- Enterprise Vault Support
- Healthcare
- UAE
Life after BCS: local Enterprise Vault support for a UAE healthcare organization
When Arctera retired its BCS program, a UAE healthcare organization lost its Enterprise Vault safety net. Virtech fixed an outage that affected every user within minutes, and now provides better, faster local support for about half the cost of BCS.
- Client
- UAE healthcare organization
- Industry
- Healthcare
- Region
- UAE
- Service
- Enterprise Vault Support
Minutes
to restore archive access
~50%
lower cost than BCS
90%
of tickets resolved in-house
30 min
response time
01
The challenge
This healthcare organization relied on Arctera's Business Critical Services (BCS) to keep its Enterprise Vault archive running. Then Arctera retired the BCS program, and the safety net was gone.
The platform was already showing problems. In healthcare, staff can't be left unable to reach archived email and records, so the organization needed a partner who could take over completely: upgrades, fixes, break-fix and fast, hands-on help from people in the region.
02
What we did
- Started with a health check. We reviewed the whole Enterprise Vault environment, found what was causing the problems and gave the IT team a clear plan to fix them.
- Delivered when it mattered most. Soon after, a critical incident hit the entire organization: nobody could open archived email. Virtech stepped in, found the root cause and had full archive access back within minutes.
- Took over from BCS. Having seen what we could do, the organization moved its Enterprise Vault support to Virtech's Partner Advanced Local Support. It covers health checks, upgrades, break-fix, and onsite and remote help, and Virtech has supported the organization since 2025.
03
The result
- An organization-wide outage fixed in minutes, with every user back in their archive.
- About 50% lower cost than the BCS service it replaced.
- 90% of tickets resolved in-house by Virtech's certified Enterprise Vault engineers, with very few vendor escalations.
- 30-minute response time, remote or onsite depending on what's needed.
- No starting from scratch. Virtech already knows the environment, so the IT team never has to explain its setup again just to get a ticket moving.
- An archive people can rely on, kept healthy, up to date and fully supported.
“Best service and best local support for Enterprise Vault in the UAE.”
Technologies
- Enterprise Vault
- Health check
- Upgrades
- Break-fix
- Partner Advanced Local Support