IMPROVING OPERATIONS & CUTTING EXPENSE

Once you sign up with Six Star, we will manage the entire process, leaving you with the peace of mind that you're paying for.

 

WHAT DOES MANAGED SERVICES MEAN?

We have built the foundation to operate an entire mobile, and flexible workforce.  We have deployed, and developed the tools so that whilst mobile, all of our engineers have their fingers on the pulse of the business.  We are in constant communication, across cities, counties, countries and continents. Key personnel use powerful 21st century tools to coordinate the logistics of an operation, that at its core, is designed purely to serve an industry we love so much.


WHAT ARE THE ADVANTAGES vs an in-house IT Manager?

Adopting managed services is known to be an efficient way to stay up to date on technology, have access to necessary skills and address a range of issues related to cost, quality of service and risk, without the expense of large internal IT teams of hardware, software and infrastructure professionals.  You will be able to tap into the knowledge of a myriad of professionals, across all disciplines, to provide efficient and timely IT services to your organization.


ARE ALL MY SERVICES SUPPORTED BY THEIR VENDORS?

The short answer is, no! For a number of reasons, there are many gaps in support of the services you may use. Leaving aside one of the big ones, that some of the systems (legacy phone systems, door locking systems etc.) were installed during construction and may no longer be under a support agreement, the main issue faced in this area by businesses, is that all of these systems are not truly independent. Each system sits on a network; there may be one network or several. Each of these networks is completely independent from the vendor, and if something on the network was to break the vendor’s service, the vendor will be unable to assist.


OH NO! WHAT DO I DO?

Don’t worry, you have already started the process by coming here. You are looking into a a Managed Services Provider, just like Six Star, who will take responsibility for your Networkstie in the support between third party vendors, and continue to assess your systems to identify strategic investments that will continue to contain and minimize your overall OPEX support costs. We have relationships with engineers and account teams at most of the largest Vendors of Hospitality industry services. We will use these relationships on your behalf where necessary.

 

 

What we include in all Managed Services Contracts

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Incident Management Services

Provides a single point of contact to advise, coach, resolve or facilitate the resolution to any IT related challenges being faced by the business. 

Our IT System Support includes remote support 24/7. The SSA Support Team will:

  • Provide initial incident management for all IT hardware and software related issues.

  • Receive inbound issue calls, emails and web requests, and log appropriate service tickets within agreed SLA time limits.

  • Assign priorities as per agreed parameters.

  • Communicate status and resolution of the service ticket to the end user in a timely manner.

  • Log and escalate to appropriate resolver group.

  • Escalate to 3rd Party suppliers when applicable and monitor progress through to resolution.

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INFRASTRUCTURE/NETWORK SERVICES & SUPPORT

We will monitor, support and maintain all switches, routers, network services, protocols, and specified devices on supported networks, and its bridges to third party services (e.g. Internet, brand networks).

  • Monitoring and Analysis of system health and network activity.

  • Ownership of Network security practices.

  • Network troubleshooting and fault isolation.

  • Diagnosis of 3rd Party WAN (e.g. connections out of the building) connectivity.

  • Relationship management with third parties using existing well established contact and relationships. 

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REMOTE MONITORING & MANAGEMENT

We monitor IT Services within the business in order to provide a proactive rather than reactive IT Support Service, and to ensure security compliance and integrity.

  • Remote Monitoring and Management of all Domain, File & Print, Mail and Application Servers.

  • Support services to cover all PC’s, Laptops and authorised Mobile devices.

  • Identify and apply updates, patches and fixes in an intelligent, efficient and STABLE manner.

  • Check server capacities, performance and capabilities and resolve issues, and offer fully costed strategic improvements with a goal of maintaining service integrity and minimising cost to the business.

  • Monitor and analyse alerts about critical events and react to them where possible to avoid service interruptions in the future.

  • Determine optimal performance settings for applications in all environments to ensure that the full benefit is being obtained from each service/system. 

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DISASTER RECOVERY & BUSINESS CONTINUITY PLANNING

We provide support and contingencies to enable your business to be back up and running at the earliest viable opportunity after a Disaster or Critical Incident.

Whilst Six Star offer varying levels of Disaster Recovery and Business Continuity Planning, Six Star provide a high standard bare minimum to its clients.

Details of the Basic BCP service can be found in the document ‘SSA – Backup & Disaster Recovery Policies’

  • Using a combination of technologies Six Star will aim to provide 80% service resolution within 4 hours on services which fall under Six Star’s Managed Services & Support Contract.

