Support & Managed Services

Trusted technology experts delivering 24×7 support and managed services for mission-critical environments 

Cerium’s Support Center certified IT professionals are available 24/7/365 via phone, email, web chat, or our secure self-service web portal (Cerium 1463°). With on-site support options for responding to critical events and minimizing downtime or performing day-to-day maintenance and repair. 

Proactive Managed Services

Our client-centric approach to managed services provides peace of mind

24/7 monitoring and maintenance of your mission-critical systems by certified experts frees up your IT staff to focus on more strategic issues. 

We use proven processes and methodologies for anticipating issues and acting preemptively to ensure your networks and devices are continuously optimized and protected.

Flexible packages with transparent, predictable costs tailored to your meet your challenges today and prepare your organization for the future without locking you into long-term obligations.

Cerium provides managed services for a diverse array of products and solutions from Cisco, Avaya, Microsoft, Dell, and many other leading technology manufacturers.

Cerium Networks & Healthcare Resource Group: A Managed Services Partnership

There have been over 14 years of history between Healthcare Resource Group (HRG) and Cerium Networks. CFO of HRG, Kris Ditzier, explains why managed services and support has been the most impactful for HRG. Cerium provides IT support and monitoring services, allowing HRG to focus on the most challenging work.

With Cerium’s proactive managed services, you get:

  • Support transitioning from break-fix to a managed services model
  • Predictable, affordable monthly pricing — no hidden charges
  • Intuitive dashboard providing real-time visibility to all monitored devices
  • Access to the Cerium 1463° Support Portal to track and manage trouble tickets
  • Customized KPI reporting that measures performance against SLA benchmarks
  • Monthly consultation and business review with metric reporting
  • Continuous recommendations and best practice guidelines

Select the level of service that best fits your needs

Regardless of which service level you choose, you’ll always have 24/7 access to our dedicated managed services team. A team that will free you up so you can focus on your core business, while we keep your business technology stable and secure.

UNIVERSAL

For organizations with IT engineering resources, but still need a little help

ADVANCED

For organizations that want to extend their IT engineering resources team 

ELITE

For organizations with limited IT engineering resources, and need more hands-on support

Universal Advanced Elite

UNIVERSAL

ADVANCED

ELITE

MONITOR

24x7 Proactive Monitoring & Management
RMM Ticketing Integration
Threshold Optimization
Client Portal Access
Help Desk Support


OPERATE

Support Engineering Team
Vendor Escalation Management
Escalation ManagementSystem Diagrams
Runbook Documentation
Product Awareness


REMEDIATE

Problem Management
Device Action Plans
Operating Procedures
Change Management Participation


FORTIFY

Major Incident Management
Backup Completion
Log & Event Review
Product Expertise — Tier 3
Change Management
Critical Service Verification


ENHANCE

Stability Maintenance
Performance Analysis
Project Road Map Planning
Recommendations / Trending Issues
Virtual Operations Management


CUSTOM

Preventative Maintenance
Upgrades
Scripting & Automation
Business Service Mapping
Standard Changes Tier 3
Standard Changes Tier 2
Standard Changes Tier 1

Learn more about the features included in each service level

Our Team

The CSC supports mission-critical business operations such as medical, utility and emergency response organizations requiring the CSC to be staffed 24/7/365 by manufacturer-certified technology professionals. If our CSC engineers can’t resolve your issue promptly, they have the inside track for escalating it to an advanced-level technician who can resolve it to your satisfaction.

Cerium 1463°

The CSC self-service portal (Cerium 1463°) provides remote access for creating and modifying support tickets, view resolved tickets and past alarms. The Cerium 1463° portal incorporates advanced Web technologies that make it easy to create, view, and change support tickets from any location on any mobile device.

Connect with a Cerium Managed Services Expert!

For Emergency Support call: (877) 423-7486
For other support requests or to access your Cerium 1463° portal click here