ManagedClients rely on Touchbase to not only, be on hand at all times to resolve technology issues through OPTIMIZE Support, but also to proactively deliver business outcomes through the performance management and ongoing optimization of the existing technology environment with OPTIMIZE Manage+. These services have been developed with the highest levels of professionalism and with the deepest knowledge of business communication available. This is attested through Touchbase’s adherence to Information Technology Infrastructure Library (ITIL) best practices, membership of Cisco Powered Global Managed Services and through the attainment and upkeep of global Cisco Master Unified Communications and other Technology Partner accreditation (all of these are regularly audited by independent bodies).

Best Practices for IT paperWe have created a complimentary Best Practices document to help you better understand the benefits of optimizing your technology environment with the help of a Managed Service Provider.

Our 'Best Practices for Managing Your IT' document highlights the barriers to achieving the above challenges for any IT Department and how to overcome these barriers to truly deliver to your end users, customers and executives.


OPTIMIZE Support and OPTIMIZE Manage+

These two services have a wide range of contract and SLA led elements – all designed to maximize uptime and relevance of technology to the client organization. The service is driven by a dedicated Client Engagement Manager who is non-revenue focused, client satisfaction targeted and goal orientated. Their regular updates notify clients what potential issues have been identified and rectified in their business-critical systems - before they become a problem.

OPTIMIZE Support – Follow the Sun contact and a single client management system across Touchbase Service Hubs in Sydney, London and Denver, delivers professional and immediate support to the client – wherever they are and whatever the time.

Follow the Sun

Touchbase’s Service Hubs have only highly skilled technical engineers taking support requests. This enables organizations to benefit from an immediate and informed assessment of the impact and urgency of the request – the majority of requests having first call resolution.

  • Incident Management
  • Problem Management
  • On-Site Resolution
  • Vendor Escalation Management
  • Change Management
  • Advance Replacement Parts
  • Technical System Advice


OPTIMIZE Manage+ – Including OPTIMIZE Support as standard with one or more of the following value-add services:

  • Performance Management
    Touchbase identify and avoid potential problems within the technology landscape - instead of spending valuable time rectifying them
  • Configuration Management
    A detailed and logical model of the supported systems and an overall network schematic
  • Client Based Resource
    Skilled resource to be based at your locations, on a needs and requirement basis
  • Service Continuity Management
    Any interruption to regular operation is recognized and a risk assessment details the effect
  • Managed WAN
    Global WAN capabilities (MPLS & VPLS) to enable a true end to end service management proposition