  • Certain measures to achieve working network operations in the event of a disaster may incur additional charges.

  • We offer flexible plans to increase resilience. 

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HARDWARE MAINTENANCE SERVICE

We provide industry leading hardware repair/replacement services. With carefully selected partners, and service contracts with Hardware companies, we have been able to extend our reach to the farthest corners of the UK, Ireland, and mainland Europe.

  • Europe-wide fast response with 24/7 cover.

  • Full management of diagnosis, repair, and replacement process.

  • Full Remote Monitoring of all equipment under the scope of the Managed Services & Support Agreement. 

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24/7 BUSINESS-CRITICAL COVER

 

We provide a meaningful response to any business critical incident within 4 hours. 24 hours per day, 7 days per week, 365 days per year. Within 4 hours, we will either have resolved the issue, or committed to providing a resolution or workaround within the following 8 hours*.

 

BUSINESS CRITICAL CALL-OUTS AT NO EXTRA COST

Should the issue require an on-site visit, an engineer from Six Star (or one of our European partners) will be enroute to the hotel after the initial diagnosis period at NO ADDITIONAL COST to your Managed Services & Support Contract.

*Services provided by Third parties are not covered under this guarantee.

 

Six Star’s definition of Business Critical is designed to be as simple as can be:

A BUSINESS-CRITICAL ISSUE IS ONE THAT PREVENTS THE BUSINESS FROM COLLECTING REVENUE

 

  • During business hours, we will provide a meaningful response to Business-Critical issues within 1 hour. Outside of business hours we will provide that same level of response within 4 hours.

  • After the initial response, if the issue is still unresolved, we will employ all the resources at our disposal to fix the issue. By the end of the initial response time, we should be in a position to know whether a site visit is required to deal with a hardware component, it is at that point that an engineer will be dispatched to site.

  • Connections with strategic partners across Europe mean that we are able to provide on-site support, despatched during or at the end of the initial response period, to any site within the UK, ROI, or Mainland Europe (travel times may vary). The on-site engineer will then be in a position to work with the rest of our teams to resolve the issue or replace any hardware as required.

  • When calling the out of hours Support Team, the operator will confirm your organisation name and the contract you are reporting the fault under. Once they have confirmed the level of cover is in place, they will escalate the call to the out of hours engineering team. Within one hour, the engineer will make contact with you and confirm how they will be resolving the issue. 

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SECURITY & COMPLIANCE SERVICES

We use our extensive industry experience, and all the tools and contacts at our disposal to keep your systems, data, and customer data protected. In the event of a breach, we will react fast to protect your business operations, and your liability.

  • Utilising industry leading scanning and monitoring tools, we will strive to intercept threats before they can gain access to your systems.

  • With aggressive maintenance schedules we will keep all of your hardware and software up-to- date in order to keep newly discovered security holes plugged.

  • Using qualified IT trainers, we will introduce a regular program of training sessions to take place on property. These sessions will cover items such as security best practice, and issues such as ‘social engineering’ in order to help your frontline teams keep your business safe.

  • Our Account Management process is geared toward constantly reviewing your IT platforms, and identifying weaknesses that can be improved upon. 


 

PCI DSS COMPLIANCE

We commit bring all systems and services within the scope of Six Star’s Managed Services and Support agreement up to PCI DSS compliance within 1 calendar year of the contract commencement, and to maintain compliance throughout the duration of the contract. In most cases, this is at no extra cost.

  • Utilising industry leading scanning and monitoring tools, we will strive to intercept compromising data before it leaves/enters your network.

  • Qualified engineers will design or modify your network architecture to protect your payments systems according to PCI DSS minimum standards.

  • We will keep all equipment patched and secured using the latest standards, in order to minimise data breaches.

  • Our Account Management process is geared toward constantly reviewing your IT platforms, and identifying weaknesses that can be improved upon. 


GDPR COMPLIANCE

We commit to bring all systems and services within the scope of Six Star’s Managed Services and Support agreement up to GDPR compliance within 1 calendar year of the contract commencement, and to maintain compliance throughout the duration of the contract. In most cases, this is at no extra cost.

  • Utilising industry leading scanning and monitoring tools, we will strive to prevent data breaches before the occur.

  • Qualified engineers will design or modify your network architecture to protect your data according to industry best practice and GDPR compliance.

  • We will keep all equipment patched and secured using the latest standards, in order to minimise data breaches.

  • Our Account Management process is geared toward constantly reviewing your IT platforms, and identifying weaknesses that can be improved upon. 

