
Customer Responsibilities
Device Availability: Customer must ensure that devices are powered on at least once per week for a minimum of 2 hours to allow for agent and software updates to ensure the service can continue working.
Galtec Off-Site Managed Backup Services
Galtec’s Managed Off-Site backup service provides a reliable and efficient solution for securing your critical data off-site, ensuring business continuity and data protection. Galtec provide expert management and proactive approach to the off site backup management of your systems with daily backup checks which provide reasonable efforts to remediate issues immediately upon detection. The nature of backups means it is inevitable that there may be times when the service or some aspect of it are not available and Galtec engineers will work to keep unavoidable interruptions to a minimum.
Key Service Features:
Automated Off-Site Backup: Your critical data is automatically backed up to our secure off-site cloud infrastructure. Our service schedules regular backups, ensuring that your data is continuously protected, and minimising the risk of data loss.
Secure Data Transmission: We utilise industry-standard encryption and secure data transmission protocols to safeguard your data during transit, providing end-to-end encryption from your on-premises infrastructure to our off-site cloud repository.
Fully Managed Solution: Our team of expert professionals takes care of the entire backup process, from setup and configuration to ongoing monitoring and management. We proactively ensure that backups are successful and address any issues that may arise promptly.
Flexible Retention Policies: Tailor your data retention policies to meet your organisation's unique needs. Our service offers customisable retention settings, allowing you to preserve backup copies for specific durations, complying with data retention requirements and business policies. Specific repository requirements for your service are listed within the Statement of Services Deliverables field.
Efficient Data Recovery: In the event of data loss or disaster, our service provides fast and efficient data recovery options. You can easily restore individual files, folders, applications, or entire virtual machines, ensuring minimal downtime and rapid business continuity.
Regular Backup Monitoring and Reporting: Receive regular reports detailing the status of your backups, backup sises, and data recovery details. Our transparent reporting provides you with insights into the health and performance of your backup environment.
Expert Support and Consultation: Our dedicated support team is available to assist with any backup-related queries or technical issues. Engineers will support Customer with strategic direction for current and future backup requirements.
Restore Testing: Our Service Desk carry out quarterly test restores of your selected data via audited tickets for your ISO27001 compliance policies upon request.
Disaster Recovery
In the event of a site disaster where a full rebuild of Customer site environment is required, the costs listed with the Charge Matrix in Appendix 3 of the Statement of Services will apply.
Where data recovery to the datacentre requires complex retrieval, the costs listed with the Charge Matrix in Appendix 3 of the Statement of Services will apply. An example of this scenario is where a NAS device requires configuration and installation to the datacentre before data egress can commence.
Managed Backup Service for Office 365 Mailboxes, OneDrive, and SharePoint: Service Description
Our Managed Backup Service for Office 365 Mailboxes, OneDrive, and SharePoint offers comprehensive data protection and peace of mind for your organisation's critical data stored in these cloud-based platforms. With our expert management and proactive approach, we ensure that your valuable data is backed up securely and can be quickly restored in the event of data loss or accidental deletions.
Key Service Features:
Automated Data Backup: Our service automatically backs up your Office 365 Mailboxes, OneDrive files, and SharePoint documents 4 times per day, ensuring that your data is protected from potential data loss incidents.
Granular Backup and Recovery: Our backup solution allows for granular backup and recovery, enabling you to restore individual emails, files, or documents as needed, minimising data loss and reducing downtime.
Versioning and Retention Policies: We implement versioning and retention policies to maintain multiple copies of your data for up to 7 years. This ensures that you can restore data from specific points in time, even in cases of long-term data retention requirements or compliance needs.
Secure Offsite Storage: Your backed-up data is securely stored in offsite, encrypted storage, providing an additional layer of protection against data breaches and unauthorised access.
Rapid Data Recovery: In the event of data loss or accidental deletions, our service facilitates swift data recovery, minimising the impact on your business operations and productivity.
Proactive Monitoring and Alerts: Our team continuously monitors the backup process and proactively addresses any issues that may arise. In case of backup failures or errors, we promptly take corrective actions to ensure data integrity.
Scalable and Flexible Solution: Our managed backup service is designed to scale with your organisation's needs. Whether you have a small team or a large enterprise, our flexible solution adapts to your requirements.
Compliance and Data Governance: We ensure that your data backup processes adhere to relevant compliance regulations and data governance standards, protecting your organisation from potential compliance violations.
Expert Support and Consultation: Our dedicated support team is available to assist with any backup-related queries or issues. We also provide expert consultation to help you optimise your data backup strategy and ensure data security.
