Your guide to working with Numata

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In today’s technology-driven world, businesses rely on IT solutions to drive efficiency, productivity, and growth. As your dedicated IT partner, we recognise the pivotal role that IT plays in your journey towards success. Our mission is to make world-class technology strategy, advice and services available to you in such a way, that it aligns with your business strategy, enabling you to use technology to unlock your full potential.

This guide is designed to help you make the most of your collaboration with us. Whether you’re a seasoned IT professional or new to managing IT services, you’ll find valuable insights, best practices, and actionable tips to ensure a smooth and successful partnership.

Our aim is to equip you with a deeper understanding of our services and capabilities, streamline operations and optimise IT strategies to ensure your business achieves its goals.

Meet the Team

We understand that in today’s diverse and dynamic business environment, collaboration and synergy among various departments are essential for success. At our organisation, we take pride in our dedicated and talented team members who work across different departments, each contributing their unique skills and expertise to drive our collective vision forward.

Understanding the Client Experience Manager function:

At Numata, our Client Experience Managers are your dedicated partners in all things IT. They’re here to ensure seamless communication, top tiered service and support, and proactive problem-solving tailored to your business needs.

Annie Dippenaar CEM Image

Annie Dippenaar
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Head of Client Experience

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Surika Groenewald
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Team Leader

Alexis Daubermann CEM Image

Alexis Daubermann
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Client Experience Manager

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Kayla Pieters
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Client Experience Manager

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Ruan De Lange
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Client Experience Manager

Our cybersecurity department is dedicated to safeguarding your digital assets and protecting your business from evolving cyber threats. With a team of seasoned experts, we employ cutting-edge technologies and proactive strategies to fortify your defences. Whether it’s threat detection, incident response, or comprehensive security assessments, we’re your trusted partners in ensuring the confidentiality, integrity, and availability of your critical data and systems.

Our procurement department plays a crucial role in securing the resources and solutions your business requires. With a keen eye for quality and cost-effectiveness, we carefully select and negotiate with suppliers to ensure that you receive the best possible products and services. From acquiring hardware and software to managing contracts and vendor relationships, our dedicated team is committed to optimising procurement processes, minimising costs, and helping your organisation thrive.

Our accounts team takes pride in managing the financial aspects of our partnership with utmost care and precision. We ensure transparency, accuracy, and adherence to financial regulations, allowing you to focus on your core business. From invoicing and reporting, our dedicated team is here to ensure that your financial interactions with Numata are seamless, efficient, and contribute to your overall success.

The Service Desk at Numata is your dedicated team for resolving day-to-day IT issues. We operate 24/7, ensuring prompt support within your service level agreement. Beyond our technical expertise, we’re passionate about helping people and thrive on tackling challenges.

Numata’s Escalations is used when a complex issue demands immediate attention. Comprising experienced professionals, we specialise in tackling escalated situations with urgency and expertise. Whether it’s a critical IT incident, customer concern, or operational challenge, we are dedicated to swift resolution, ensuring minimal disruption to your operations. Our focus is to handle escalated matters efficiently, offering innovative solutions and clear communication to get your business back on track. When challenges arise, we rise to the occasion, committed to your success.

At Numata, our Converged Communications Solution Specialists are your dedicated experts in all things connectivity and telephony. From addressing voice queries to managing implementations and WAN reviews, our team handles it all with precision and expertise. Whether you need cost comparisons, link upgrades or downgrades, renewals, cancellations, migrations, or relocations, we’ve got you covered. With our comprehensive solutions, we empower your organization with seamless and reliable communication infrastructure, ensuring efficiency and productivity across your operations.

Monthly Reporting

Executive IT Report

Delivered on the 6th of each month, our Monthly IT Executive Summary provides a comprehensive overview of the IT operational performance from the previous month. It includes a breakdown of all support tickets, server health assessments, and highlights key incidents and challenges that were addressed during the reporting period. This report is designed to offer a concise yet informative snapshot of our IT operations, enabling informed decision-making at the executive level.

