Managed Services

At SGI, we take the time to get to know your business – completely. Our global perspective is informed by a deep understanding of your technical requirements and business goals, allowing us to provide smart, scalable, managed hosting services optimized for your enterprise. Every solution we deliver is supported by a dedicated team of experienced, certified professionals with specific knowledge about your needs and your unique business objectives. Priority one for this team is to understand your application as well as you do – to leverage its power, optimize its performance and ensure its security.

Our comprehensive suite of managed cloud and hosting services allows our clients to focus on their core business, while relying on SGI as their single point of accountability for IT infrastructure. We deliver best-in-class performance and security, and all of our offerings are designed to meet compliance standards. You’ll work with qualified engineers and service pros to develop, deliver and maintain your ideal managed solution.

To accomplish this, we rely on an advanced set of IT tools and over 200 skilled IT professionals.  We provide exceptional value and innovation to achieve measurable reliability and performance results. Whether you are seeking an integrated solution to support existing infrastructure components or you are ready to completely outsource your IT environment, our clients will tell you that SmartGrid delivers value.

See below some of our Managed Services benefits and equipment.

Our 24×7 Help Desk Centers Solve Problems Quickly

Let us provide you a U.S. based and staffed, customized Help Desk team using ITIL-based best practices without, staff retention issues, trouble ticketing system or infrastructure requirements. Have your IT staff focus on your business issues while we support your end-users around the clock. Our 24×7 Help Desk Service Centers.

By leveraging SGI 24×7 Help Desk services, organizations avoid spending time and resources on training, expensive trouble ticket systems, and support costs for PC’s, MAC’s, mobile, email, VoIP, networks, servers and Office Suite application support. Our goal is to help your team leverage.

Our Help Desk teams are organized by customer, so they become familiar with your systems and your people. Incidents are resolved by our remote services team or an on-site visit by one of our experienced engineers. We’ve got you covered.

Our 24×7 Help Desk is staffed with Tier 1, Tier 2, Tier 3, and Tier 4 IT engineers experienced in dealing with problems of any complexity. These trained IT professionals use sophisticated processes and systems to resolve your issues quickly. You get quicker resolutions, less downtime and more productive users. Additionally, almost every one of our clients has reduced their IT Help Desk operating costs.

Expertize in (BYOD) devices.

As users “Bring their own Devices,” (BYOD) and technology evolves does your IT Help Desk staff have the “depth” of skills necessary to support Office 365, mobile devices, virtualization, VDI, compliance requirements, security, and disaster recovery to name a few disciplines. We do.

24×7 Help Desk Services & Benefits:

  • Calls answered by skilled technical support engineers 24x7x365, not an answering or dispatch service
  • Above industry average First Call Resolve (FCR) rate and <40 second hold times
  • World Class CAN DO customer service commitment for every request
  • Our 24×7 Help Desk professionals strive to exceed client expectations on every call
  • Any combination of on-site, dispatched or remote help desk services (staff augmentation)
  • Access to your own secure self-service portal to request assistance and view status of tickets
  • Private label service and portal branding available
  • Access to three redundant Help Desk centers in different states
  • Dedicated Account Teams
  • Support for desktops, MAC’s, laptops, servers, MS exchange, VoIP sets and mobile devices
  • Support for multi-location environments, including most international locations
  • Tiered service level support with custom Service Level Agreements (SLA) requirements, are available
  • All popular operating systems, hardware and software platforms supported
  • ITIL-based incident and problem management toolsets and processes utilized
  • Remote control license support
  • New machine setups and training if needed
  • New employee onboarding training and exit services
  • SSAE16 SOC2 and HIPAA Compliant
  • Change management and Configuration management support
  • Ability to manage multiple devices at various locations connected to multiple clouds and carriers
  • Incident and Problem management through an advanced trouble ticketing platform
  • Ticket management and vendor liaison for third party and carrier issues
  • Index logs for all critical IT services including remote services
  • Comprehensive customized monthly reports detailing key SLA metrics and 24×7 Help Desk response times

SmartGrid Offers:

  • Fast, international staff-on-site responses.
  • Single point of contact.
  • Network installation, router
  • Desktop refreshes, changes, moves and support.
  • Hardware support.
  • Server support.
  • Flexible centralised billing
  • WIFI Experts
  • Unified Communications

Application Management

Adding value to the applications that run your business

Getting the most from your IT investment and driving business growth depends on effective management of your enterprise information systems. Enhancing the performance and value of your applications, however, is no easy task, especially in today's business world. Tight IT budgets, increased IT complexity, time-to-market pressures and changing business requirements make it difficult for companies to ensure their applications are delivering maximum value. SGI can help. We offer end-to-end application management services that deliver the expertise, skills, solutions and quality you need to successfully build, run and evolve your enterprise applications.

SGI Experience and expertise

More than 35 years of experience in managing applications for large companies across the globe.

Long-term partnerships with leading organizations in targeted industry sectors, including financial services, telecom and utilities, government and healthcare, manufacturing, and retail and distribution.

Empowered local teams backed by global resources with a strong track record of quality delivery and high client satisfaction (9.1 out of 10 client satisfaction rating in fiscal 2012 based on signed client assessments).

Application Development and Maintenance Outsourcing

SGI Unique features of our ADM outsourcing approach

SGI's approach to ADM outsourcing is comprehensive, covering all aspects of the outsourcing relationship and all phases of the application development and maintenance lifecycles. Unique features of our approach include the following:

Client-centric governance model :

Ensures the client retains full control, initiatives are aligned with the client's business goals, and cost, performance and results are carefully monitored.

Service-level agreements :

Clearly defines expectations, measures performance and provides for desired outcomes.

Best-in-class processes and tools :

Provides for high productivity, high quality, ongoing evolution and client satisfaction.

Global delivery model :

Offers the best combination of onshore, nearshore and offshore delivery options to reduce costs and accelerate delivery, as well as locally accountable teams backed by global resources.

Proven best-in-class transition process :

Ensures the smooth transfer of responsibilities and resources to SGI, while preserving client control and providing transitioned staff with optimal working conditions and career growth opportunities.

Managed Cloud Hosting

Managing cloud infrastructure for your organization takes time and resources away from your business. SmartGrid helps you focus on your core mission by including planning and management into all of our cloud services. All SmartGrid Managed Cloud servers run on the same type of enterprise-class infrastructure as the SmartGrid private cloud solutions.


All of our managed cloud solutions are built on the award winning VMware vSphere platform for enterprise class performance.


Managed enterprise-class backup solutions based on industry leading software by Commvault®


All SmartGrid Managed Cloud Servers include server uptime monitoring for rapid notification to our Hosting Network Operations Center engineers.


Firewalls, state of the art virus and intrusion protection, server monitoring, and SSL’s all ensure your cloud server is protected with the highest levels of security.

Intensive Support

Our dedicated, onsite support teams are here to assist with infrastructure planning, configuration tasks, and troubleshooting issues.


99.99% Power and Connectivity SLA in writing.

Managed Security

SmartGrid Security Management Console

SmartGrid mission is to provide a full array of products for our clients to quickly identify and mitigate network threats, detect security and compliance concerns and protect against the increasingly levels of cyber-attacks.

One single console to oversee security gives SmartGrid the ability to manage both compliance and threats on our clients’ Cloud deployments. With compliant hosting and audit readiness our primary focus, we are able to deliver on intelligently detecting, analyzing, prioritizing, and alerting on new and emerging threats and vulnerabilities.