AHEAD Managed Services
Intelligent Support Services
Ensure maximum uptime for your business with comprehensive 24x7x365 support. Our OEM-certified engineers handle everything from product questions to incident resolution with rapid first-call response, streamlined escalation, and full accountability every step of the way.
AHEAD INTELLIGENT SUPPORT INCLUDES:
Your business is unique, and so is your environment. That’s why every Intelligent Support client is paired with a dedicated Customer Success Manager who ensures your goals are met and your success is prioritized. Backed by engineering experts who know your environment inside and out, we provide personalized, seamless support to drive your success.
Keep your business running smoothly with proactive supportability reviews for major migrations and deployments. Intelligent Support provides proactive change reviews to ensure major changes are smooth and successful.
We are a single point of contact across your OEMs to drive operational efficiency. Our Hatch platform provides a consolidated client portal for visibility into all of your support contracts, purchased devices, and lifecycle management information.
Our mission with AHEAD Managed Services is to provide high-value operational services, enabling customers to transform IT Operations and to realize operational agility benefits.
AHEAD INTELLIGENT SUPPORT SERVICES
AHEAD delivers enterprise-grade support combining our own engineers and advisors with direct access to AWS resources, so you get a single point of accountability without navigating AWS on your own.
- 24x7x365 technical and operational support for AWS cloud infrastructure and services
- Coordination of AWS support case escalation and management, including direct escalation to AWS engineering for platform-level issues
- Troubleshooting complex service interoperability, configuration errors, deployment failures, performance degradation, and behavioral anomalies
- End-to-end incident and service request ownership, including escalation coordination, issue replication, diagnostics, and software or version upgrade support
- A designated Technical Account Manager (TAM) providing proactive architecture guidance, an annual AWS Well-Architected Framework Review, and quarterly Priority Insights across cost, security, performance, reliability, and operational excellence
- A single Point of Contact for all other AWS services
AHEAD Intelligent Support services offer support for Everpure (Pure Storage) Evergreen//Forever Gold and Evergreen//One storage arrays, plus:
- 24x7x365 technical support for Everpure Solutions, including entitlement verification, case intake, triage, and severity classification
- Pure1 alert monitoring and first-line response, plus advanced troubleshooting, performance analysis, and root-cause isolation for hardware and software issues
- Coordination of hardware issue resolution, including 4-hour priority parts replacement for Evergreen//Forever Gold arrays and break/fix triage and coordination for Evergreen//One arrays
- End-to-end incident and escalation ownership, including full case documentation to Everpure L3/L4 engineering and active advocacy through resolution
- A single Point of Contact and designated Client Success Manager for all Everpure support, renewal coordination, and Quarterly Business Reviews
AHEAD Intelligent Support services provide an alternative to Microsoft Premier Support, including:
- 24x7x365 technical support for Azure, Microsoft Server OS, SQL Server, Exchange Online, Microsoft 365, Teams, SharePoint Online, Dynamics, Intune, SharePoint Server on-prem, and Exchange Server on-prem.
- Engineers that assist with problem resolution, remote diagnosis and debugging, and software hotfixes, with cost savings over a traditional Premier contract.
- Personalized onboarding focused on your individual business needs, and supportability reviews for planned major product or application migrations or deployments.
AHEAD Intelligent Support services provide an alternative to NetApp SupportEdge Advisor, plus:
- 24x7x365 support for AFF All-Flash arrays, E-Series Hybrid or All-Flash arrays, FAS Unified Storage, ONTAP Data Management Software, ONTAP Select, StorageGRID, and All SAN arrays.
- Engineers that troubleshoot complex interoperability problems, issues related to new or complex product defects, and software updates and patches, and provide proactive coordination for hardware issues such as drive replacement.
- Quarterly reviews of ActiveIQ® and your environment best practices to drive increased uptime and availability and enhanced performance and security.
AHEAD Intelligent Support services offer support for Palo Alto Networks NGFW, SASE, and Cortex XDR, plus:
- 24x7x365 technical and product support for Palo Alto Networks technologies
- Coordination of hardware issue resolution, including RMA support
- Troubleshooting complex product interoperability, software defects, upgrade issues, patch installation failures, and behavioral anomalies.
- End-to-end incident and service request ownership, including RMA coordination, issue replication, diagnostics, software upgrade support, and additional issues within AHEAD’s support expertise.
- A single Point of Contact for all other Palo Alto Networks products.
WHAT OUR CUSTOMERS SAY ABOUT AHEAD MANAGED SERVICES
AHEAD has been on top of everything that has come up, quick to respond and helping to drive best practices at our company.
Our experience has been outstanding. AHEAD staff has excellent technical depth and project management.
AHEAD always treats us like their most important customer, and it feels like they are extension of our team and not just some company we hired to do a job.
Already an AHEAD managed services client? Contact your CD or CSM to add Intelligent Support to an existing contract.