Workstation Billing Summary

On the 20th of each month, we provide a roster of workstations with active agents for your review. It’s crucial to examine this list and communicate any modifications to our service desk by the 25th. In the absence of feedback before the 25th, the quantity will be considered final for the upcoming billing cycle. Your timely review helps ensure accurate billing.

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Billing and Agreements

At Numata, we have three critical elements that define our partnership: the Master Service Agreement, the Master Service Fees, and the Service Attachments. These documents collectively establish the framework for our partnership, outlining terms, conditions, and financial arrangements. The Master Service Agreement serves as the foundation, while the Master Service Fees offer a clear breakdown of costs. Expanding on these components, the Service Attachments provide comprehensive insights into the specific details of individual services. Together, these documents foster transparency and alignment, underpinning our collaborative journey towards shared success.

The Numata Service Agreement is a comprehensive document that outlines the terms and conditions governing our business relationship. It serves as an overarching agreement that supersedes any Service Attachments. A Service Attachment is a supplementary document that specifies active services with Numata. Importantly, if a Service Attachment is active, it prevents the termination of the Master Service Agreement until the Service Attachment’s expiration date. This ensures clarity, consistency, and legal compliance in our working partnership.

Our fee schedule encompasses charges specified in the Master Service Fees (MSF), those outlined in the Managed Services Proposal (which requires signing), and the fees associated with individual services provided by Numata. Whenever a new service is introduced, we will furnish a revised Master Service Fees document for your review and signature to maintain transparency and alignment with your evolving needs.

A Service Attachment is a supplementary document that specifies additional services offered to our clients, including Cyber Offerings and Managed Service Agreements. Each selected service should have its own dedicated Service Attachment, which is signed to provide clarity and detail regarding the specific terms and conditions applicable to that service.

Monthly billing for Managed Services commences on the 25th of each month and extends through the 1st of the following month.

Azure and Microsoft licensing fees are calculated based on usage and billed retrospectively for the preceding month’s consumption.

To query an invoice or seek clarification on any billing-related matters, please don’t hesitate to contact our accounts team at Simply send an email with your invoice details and specific questions or concerns, and our dedicated accounts professionals will promptly assist you, ensuring that all your inquiries are addressed efficiently and accurately.

Numata Business Technology Strategist Approach timeline graphic - Monthly (12), Quarterly (4) and Annually (1)

The Business Technology Strategist (BTS) Approach

Monthly IT Operations Reviews

The Monthly IT Operations meetings serve as a crucial platform for assessing business operations, service quality, risk identification, recurring incidents, and improvement opportunities. These meetings enhance support alignment with your goals, provide insights into operational processes, and inform decision-making for service, process, or product enhancements, ensuring sustained operational success.

Quaterly Business Technology Review

The Business Technology Review (BTR) is a quarterly meeting that serves as a strategic compass for organisations looking to optimise their IT operations and technology initiatives. This comprehensive review encapsulates vital IT operational metrics, offering a detailed glimpse into the health and efficiency of the technology infrastructure. It meticulously examines ongoing projects and initiatives, shedding light on progress, challenges, and opportunities highlighted in the Technology Strategy. Additionally, the BTR highlights the array of service offerings available within the organisation and assesses their alignment with business objectives. Ultimately, this review provides invaluable insights, enabling informed decision-making to drive operational excellence and technological advancement.

Annual IT Strategy Review

An Annual Review is a critical component of strategic IT planning for businesses, designed to align with their core objectives and facilitate the effective allocation of resources for the upcoming financial year. This process involves a comprehensive assessment of the current IT infrastructure, systems, and performance against the backdrop of organisational goals and growth targets. By evaluating the past year’s IT investments and outcomes, clients can make informed decisions about where to allocate their budget in the coming year. The Annual Review aims to identify areas for improvement, optimisation, and innovation to ensure that IT investments not only support business objectives but also drive efficiency, competitiveness, and long-term success. It serves as a roadmap for clients to plan and allocate their IT budget wisely, maximising the value of technology in achieving their strategic goals.

If you have any questions or queries, please do not hesitate to contact your Account Manager to assist.