Managing an IT infrastructure is more than just installing and supporting workstations and servers, adding printers and network peripherals, and handling distress calls from customers. It is also about proactive management, preventative maintenance, skilled remote support (with optional 24/7 service), quick and guaranteed response time, knowledge of the latest technological advances, and, last, but not least, partnership between the IT company and the customer.
The ultimate end goal with IT support is to make sure that the customer’s network and servers are always running smoothly. Even with the most proactive IT support there will always be unsuspected surprises. However, with proper monitoring in place and a two tier remote support system, oftentimes an IT related issue can be identified and resolved even before customers are aware that a problem occurred. In our experience, customers doesn’t always want to know why a problem occurred. They are more focused on quick and efficient problem resolution and they want to be assured that the problem doesn’t reoccur.
As your IT partner, we have a vested interest in making sure that your IT infrastructure is humming along. We utilize an annual contract support model where support hours are prepaid and billed in installments on a monthly basis in exchange for a guaranteed level of support and lower overall hourly rates. In return, our customer always know that we’re just a phone call or email away. They also know that in urgent situations we will respond quickly and decisively. Finally, it is in our best interest from, not only a customer satisfaction standpoint, but also from a financial standpoint, to implement proper preventative maintenance and proactively manage the customer’s IT environment so it is running like a well oiled machine. The end result is fewer support calls for us and a happier customer.
Every customers needs are different and, therefore, our annual contracts are flexible enough to match the type of support that clients desire and feel comfortable with. Some companies are happy with 9-to-5 support while others demand 24/7 support even on weekends and national holidays. We will work with you to thoroughly analyze your situation so that we can understand every facet of your IT environment, then we will discuss what type of support and guaranteed response time you want, and, finally, we will tailor the annual contract to fit your needs.
We also offer thorough IT assessments where we will go sit down with clients at their site and find out what we can about all facets of their IT infrastructure. We will access each server, network device and available workstation, diagram the entire network, run internal and external Internet port checks, perform a comprehensive security review, and then present a very detailed document with our results including Critical, Highly Recommended, and Recommended actions that should be taken. The IT assessment becomes a document with, not only calls to action, but also a reference that clients can use to better visually understand their IT environments.
With us as your IT partner you can rest assured that we will proactively take care of your IT needs so you can relax and focus on your business. Call us now for a thorough IT assessment or to see how we can help you.