{"id":26045,"date":"2023-12-06T15:36:48","date_gmt":"2023-12-06T14:36:48","guid":{"rendered":"https:\/\/www.websupport.sk\/podpora\/?post_type=ht_kb&#038;p=26045"},"modified":"2024-02-12T16:11:41","modified_gmt":"2024-02-12T15:11:41","slug":"websupport-managed-services-a-urovne-podpory","status":"publish","type":"ht_kb","link":"https:\/\/www.websupport.sk\/podpora\/kb\/websupport-managed-services-a-urovne-podpory\/","title":{"rendered":"Websupport Managed services a \u00farovne podpory"},"content":{"rendered":"\n<p>\u00darovne podpory pre IT a cloud b\u00fdvaj\u00fa \u0161trukt\u00farovan\u00e9 pod\u013ea vlastnost\u00ed a potrieb z\u00e1kazn\u00edkov. Pozrieme sa na \u0161tandardn\u00e9 rozdelenie a mo\u017enosti, ktor\u00e9 v\u00e1m m\u00f4\u017eu pom\u00f4c\u0165 nastavi\u0165 si vhodn\u00e9 rie\u0161enie presne pre v\u00e1s. Predstav\u00edme si aj mo\u017enosti, ktor\u00e9 pre Managed services segment produktov a slu\u017eieb poskytuje Websupport.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-tiers\">Tiers<\/h2>\n\n\n\n<p>\u00darovne podpory, zn\u00e1me ako <strong>tiers<\/strong>, s\u00fa k\u013e\u00fa\u010dov\u00e9 pre efekt\u00edvne IT rie\u0161enia. Predstav\u00edme v\u00e1m ich podrobnej\u0161ie, aby ste lep\u0161ie pochopili, ako m\u00f4\u017eu sl\u00fa\u017ei\u0165 va\u0161im potreb\u00e1m.<\/p>\n\n\n\n<p><strong>Tier 0<\/strong><\/p>\n\n\n\n<p><strong>Samoobslu\u017en\u00e1 podpora<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Najni\u017e\u0161ia \u00farove\u0148 podpory, be\u017ene pou\u017e\u00edvan\u00e1 najm\u00e4 pri samoobslu\u017en\u00fdch syst\u00e9moch.<\/li>\n\n\n\n<li>U\u017e\u00edvatelia rie\u0161ia probl\u00e9my a ot\u00e1zky pomocou samoobslu\u017en\u00fdch n\u00e1strojov, vr\u00e1tane datab\u00e1z znalost\u00ed, \u010dasto kladen\u00fdch ot\u00e1zok (FAQ), chatbotov a komunitn\u00fdch f\u00f3r. Tieto zdroje m\u00f4\u017ee aj nemus\u00ed zabezpe\u010dova\u0165 prev\u00e1dzkovate\u013e slu\u017eby.<\/li>\n<\/ul>\n\n\n\n<p><strong>Tier 1<\/strong><\/p>\n\n\n\n<p><strong>Podpora prvej l\u00ednie<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Po\u017eiadavky u\u017e\u00edvate\u013eov rie\u0161i t\u00edm \u013eud\u00ed patriaci pod helpdesk, alebo customer care. Ide o technick\u00fd person\u00e1l, vy\u0161kolen\u00fd na rie\u0161enie zn\u00e1mych probl\u00e9mov a na plnenie po\u017eiadaviek pod\u013ea pripraven\u00fdch scen\u00e1rov.<\/li>\n\n\n\n<li>Typick\u00fdmi \u010dinnos\u0165ami s\u00fa: obnovenie hesiel, spr\u00e1va pr\u00edstupov\u00fdch \u00fa\u010dtov, kontrola funk\u010dnosti slu\u017eby, z\u00e1kladn\u00e9 technick\u00e9 oper\u00e1cie.