01
Signal
An alert from monitoring, or a report from the people using the room. Either way it arrives in one place and is owned from that moment.
02
Triage
Criticality and scope are assessed against what was agreed for that estate, so the response matches what is actually at stake.
03
Action
Handled at L2 or L3, or escalated to the vendor or partner who owns the fault — without the customer having to find them.
04
Resolve
Fixed, confirmed with the customer, and closed with a record of what was done and why.
05
Learn
Patterns across incidents feed preventive maintenance and the lifecycle plan, so the same fault becomes less likely next time.
Managed Services
Responsibility does not end at handover.
Technology estates need clear ownership after installation. We build structured support around the environments we integrate and the systems customers already operate: visibility, agreed escalation paths, maintenance, reporting and planned improvement.
01 Service methodology
From signal to something learned.
Every incident follows the same five steps, whichever room or system it starts in. Structured, documented and visible from the first signal to the final review.
02 The service model
Managed services take discipline.
Structured support, incident management, monitoring, maintenance, escalation and reporting — defined up front, so the service runs the same way every time.
Service desk
One entry point for incidents and requests, so a fault is reported once and owned from the moment it arrives.
Triage
Criticality, classification and priority, assessed against what has been agreed for that room or system.
L2 / L3
Diagnosis, integration work and escalation to the vendor or partner who owns the fault, without the customer having to find them.
Maintenance
Preventive work, firmware governance and a service plan, so faults are caught and scheduled before they reach the room.
Governance
Service levels, reporting and periodic review of the scope, so the service keeps matching the estate as it changes.
03 Service levels
Service levels aligned with your requirements.
No two estates are the same, so service levels, responsibilities and coverage are shaped with each customer around the environment and what it supports.
01
Priority levels
What matters most in the estate, and how quickly it needs attention.
02
Response and resolution
Response and resolution shaped to each priority.
03
Support coverage
Coverage that fits how and when the environment is used.
04
Reporting and review
Regular reporting and reviews that keep the service matched to the estate.
04 How a managed service starts
From an installed base to a managed service.
Step 01
Baseline
A confirmed inventory, scope and criticality for every room and system.
Step 02
Service design
Processes, service levels, roles and escalation routes.
Step 03
Onboarding
The estate brought into Service Intelligence and the service processes run in.
Step 04
SLA and reporting
Regular service-level and operational reporting.
Step 05
Lifecycle
Maintenance, modernisation and periodic review.
05 Multi-vendor estates
One operational framework across multiple technologies, platforms and environments.
A managed service does not require a new installation. Enterprise estates are rarely single-vendor, and we bring what is already there into one operational framework — with multi-vendor integration and support expertise across platforms and environments.
Technologies within our integration and support ecosystem include:
- Cisco
- Poly
- Logitech
- Crestron
- Extron
06 FortiqX Service Intelligence
Software behind the service.
PhasedConnect combines specialist engineering and managed service operations with FortiqX Service Intelligence to deliver greater visibility, structured support and lifecycle management across enterprise technology environments.
Operational overview
Existing and planned rooms and systems, by location
- Operational
- Needs attention
- Maintenance scheduled
- Planned
Location A
Location B
Location C
Service activity
Recent
- Request raisedRoom B-04
- Maintenance scheduledLocation C
- Firmware review closedLocation A
Customers
Rooms and systems for each customer
- Customer OneRooms, signage and control-room systemsActive
- Customer TwoMeeting rooms and enterprise voiceActive
- Customer ThreeTraining spaces and captureActive
Locations
Sites and the spaces within them
| Location | Type | Spaces | Status |
|---|---|---|---|
| Location A | Headquarters | Meeting rooms, boardroom, signage | Operational |
| Location B | Regional office | Meeting rooms, training | Needs attention |
| Location C | Operations centre | Control room, video wall | Maintenance scheduled |
Rooms
Existing, planned and potential rooms
| Room | Type | Record | Status |
|---|---|---|---|
| A-01 | Boardroom | Existing | Operational |
| A-06 | Meeting room | Existing | Maintenance scheduled |
| B-04 | Meeting room | Existing | Needs attention |
| B-09 | Focus room | Planned | Planned |
| C-01 | Control room | Existing | Operational |
Systems
Special systems and their status
- Video wallLocation COperational
- Signage networkLocation AMaintenance scheduled
- Room booking panelsLocation BOperational
Incidents
Raising and tracking incidents
INC-0001
Camera framing not responding · Room B-04
- SignalReported from the room
- TriageCriticality and scope
- ActionL2, L3 or vendor
- ResolveFixed and confirmed
- LearnRecorded for the trend
Every incident follows the same five-step service methodology.
SLA
Tracking the levels agreed for the estate
Response
Agreed
Resolution
Agreed
Preventive maintenance
Planned
Reporting
Agreed
Service levels aligned with each customer’s requirements.
Reports
Operational and SLA reporting
- Operational reportIncidents, requests and maintenance
- Service level reportAgainst the agreed service levels
- Lifecycle reviewInput to the refresh roadmap
Integrations
Connected technologies, services and platforms
- Collaboration platformsRooms and devices on the customer’s platformConnected
- Device and room monitoringStatus sources for the estateConnected
- Data importExisting inventory brought in at the startConnected
Illustrative interface · sample content
FortiqX Service Intelligence
Start with the estate you have.
A confirmed inventory is the first step towards a managed service, whether we installed the estate or not.