Transparent Reporting: Receive regular reports detailing the status of your data backups, including successful backups, backup sises, and data recovery details, offering complete transparency into the backup process.
Restore Testing: Our Service Desk carry out quarterly test restores of your selected data via audited tickets for your ISO27001 compliance policies upon request.
Service Considerations:
The Galtec Office 365 backup service will back up all users within the tenant as standard unless otherwise specified within a Statement of Services.
All users who are backed up for mailbox data also have OneDrive data backed up. If a SharePoint or Teams site is targeted for backup, all members of the site / Team are automatically licensed for O365 backup.
When a user leaves the organisation, users will be automatically removed from the O365 backup tooling and all data retentions will be lost unless otherwise specified in a Statement of Service.
O365 Shared Mailbox backups have no cost. If a user is converted to a Shared Mailbox, and the business determines that O365 backups need to continue for this mailbox, backup retentions must first be purged and restarted before charges are removed from the licensed user.
Service Limitations:
The following limitations apply: Microsoft 365 Limitations (n-able.com).
Customer Satisfaction Surveys
Galtec are committed to continuously improving our services based on valuable Customer feedback. As part of our commitment to excellence, we conduct scheduled customer satisfaction surveys to gauge your level of satisfaction with our services, identify areas for improvement and ensure that we are meeting your expectations.
Key Aspects of our Customer Satisfaction Surveys:
Frequency and Timing: Our surveys are conducted on a regular basis, at a frequency agreed by Customer, to ensure that we capture feedback at different stages of our service engagement. We carefully select the timing to avoid disrupting your operations and to gather feedback on specific service experiences to provide the business with feedback from users about the service.
Survey Methodology: We use a diverse range of survey methodologies to cater to your preferences and convenience. Our surveys may be delivered via email, online forms, or phone interviews, allowing you to choose the method that best suits your convenience.
Thorough and Targeted Questions: Our surveys are thoughtfully designed to cover various aspects of our service delivery. We aim to obtain comprehensive feedback, including your satisfaction with the quality of support, response times, issue resolution, communication, and overall service experience.
Anonymity and Privacy: Your responses are treated with the utmost confidentiality. Surveys can be conducted anonymously, allowing for honest and candid feedback without any concerns about privacy.
Actionable Insights: We analyse the survey data meticulously to derive actionable insights. Your feedback helps us identify strengths to be celebrated and areas for improvement, allowing us to take specific actions to enhance our services and address any concerns promptly.
Service Improvement Initiatives: The feedback received from our surveys is at the core of our continuous improvement initiatives. Your insights enable us to refine our processes, tailor our services to your unique needs, and further align our offerings with your business goals.
Responsive to Feedback: We take your feedback seriously and use it as a driving force to implement positive changes. Your suggestions and comments are acknowledged, and we work collaboratively with you to find solutions to any challenges or issues identified.
Communication of Survey Results: We believe in transparency, and we keep you informed about the results of our customer satisfaction surveys. As part of our commitment to openness, we may share key findings, action plans, and improvements made based on your feedback.
Repairs Service Overview
At Galtec, we understand that device downtime impacts productivity. Our repair services are designed to minimise disruption and keep customer operations running smoothly.
We offer expert repairs for a wide range of devices including:
Smartphones
Tablets
Laptops
PCs
Barcode Scanners
Warehousing Equipment
Every device undergoes a full health check before and after repair to validate quality and reliability. Every repair is protected by a 12-month guarantee and covers flexible arrangements to suit your requirement:
Ad-hoc repairs – No commitment, just expert repairs when you need them.
Contractual pricing – Cost-effective repair solutions tailored to your business.
Fleet repair cover – Annual service plans for large-scale deployments.
How Our Device Repair Process Works
Device repairs operate using a defined methodology:
Submit Device Details – Provide the make, model, serial number (or IMEI), and a brief description of the fault.
Receive a Provisional Quote – Galtec provide an estimated repair cost based on the information provided.
Send the Device for Inspection – Ship the device to us by pre-agreed shipping methods. Our engineers will confirm the fault and assess the full repair requirements.
Revised Quote (If Needed) – If the fault differs from the initial description, we’ll provide an updated quote for approval.
Repair & Testing – Once approved, we’ll complete the repair within the quoted timescales. Every device undergoes comprehensive testing to ensure full functionality.
Secure Return Shipping – The repaired device is returned via pre-agreed shipping methods.