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USER SUPPORT SERVICES

We will provide a friendly, understandable service to users within your business, and provide fixes, solutions and improvements in a manner that reduces the impact to business operations. To maintain each user’s equipment, always mindful that without that equipment in good working order, the user’s work life is affected, and therefore the business is impacted.

  • Application and Software installation, configuration and user access requirements.

  • E-Mail client configuration and access.

  • Authorised mobile device e-mail support

  • Network Access configuration and permissions.

  • Printer configuration and access.

  • Provide access to User Data Shares.

  • Restricted access in line with Group permissions

  • Desktop restrictions & authorised software installation/access.

  • Standardised image creation and deployment.

  • Create and provide access to a user documentation repository, such as how-to guides, and other useful support information.

  • Our Managed Services and Support contract includes remote support during the hours outlined below The Support Team supports problems with the listed systems within your quoted services.

The SSA Support Team will respond to issues raised according to the schedule outlined and work to the service agreements included within the Service Delivery Catalogue.

  • Change and Standard tickets will be worked during the hours of 0700 and 1900 Monday to Friday in your local time zone.
  • Urgent tickets will be worked 0700 to 2200 Monday to Friday.
  • Business Critical Incidents will be worked 24/7 365 days per year. 
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USER/SERVICE REQUEST MANAGEMENT

Six Star fully will maintain the services, systems and processes that allow the business to operate at full efficiency, and we commit to be open, honest and communicate freely with the business and its agents to enable seamless and painless service.

  • Facilitate new user creation in line with Client’s user rights and group policy.

  • Facilitate account disable/user deletion.

  • Manage user account changes.

  • Perform user password resets, and deploy (where appropriate) password reset self-service tools to minimise delays and business impact where services become unavailable.

  • Administer client data repositories, user permissions and data security.

  • Client configuration advice and guidance.

  • Define and document System Policies to enable efficient working and comply with better-than industry standard security practices.

  • Implement and maintain System Policies.

  • Maintain user profile templates and documentation.

  • Identify end-user performance issues.

  • Administer Active Directory Services (DNS, WINS, DHCP etc.)

  • Administer Group Policy.

  • Liaise directly with 3rd parties to enable new services to sit upon a Six Star managed network. 

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ON-SITE SUPPORT

With fully mobile engineers, we will respond quickly, according to the nature and severity of the incident, to put one or more Six Star personnel or its agents on the customer site in order to resolve an issue, or improve the service provided. Six Star Engineers may visit your property:

  • To install new hardware.

  • To repair or replace hardware.

  • To facilitate an IT Managed Services or Infrastructure project that has an impact of IT services.

  • To be on-hand during critical works as insurance against unanticipated consequences.

We will send a support engineer to work from your sites for at least one week every year. The engineer will get to know of any operational changes that may have occurs, work with the account management team to access and optimise services for that site, and perform minor maintenance and a customer ‘surgery’ to fix the little issues that don’t usually get reported.

We will endeavour to have the first of these visits occur within 8 weeks of a site being on-boarded into full service.

  • Business Critical: Free of Charge

  • Standard: Hourly (minimum 2 hour), capped at the day rate.

  • Rates can be found in the Six Star Pricing Sheet. 

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ACCOUNT MANAGEMENT

We provide the full resources of Six Star to advise, coach, resolve or facilitate the resolution to any IT related challenges being faced by the business.

  • Provide consultation for all IT related issues.

  • Consult on, advise, create, or present IT budgetary proposals.

  • To strive to reduce costs for, and add value to the business, and to work with the client to achieve their pre-defined business goals, whether they be sale, acquisition, or operation and cash generation.

  • To help scope the scale and cost of future projects.

  • To advise on the future of the client’s technology and Information Security and Compliance requirements.

  • Whilst we prefer to have meeting ad-hoc as and when required, we may schedule regular account management meetings as and when required.

WE EXPAND TO FILL THE IT REQUIREMENTS OF YOUR BUSINESS:

  • If your group has an IT Director, Six Star will compliment their role, providing support, backup, and cover as directed.
     
  • If you have no IT Director then your Account Manager will fill this roll, creating your budgetary forecasts, presenting proposals to your board, and representing your company to Third Parties as required. This is at no extra cost.
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LICENCE COMPLIANCE AND RENEWAL

We will fully maintain the business’s software license agreements, and keep a focus on maintaining utility whilst reducing Operational Expenditure where available.

