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alnwick computerware
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The Alnwick Garden
Background
In November 2004 we were asked to provide additional support & services to the existing ones they already had in place with the primary systems suppliers of ticketing and EPOS, to achieve faster resolutions to problems. There were 3 main areas:
  1. Front line support & fast on - site response. To provide a backup to their existing support solutions by phone, email or on ?site visit.
  2. Provide personnel to attend any meetings which may have an IT content.
  3. Sourcing of IT products & consumables and verifying validity for any proposals for the supply of such items.
Effectively our role was to act as the IT department and as such, would provide an un-biased view on all IT related issues, very much putting their interests first.

Implementation
With the support agreement in place, it soon became apparent that cover would be required as a 1 hour response, 24/7, 365 days a year and our agreement was changed to reflect this.

Phase 2 of the main garden site development was underway at this time, and we assisted in the design, tendering and implementation of the new EPOS, ticketing, networks and communications systems, ADSL connections, CCTV, multi-media and audio visual as well as the moving and re-siting of existing systems into the new complex. This phase was completed by April 2006. A dedicated air-conditioned server room housing 15 servers was also commissioned, which includes an ISDN port for BBC Radio outside broadcasts.

In conjunction with phase 2 the administrative site also underwent an upgrade of it?s network and servers. This included automated backup and disaster recovery, terminal server for greater remote access control and new firewall and antivirus/anti-spyware software. Users were also migrated from Lotus Notes to Microsoft Exchange for email and webmail services.

Benefits
By providing first-line support there is no need to maintain an internal IT department thus achieving considerable savings. A seamless interface with the system suppliers enables efficient and timely responses to any reported issue. Senior managers have the confidence that they can rely on the IT systems in place and do not need to be unduly concerned with operational or support issues.

The Alnwick Garden

'The Alnwick Garden enjoys a really good working relationship with Alnwick Computerware and is very satisfied with the quality of service that it provides. It is really excellent that Alnwick Computerware is on our doorstep and can offer such rapid response when required' - John Lovett, Chairman, The Alnwick Garden Enterprises.
 
   
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