Features

Proactive Systems Management

We keep your technology running smoothly by constantly monitoring your systems, addressing small issues before they grow to become bigger problems, and by automating routine maintenance to create self-healing systems.

Dedicated Support Team

Don't apologize, we get it, sometimes when a technology concern arises you just want to speak with a familiar, real person, not an automated voice system or impersonal phone bank.

You need someone who knows your business and your technology intimately.

That's why we assign an account manager to each of our valued clients. When you need to discuss technology issues, you have instant access to a familiar voice and face, someone who is committed to service and the betterment of your business. You always get the same person, no matter what the problem. In addition, we assign a dedicated systems administrator to your business that, like the account manager, understands your business processes and technology systems inside and out. This commitment to familiarity provides you with faster problem resolution, clear communication and accountability, proactive system upgrades and new technology implementation that results in enhanced processes and an improved bottom line. In today's IT support world, this way of doing business may sound revolutionary, but we think it's just good, old-fashioned customer service.

Remote Access

By handling most issues that arise remotely, we are able to provide you with faster response times and better service prices. This aspect of our solution does not mean, however, that we come in to install our system and then leave, never to be seen again. On the contrary, your account manager is available to speak with you by phone or in person whenever a need arises.

System Security

Nightly comprehensive system backups-including all desktops, laptops and servers-mean that you'll never again have to worry about losing critical data. Deleted files and folders can be restored without additional expense within minutes after submitting a help desk ticket, and full system restoration can be accomplished in hours (not days) using our automated system restore process. Plus, you'll enjoy the increased productivity and reduced headaches that come with our multi-level spam filtering and real-time antivirus updates.

System Monitoring

Error conditions in servers and other hardware (hard drives, fans, power supplies, etc) usually exist for some time before they become symptomatic. By monitoring the performance of all workstations and servers, network devices (switches, routers, firewalls), and system, application, and security event logs for a pre-determined list of events, we can automate many corrective actions and address problems before they create work stoppage.

Our comprehensive system monitoring also saves you expense by detecting hardware issues that may still be covered under manufacturer warranty.

Vendor Management

As part of our comprehensive technology support, we also manage your other technology vendors. Whether you experience a problem with your Internet provider, copier/scanner vendor, phone systems company, or any other technology service provider, you only need to make one phone call to us to get results quickly.

Additionally, as a part of this service, we are able to review the cost of services from each vendor and recommend cost saving options to you, whether it is the selection of a new vendor or a reduction in services.

Help Desk

End users are supported via our multi-tiered help desk. Help desk tickets are submitted to us via e-mail, Web or phone and placed in our service queue. They are then assigned to a first-level technician. If the problem is beyond that technician's capabilities or duties, the issue is quickly moved to increasingly higher tiers of staff support until a resolution is attained. If a solution cannot be implemented via remote capabilities, we will perform the maintenance on-site.

Automated Ticket Management System

Emailed support requests are processed automatically and are routed to appropriate personnel via a system that enforces response times, provides easily accessible service history to our clients, and keeps track of support requests/issues better than most in-house I.T. departments. This method results in faster problem resolution and reporting that assures our response time criteria are being achieved and or exceeded.