<\/li>\n<\/ul>\n\n\n\n<p><strong>Tier 2<\/strong><\/p>\n\n\n\n<p><strong>Podpora druhej l\u00ednie<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Po\u017eiadavky s\u00fa naj\u010dastej\u0161ie eskalovan\u00e9 od prvej l\u00ednie. L2 person\u00e1l m\u00e1 hlbok\u00e9 znalosti o produkte, slu\u017ebe alebo IT prostred\u00ed.<\/li>\n\n\n\n<li>Z poh\u013eadu typu po\u017eiadaviek ide o stredn\u00fa \u00farove\u0148 podpory servera\/infra\u0161trukt\u00fary\/siete, rie\u0161enie ch\u00fdb softv\u00e9ru a podobne.<\/li>\n<\/ul>\n\n\n\n<p><strong>Tier 3<\/strong><\/p>\n\n\n\n<p><strong>T\u00edm podpory tretej l\u00ednie<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>T\u00fato \u00farove\u0148 podpory tvoria vysoko kvalifikovan\u00ed \u0161pecialisti, vr\u00e1tane architektov rie\u0161en\u00ed alebo in\u017einierov produktov. Maj\u00fa rozsiahle a hlbok\u00e9 znalosti o konkr\u00e9tnych produktoch, syst\u00e9moch alebo aplik\u00e1ci\u00e1ch.<\/li>\n\n\n\n<li>Po\u017eiadavky s\u00fa eskal\u00e1cie od prvej a druhej l\u00ednie. L3 \u0161pecialisti s\u00fa schopn\u00ed analyzova\u0165 a rie\u0161i\u0165 zlo\u017eit\u00e9 a ne\u0161tandardn\u00e9 technick\u00e9 probl\u00e9my. Maj\u00fa vynikaj\u00face schopnosti rie\u0161enia probl\u00e9mov a analytick\u00e9 myslenie.<\/li>\n\n\n\n<li>S\u00fa schopn\u00ed identifikova\u0165 a rie\u0161i\u0165 kore\u0148ov\u00e9 pr\u00ed\u010diny probl\u00e9mov, nie len sympt\u00f3my.<\/li>\n<\/ul>\n\n\n\n<p><strong>Tier 4<\/strong><\/p>\n\n\n\n<p><strong>Podpora \u0161tvrtej l\u00ednie a konzult\u00e1cie<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Zaober\u00e1 sa zvy\u010dajne probl\u00e9mami a ot\u00e1zkami, ktor\u00e9 s\u00fa mimo schopnost\u00ed intern\u00fdch t\u00edmov podpory.&nbsp;<\/li>\n\n\n\n<li>T\u00e1to \u00farove\u0148 podpory \u010dasto zah\u0155\u0148a spolupr\u00e1cu s v\u00fdrobcami alebo dod\u00e1vate\u013emi hardv\u00e9ru a softv\u00e9ru, v\u00fdskum a v\u00fdvoj a \u0161pecializovan\u00e9 konzulta\u010dn\u00e9 slu\u017eby.<\/li>\n\n\n\n<li>M\u00f4\u017ee tie\u017e zah\u0155\u0148a\u0165 profesion\u00e1lne slu\u017eby pre IT projekty.<\/li>\n<\/ul>\n\n\n\n<p>Takto rozdelen\u00e9 \u00farovne podpory maj\u00fa svoje v\u00fdhody. Je tu jasne dan\u00fd proces pre spracovanie po\u017eiadaviek u\u017e\u00edvate\u013eov a ich ticketov. To umo\u017e\u0148uje ma\u0165 r\u00fdchlej\u0161ie \u010dasy reakcie a rie\u0161enia a minimalizovan\u00fa dobu nedostupnosti.<\/p>\n\n\n\n<p>T\u00edmy maj\u00fa zaveden\u00fd protokol pre eskal\u00e1ciu \u0165a\u017e\u0161ie rie\u0161ite\u013en\u00fdch probl\u00e9mov. To je n\u00e1kladovo efekt\u00edvne, nako\u013eko spr\u00e1vne osoby rie\u0161ia tickety zodpovedaj\u00face ich kvalifik\u00e1cii.