  • Management, renewal and maintenance of software licences and subscriptions incorporating:

    • Devices

    • User CALs

    • User Software (e.g. MS Office)

    • Server Operating Systems

    • Server Software (e.g. Windows Server, Virtualisation Software)

    • Endpoint Anti-virus

    • Mail security – Anti-virus/Anti-spam

    • SSL Certificates

    • Firewall subscriptions

    • Monitoring Software

    • Backup Software

    • Other infrastructure licencing as requested.

  • To maintain an accurate database of licences being utilised by the business.

  • To provide both annually, and upon request a detailed breakdown of Operational expenses incurred through software licencing.

  • To use industry experience and knowledge to continually offer improvements to licencing options, in terms of both utility and cost. 

THE BEST EMAIL SOLUTION TO FIT THE BUSINESS’S NEEDS

Six Star provide and support the best email solution to fit the business’s needs.  Always costed on a per-user basis to enable your business to expand and contract according to your business strategy. Where possible will facilitate email and calendar connectivity within different branches of the same organisation, whilst keeping individual site autonomy, so that parts of the business may be ‘broken off’ as necessary.

 

  • Six Star offer both on-site and hosted email services.  We can manage mail servers within data centres, or ‘Cloud’ solution such as Office365.
     
  • Management of global user mailbox settings. Including mailbox size limits, attachment Size limits etc.
     
  • Email Distribution list management. Where possible we will enable the business to maintain and manage these directly in order to make the process as efficient as possible.
     
  • Administer Global Address Lists
     
  • Email access through desktops, laptops, mobile phones, and tablets through a variety of software applications such as Outlook or Web access.
     
  • Calendar services.
     
  • eFAX Services.
     
  • Email Archiving Services
     
  • Mobile Management Services to keep company data secure.
     
  • Where clients use a third party for email services, Six Star will coordinate issues with the third party and monitor progress through to resolution.

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FREE OFFICE 365 MIGRATION AND SUPPORT

We are firm believers in keeping things simple.  That is why we offer FREE migration to Office 365, plus FREE support for Email Services for the lifetime of the service. All you pay is Microsoft’s Retail price of the licencing. (either via Invoice through Six Star or direct to MS – your choice!).

We know that once you are on the Office 365 platform, you will benefit from the reliability and durability of an exception email platform, with built in security and device management, and therefore we won’t be receiving too many support call from you, which in turn means that we don’t need to hire as many people to support the product. THAT is why we offer this as a freely supported service!

 
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A MICROSOFT PARTNER

We are a trusted Microsoft Partner, with many live platforms and services using Microsoft’s services.  We have a dedicated account manager, and a fantastic support agreement that all of our customers can benefit from!

 
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SMART MANAGEMENT

We manage all Global user mailbox settings. Including Mailbox size limits, Attachment Size limits etc., Email Distribution list management. But where possible we will enable the business to maintain and manage these directly in order to make the process as efficient as possible, Administer Global Address Lists, Email access through Desktops, Laptops, Mobile phones, and tablets through a variety of Software applications such as Outlook or Web access, Calendar services, IOS apps or the support portal.

STORAGE & BACKUP SERVICES

 

WE'VE GOT YOUR BACK

We provide the best-in-class storage and backup facilities, with ease-of-access, raliability, and durability as our primary focus. 


COMPANY DATA FILE/FOLDER BACKUP:

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ON-PREMISES

  • Fully Encrypted Backups and Data Transfers between devices
  • 4 hour recovery of Files/Folders

PRODUCT CODE: C11202

 
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ONLINE (CLOUD)

  • Unlimited Storage (with Fair Usage Policy
  • Fully Encrypted Storage and Data Transfer
  • 4 hour recovery of Files/Folders
  • Our data services are geo-located in at least two datacentres, within the same political boundaries, but at least 100km apart

PRODUCT CODE: C11201

 

SYSTEM & SERVER RECOVERY:

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DISASTER RECOVERY

We offer a full Disaster Recovery Product that replicates your business environment in the cloud, for near-instant failover in the event of a serious incident on your premises (Fire/Flood etc).

PRODUCT CODE: C11301

 
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SYSTEM STATE BACKUPS

We will take Weekly System State Backups of your business critical servers, in order to be able to restore them to new devices in the event of a complete hardware failure.  This service is available Online or Offline.

ONLINE PRODUCT CODE: C11211

OFFLINE PRODUCT CODE: C11212

 

DEVICE FILE/FOLDER DATA BACKUPS:

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LAPTOP BACKUPS

Protect the work of your mobile workers with a remotely deployable backup solution. So when they are off your corporate network, you know that a copy of your company's IP is securely held in-house.