Pre-Inspection Disclaimer:
All quotes provided for device repairs are provisional and subject to revision following a comprehensive inspection. The initial estimate serves as an approximation based on the information provided. Actual repair costs may vary based on a thorough evaluation by our certified technicians. We strive for transparency and will communicate any adjustments in an updated quote promptly, at which stage the works can be cancelled if the costs are deemed too high. We appreciate your understanding as we aim to provide you with an accurate and reliable service.
Post Diagnosis Disclaimer:
While our team has conducted a thorough diagnostic assessment of your device, it is important to note that no quote is guaranteed until the repair process is complete. The intricacies of electronic devices can sometimes reveal unforeseen challenges during the repair process; therefore, the final cost and success of the repair can only be conclusively determined upon completion. We appreciate your understanding as we aim to provide you with an accurate and reliable service.
Recycling and Asset Disposal
Galtec offer two distinct services to help businesses responsibly manage their end-of-life IT equipment:
1. Asset Disposal – Trade-in & Secure Sanitisation of Reusable IT Equipment
For businesses looking to maximise value from surplus IT assets, our Asset Disposal Service provides a secure, structured process for IT trade-ins and repurposing.
Key Features:
Trade-In & Resale Value – We assess reusable IT equipment for potential resale, helping businesses recover value.
Certified Data Erasure – All devices undergo Certus Data Erasure, with full certificate evidence provided.
Secure Logistics – Controlled collection and processing to ensure data security and compliance.
Sustainable Repurposing – Where possible, devices are refurbished and reintroduced into the market, reducing waste.
Best For:
Recently replaced but still functional IT equipment.
Devices with residual value.
Secure and compliant data sanitisation.
2. WEEE Recycling – Collection of Old & Unwanted Equipment
Our WEEE (Waste Electrical and Electronic Equipment) Recycling Service provides a hassle-free way to dispose of broken, obsolete, or surplus IT equipment in full compliance with environmental regulations.
Key Features:
Simple Collection Process – Book a collection, and our logistics team will ensure the right vehicle and equipment for a smooth pickup.
Eco-Friendly Disposal – All waste is processed in line with WEEE regulations and our Zero Landfill Promise.
Secure Handling – Any data-bearing devices are securely processed to prevent data leaks.
Certification & Compliance – Documentation shared to evidence compliant recycling.
Best For:
End-of-life IT hardware.
Broken or obsolete equipment.
Bulk clear-outs of unwanted devices.
Galtec partner with Upper Tier Waste Carriers, allowing us to transport any type of waste, including hazardous waste, our own waste, and waste created by others.
This includes T11 Exemption which allows us to repair, refurbish or dismantle various types of waste electrical electronic equipment (WEEE). The whole WEEE item, or any parts, can then be reused for their original purpose, or recovered for a different purpose.
Partner registration certificates are available upon request.
Data Sanitisation & Destruction
Galtec understand the importance of data security and prioritises sensitive information protection at the centre of all processes. Our partner’s data sanitisation and HDD/SSD/tape destruction services follow the highest standards of security and compliance, using the Certus Erasure Tools for secure data wiping.
Our Process Includes:
Dedicated, Tracked Vehicles: We use secure, tracked vehicles to transport devices to our facility, ensuring safe, point-to-point delivery.
Secure Holding Units: Devices are stored in locked holding units upon arrival, ensuring that all data-bearing assets are protected and secured throughout the process.
Data Sanitisation with Certus Erasure Tools: We use Certus Software, which follows NIST SP 800-88 and IEEE 2883 standards to completely erase data from drives. You will receive tamper-proof certificates for each drive, gauranteeing that your data is permanently removed, for future audit evidence.
Manual Removal & Destruction of Failed Drives: If a drive fails during the sanitisation process, we manually remove it, ensure proper tracking with serialised reports, and physically destroy it using our in-house HDD shredder to make the data irretrievable.
On-Site Data Sanitisation Service
Galtec also offers on-site data sanitisation services for clients who require secure data erasure at their premises. We can deploy qualified Certus engineers to perform the sanitisation process directly on your site, ensuring the highest standards of data security are met without the need for transporting your devices, or for complete peace of mind that data has been sanitised prior to shipment.
Additionally, we can set up customer portal access and assign licences to your organisation, enabling your team to carry out the sanitisation process independently using Certus Erasure Tools. This flexible solution allows you to maintain full control over the data sanitisation process while benefiting from Certus' industry-leading standards.
Whether you prefer on-site assistance or self-service capabilities, our goal is to provide a secure, efficient, and compliant data sanitisation solution tailored to your needs.