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-support-od-websupportu\">Support od Websupportu<\/h2>\n\n\n\n<p>Websupport zabezpe\u010duje pre svojich klientov v\u0161etky spom\u00ednan\u00e9 \u00farovne podpory pre bezprobl\u00e9mov\u00fa prev\u00e1dzku serverov\u00fdch a cloud produktov a slu\u017eieb.&nbsp;<\/p>\n\n\n\n<p>Pokia\u013e m\u00e1te <a href=\"https:\/\/www.websupport.sk\/servery\/dedikovany-server\/\" target=\"_blank\" rel=\"noreferrer noopener\">Dedikovan\u00fd server<\/a>, <a href=\"https:\/\/www.websupport.sk\/servery\/vps\/\" target=\"_blank\" rel=\"noreferrer noopener\">VPS<\/a> alebo <a href=\"https:\/\/www.websupport.sk\/servery\/vdc\/\" target=\"_blank\" rel=\"noreferrer noopener\">VDC<\/a> ako \u201ecore\u201c produkty, inform\u00e1cie o nich n\u00e1jdete na webov\u00fdch str\u00e1nkach <a href=\"https:\/\/www.websupport.sk\/\" target=\"_blank\" rel=\"noreferrer noopener\">websupport.sk<\/a> a v na\u0161ej <a href=\"https:\/\/www.websupport.sk\/podpora\/\" target=\"_blank\" rel=\"noreferrer noopener\">b\u00e1ze znalost\u00ed<\/a>. V nej ideme e\u0161te \u010falej a pravidelne tvor\u00edme univerz\u00e1lne n\u00e1vody pre servery.<\/p>\n\n\n\n<p>V pr\u00edpade, \u017ee m\u00e1te probl\u00e9m s prev\u00e1dzkou alebo kvalitou niektor\u00e9ho z produktov, je v\u00e1m k dispoz\u00edcii na\u0161a <a href=\"https:\/\/www.websupport.sk\/kontakt\/\" target=\"_blank\" rel=\"noreferrer noopener\">podpora<\/a>. T\u00e1 situ\u00e1ciu promptne vyhodnot\u00ed a eskaluje na patri\u010dn\u00fa IT podporu.<\/p>\n\n\n\n<p><strong>K\u00fdm vy sp\u00edte<\/strong><\/p>\n\n\n\n<p>Pre spom\u00ednan\u00e9 core produkty a slu\u017eby, ktor\u00e9 si spravujete sami <strong>zabezpe\u010dujeme 24\/7 monitoring siete a infra\u0161trukt\u00fary a\u017e po \u00farove\u0148 opera\u010dn\u00e9ho syst\u00e9mu<\/strong>. \u010co sa deje v \u0148om, je u\u017e na v\u00e1s. Proakt\u00edvne rie\u0161ime DDOS \u00fatoky, QOS virtu\u00e1lnych serverov a podobne. Dozer\u00e1me, aby bol funk\u010dn\u00fd samoobslu\u017en\u00fd proces mana\u017ementu t\u00fdchto slu\u017eieb. Toto v\u0161etko sa deje automaticky po \u201evybalen\u00ed z krabice\u201d.<\/p>\n\n\n\n<p>Infra\u0161trukt\u00faru pravidelne upgradujeme a je pripraven\u00e1 na \u0161k\u00e1lovanie, aby ste nemuseli na ni\u010d \u010daka\u0165. Rob\u00edme v\u0161etko pre to, aby ste na\u0161e slu\u017eby mohli vyu\u017e\u00edva\u0165 naplno a mali nad nimi pln\u00fa kontrolu.<\/p>\n\n\n\n<p><strong>Spr\u00e1va servera<\/strong><\/p>\n\n\n\n<p>Ak potrebujete \u00farove\u0148 podpory roz\u0161\u00edri\u0165 aj na \u00farove\u0148 opera\u010dn\u00e9ho syst\u00e9mu a aplik\u00e1cii ako datab\u00e1zy a webservery, potom je pre v\u00e1s dobr\u00fdm rie\u0161en\u00edm <a href=\"https:\/\/www.websupport.sk\/servery\/sprava\/\" target=\"_blank\" rel=\"noreferrer noopener\">Websupport<\/a><a href=\"https:\/\/www.websupport.sk\/servery\/sprava\/\"> Spr\u00e1va serverov<\/a>.