PRODUCT CODE: C11205

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Data Centre & Cloud Hosting Services

Six Star provide the benefits of security, accessibility, reliability, redundancy and convenience, in partnership with Data Centres, and Cloud providers of all types, whilst maintaining low costs and business unit segregation where required.

We provide hosting of servers and services on behalf of businesses in dedicated Data Centres, or within Microsoft Azure platform.

The benefits Data Centre Hosting provide are many:

  • Maintains an ‘always available’ architecture.
     
  • Distributes resources across geographical zones according to business requirements.
     
  • Scalable services, so that you pay as you grow, rather than incurring massive CapEx costs, or suffering migration projects with every expansion.
     
  • With the full backing of Microsoft as a service partner, we have almost limitless resources to pull upon in order to meet the business needs.
     
  • Utilising Hybrid technologies, we are able to provide cost effective Business Continuity and Disaster Recovery Services to the Hospitality Industry, by complimenting your existing infrastructure.

WE'RE YOUR DIGITAL BODYGUARDS

We use our extensive industry experience, and all the tools and contacts at our disposal to keep your systems, data, and customer data protected. In the event of a breach, we will react fast to protect your business operations, and your liability.


Supplementary Security & Compliance Options:

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ANTIVIRUS & MALWARE PROTECTION

Utilising industry leading scanning and monitoring tools, we will strive to intercept threats before they can gain access to your systems.

More Info

 
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User Device Threat Detection

With combination of services, we will constantly monitor your web traffic on devices within the corporate network and on corporate laptops out in the field. These services intelligent scan network traffic for signs of a threat, such as Malware or Crypto-locker viruses.

 
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Education & PREVENTION

For Customers taking our Security & Compliance products, alongside our Core Managed Services, we will introduce an annual program of training sessions to take place on property.  These sessions, provided by IT Trainers and Professionals will cover items such as security best practice, and issues such as ‘social engineering’ in order to help your frontline teams keep your business safe.

 

VPN VIRTUAL PRIVATE NETWORKS

We can provide secure connections from roaming devices (such as laptops) back to your corporate network, with varying levels of access authentication. 

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VPN — SINGLE FACTOR AUTHENTICATION

This uses either a separate VPN username and password, or can be linked to your Domain to use your Laptop credentials to connect back to your Corporate Network.

 
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VPN — DUAL-FACTOR AUTHENTICATION

This uses either a separate VPN username and password, or can be linked to your Domain to use your Laptop credentials to connect back to your Corporate Network, but will also require a second method of authentication.  This can be a physical token, or can be linked to a Smartphone app.   The second layer of authentication provides extra security in-case one or other of the authentication methods becomes compromised.

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Six Star continually source hardware from multiple Six Star approved vendors in order to achieve the best available price.

  • With operations across Europe we can source from all over the region to achieve the best possible prices.
     
  • All customer properties will be given a 1500EUR/1500GBP credit limit after month 6 of the first contract term. Subject to circumstances. Prior to this, all purchases must be paid for in advance.
     
  • We commit to pass on any discounts or savings achieved from its suppliers.
     
  • We will only ever add 10% to hardware orders in order to cover administrative costs. This may mean that prices for the same item may fluctuate considerably over time. It is important to note that other suppliers may pick a higher and stable price for equipment, and keep the margin themselves.  If budgetary requirements dictate that this would be a more suitable approach, then please contact your Account Manager.

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THE SPEED YOU NEED

We provide the highest quality wifi services, with high-spec equipment and cabling, and industry-leading support services to backup a first-class product.


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THE HIGHEST QUALITY EQUIPMENT

We believe that we have found the perfect combination of equipment for a 21st Century Guest/Corporate wifi system. Using a combination of Ubiquiti Unifi Wireless Access Points, with a combination of Unifi and HP Switches, alongside our custom configured Gateway, we provide a stable, fast, and upgradable system that rivals the best on the market, and at the most competitive prices.

 
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SUPPORT

We apply our standard support model to our Wifi product, so that our customers know we won't sit back and let issues persist. If something stops working as it should, we'll find out why, if something needs fixing we'll fix it, if a part needs replacing, we'll replace it. No argument, no games. 

 
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NO PROJECT TOO LARGE OR TOO SMALL

We have made partnerships with some outstanding organisations that mirror our values in order to provide 24/7 coverage, and the ability to complete Wifi projects on a huge scale. These partners are committed to providing the same exceptional levels of customer service you expect from Six Star.

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