Boston SoftDesign has been providing the very best IT solutions, software, and consulting since 1999. Let our company handle all of your day-to-day technical and functional business needs while you focus on your core business. BSD has a team of top technical professionals with 9 years of average experience that work around the clock (24/7/365) to keep your data safe and secure. We are ready to help with application and database management, cloud integration/development, web and app development, Oracle, Microsoft, Unix, business intelligence implementation and support, network administration, and more.

3 steps for success

1

Choose your
service type

2

Choose your
engagement model

3

Enjoy worldclass
services from BSD

Operational statistics

140+ remote application management of direct and indirect (via partners) customers

  • 2,000+ environments under management
  • Annually: INCs=109,000; CRs=26,000; SRs=65,600

Supported:

  • 500+ successful application upgrades
  • 3,500+ sucessfull data base upgrades
  • 100+ data center migrations (30+ from Oracle on Demand)

Over 95% customer retention rate

Over 90% employee retention rate

Flexible Engagement Model

Dedicated Platinum

  • Dedicated primary domestic
  • Dedicated team of SMEs offshore

Dedicated Gold

  • Dedicated primary offshore
  • Dedicated team of SMEs offshore

Dedicated Silver

  • Shared primary domestic
  • Dedicated team of SMEs offshore

Shared Platinum

  • Shared primary domestic
  • Shared team of SMEs offshore

Shared Gold

  • Shared primary offshore
  • Shared team of SMEs offshore

Shared Silver

  • Customer's primary
  • Shared team of SMEs offshore

ITIL-Based Processes Understood by Teams

Configuration management
Configuration management

Provisioning/de-provisioning, integration with change/incident management

Incident/problem management
Incident/problem management

Template-based methodology, escalation management

Change/release management
Change/release management

Patching processes, release calendar, communication with application/business owners

Performance/capacity management
Performance/capacity management

Standard reporting, communication with application/business owners

SLA - Operational Performance

Incident Severity Level Severity Level Description Initial Response Standard Hours SLA Initial Response Standard Hours SLA First Level Escalation
1 An outage of a defined Customer Environment. This is treated with the highest level of support and service. 15 Min 15 Min SLA + 15 Min
2 An incident that affects functionality or performance but does not leave the Environment non-functional. This type of incident is treated with a high level of support and service. 30 Min 1 Hr SLA + 1 Hr
3 A request by the Customer to perform a task or operation that is important but not critical to ongoing operations 1 Hr 2 Hr SLA + 1 Day
4 A request by the Customer to perform a non-critical administrative task or operation. 4 Hrs 4 Hrs SLA + 1 Day

Account Governance Process

Customer and Service Management

Detailed reviews weekly, monthly and quarterly

  • Service activity
  • Service level achievement
  • System performance & capacity

52-week plan creation as necessary

  • IT master planning
  • Annual change planning with business community