<\/p>\n\n\n\n<p>Pri nej <strong>preber\u00e1me zodpovedos\u0165 za opera\u010dn\u00fd syst\u00e9m, konfigur\u00e1ciu a prev\u00e1dzku serverov\u00fdch aplik\u00e1cii<\/strong>. Zabezpe\u010d\u00edme v\u00e1m 24\/7 doh\u013ead seniorn\u00fdch administr\u00e1torov nad va\u0161imi syst\u00e9mami. Pri zad\u00e1van\u00ed po\u017eiadaviek priamo komunikujete s nimi, poznaj\u00fa v\u00e1\u0161 syst\u00e9m a predch\u00e1dzaj\u00face po\u017eiadavky. Proakt\u00edvne aktualizuj\u00fa v\u0161etky spravovan\u00e9 komponenty.&nbsp;Na v\u00e1s tak bude len va\u0161a aplik\u00e1cia na \u00farovni k\u00f3du.<\/p>\n\n\n\n<p>V r\u00e1mci slu\u017eby Spr\u00e1va servera m\u00e1te k dispoz\u00edcii konzult\u00e1cie od architektov pre spr\u00e1vne a optim\u00e1lne nastavenie infra\u0161trukt\u00fary, jej \u0161k\u00e1lovanie a pod.<\/p>\n\n\n\n<p><strong>Rozdelenie zodpovednosti<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table is-style-stripes\"><table><tbody><tr><td><\/td><td><strong>Bez spr\u00e1vy servera<\/strong><\/td><td><strong>So Spr\u00e1vou servera<\/strong><\/td><\/tr><tr><td>Aplik\u00e1cia<\/td><td>Z\u00e1kazn\u00edk<\/td><td>Z\u00e1kazn\u00edk<\/td><\/tr><tr><td>Syst\u00e9mov\u00fd monitoring servera<\/td><td>Z\u00e1kazn\u00edk<\/td><td>Websupport<\/td><\/tr><tr><td>Softv\u00e9r ako webserver, datab\u00e1za<\/td><td>Z\u00e1kazn\u00edk<\/td><td>Websupport<\/td><\/tr><tr><td>Opera\u010dn\u00fd syst\u00e9m<\/td><td>Z\u00e1kazn\u00edk<\/td><td>Websupport<\/td><\/tr><tr><td>Virtualiza\u010dn\u00e1 platforma<\/td><td>Websupport<\/td><td>Websupport<\/td><\/tr><tr><td>Hardv\u00e9r a sie\u0165<\/td><td>Websupport<\/td><td>Websupport<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-na-e-odpor-ania\">Na\u0161e odpor\u00fa\u010dania<\/h2>\n\n\n\n<p>Pri v\u00fdbere poskytovate\u013ea a pl\u00e1nu technickej podpory pre cloud a servery je d\u00f4le\u017eit\u00e9 zv\u00e1\u017ei\u0165 nieko\u013eko k\u013e\u00fa\u010dov\u00fdch faktorov, aby ste sa vyhli probl\u00e9mom a zabezpe\u010dili, \u017ee va\u0161a organiz\u00e1cia z\u00edska potrebn\u00fa \u00farove\u0148 podpory. Tu s\u00fa niektor\u00e9 odpor\u00fa\u010dania, ktor\u00fdm by ste mali venova\u0165 pozornos\u0165:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Uistite sa, \u017ee poskytovate\u013e pon\u00faka \u0161irok\u00fa \u0161k\u00e1lu slu\u017eieb, ktor\u00e9 zodpovedaj\u00fa va\u0161im potreb\u00e1m.<\/li>\n\n\n\n<li>Zistite, \u010di s\u00fa k dispoz\u00edcii r\u00f4zne \u00farovne podpory (L1, L2, L3, L4) a ak\u00e9 s\u00fa ich \u0161pecifik\u00e1.<\/li>\n\n\n\n<li>Skontrolujte si, \u010di m\u00e1 t\u00edm potrebn\u00e9 certifik\u00e1cie a kvalifik\u00e1cie. Pr\u00edpadne ak\u00e9 m\u00e1 sk\u00fasenosti\u00a0 s podobn\u00fdmi projektami a technol\u00f3giami. Ako vyzeraj\u00fa <a href=\"https:\/\/www.youtube.com\/playlist?list=PL2tWKPCrB6olTElW8C0xqDOUtznN_vh2o\" target=\"_blank\" rel=\"noreferrer noopener\">jeho<\/a> <a href=\"https:\/\/www.websupport.sk\/blog\/tag\/case-study\/\">referencie<\/a>.\u00a0<\/li>\n\n\n\n<li>Zistite, \u010di m\u00f4\u017eu by\u0165 slu\u017eby prisp\u00f4soben\u00e9 va\u0161im \u0161pecifick\u00fdm potreb\u00e1m a uistite sa, \u017ee poskytovate\u013e m\u00f4\u017ee podpori\u0165 rast va\u0161ej organiz\u00e1cie.<\/li>\n\n\n\n<li>Cena a hodnota: porovnajte si ceny a zistite, \u010di s\u00fa transparentn\u00e9 a zv\u00e1\u017ete hodnotu, ktor\u00fa slu\u017eby prin\u00e1\u0161aj\u00fa.<\/li>\n\n\n\n<li>Zistite, \u010di poskytovate\u013e investuje do technologick\u00fdch inov\u00e1ci\u00ed a vylep\u0161en\u00ed.<\/li>\n<\/ul>\n\n\n\n<p>Zv\u00e1\u017een\u00edm t\u00fdchto faktorov m\u00f4\u017eete urobi\u0165 rozhodnutie a vybra\u0165 poskytovate\u013ea s \u00farov\u0148ou technickej podpory, ktor\u00e1 najlep\u0161ie vyhovuje va\u0161im potreb\u00e1m a po\u017eiadavk\u00e1m.<\/p>\n\n\n\n<p>V\u00fdberom Websupport Managed services z\u00edskavate spo\u013eahliv\u00e9ho partnera, ktor\u00fd sa postar\u00e1 o va\u0161e IT potreby tak, aby ste sa vy mohli s\u00fastredi\u0165 na n\u00e1\u0161 biznis. <\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00darovne podpory pre IT a cloud b\u00fdvaj\u00fa \u0161trukt\u00farovan\u00e9 pod\u013ea vlastnost\u00ed a potrieb z\u00e1kazn\u00edkov. Pozrieme sa na \u0161tandardn\u00e9 rozdelenie a mo\u017enosti, ktor\u00e9 v\u00e1m m\u00f4\u017eu pom\u00f4c\u0165 nastavi\u0165 si vhodn\u00e9 rie\u0161enie presne pre v\u00e1s. Predstav\u00edme si aj mo\u017enosti, ktor\u00e9 pre Managed services segment produktov a slu\u017eieb poskytuje Websupport. Tiers \u00darovne podpory, zn\u00e1me ako&#8230;<\/p>\n","protected":false},"author":3,"template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[],"ht-kb-tag":[],"class_list":["post-26045","ht_kb","type-ht_kb","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Websupport Managed services a \u00farovne podpory - Websupport centrum podpory<\/title>\n<meta name=\"description\" content=\"Pozrieme sa na \u0161tandardn\u00e9 \u00farovne podpory a predstav\u00edme si mo\u017enosti, ktor\u00e9 pre Managed services segment poskytuje Websupport.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.websupport.sk\/podpora\/kb\/websupport-managed-services-a-urovne-podpory\/\" \/>\n<meta property=\"og:locale\" content=\"sk_SK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Websupport Managed services a \u00farovne podpory - 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