Plano's IT Support Experts: Empowering Your Digital Success
MANAGED IT SERVICES EXPLAINED
OPERATIONAL SUPPORT = LONG TERM SUCCESS
Managed IT Services provide an all-encompassing solution, combining operational support with a long-term strategic approach. With this service, we apply our technological expertise and efficient processes to cover your every IT support requirement, including 24×7 helpdesk support, asset management, and on-premise and cloud network support. Our pricing model is straightforward, offering a single cost per managed computer and server, ensuring seamless management of your IT infrastructure.
Managed IT Services by On-Site PC
Remote Monitoring and Control
Through agents installed on all workstations and computers, we maintain instant access and control over your environment. These agents generate proactive reports for update requirements, creating helpdesk tickets. Our tier 1 and 2 staff members promptly follow up on these tickets. Regular wide-scope updates, including operating systems, Office applications, Adobe products, and various software suites, are systematically planned and implemented. This proactive approach ensures the security and up-to-date status of your systems.
Remote and On-Site Support
Helpdesk support is the cornerstone of meeting your requirements. Our service desk operates 24×7 to provide swift assistance to our Premium support clients. When your users reach out to our helpdesk, they receive immediate service, backed by contractual service level agreements (SLAs) for both response and resolution. We take pride in consistently achieving over 99% compliance with these SLAs across our entire client base. Furthermore, we closely monitor and value client feedback, using it to continuously enhance our service delivery. For clients who exclusively require support during standard business hours, we offer Basic and Enhanced support options, demonstrating our commitment to balancing budgetary considerations with your needs.
Network Support
Regardless of whether your current equipment is physically on-site or hosted in the cloud, our network management services cover it all. Our comprehensive Managed IT Service includes the management of routers, switches, firewalls, and wireless access points. We diligently monitor these systems for vulnerabilities and the need for patches. When updates are required, we execute them in a well-coordinated manner that aligns with your business operations, minimizing downtime during crucial operational hours as an example.
Virus and Malware Protection
All our Managed IT Service clients enjoy a minimum of three (3) layers of security, a requirement for every system under our management. We believe in a responsible and robust approach to business, and this multi-layered security is integral to our operations. This security umbrella commences with conventional, signature-based anti-virus protection. It is further bolstered by additional layers of defense at networking firewalls and email gateways. Moreover, we employ Managed Detection and Response (MDR) technologies supported by human intervention. Many clients opt for our Advanced Threat Protection package, which seamlessly adds several additional security layers without compromising workflows or productivity.
Asset Management
Our agents continuously monitor various aspects of your hardware fleet, including its age, health, geolocation, and overall functionality, all in alignment with your business requirements. We provide quarterly reports that come with recommendations for fleet replacement. What sets our recommendations apart is their foundation in actual usage scenarios your users impose on their systems. For instance, if a desktop machine has reached 6 years of age but is seldom used for casual tasks, we consider this. Conversely, a power user’s laptop that has worn out within a few years would receive a different recommendation. We prioritize your budget as much as our own, ensuring cost-effectiveness in all our recommendations.
Daily Backups of all Critical Systems
Whether your servers are on-premise or in the cloud, our Managed IT Services encompass the management of system backups. Our technology automatically conducts restoration tests on these backups, ensuring the assurance that your data will be readily available when needed. This assurance can be documented for insurance carriers and other stakeholders. Additionally, we conduct regular full data and item-level restores on behalf of our clients, completing these tasks in a matter of hours rather than days.
Account Management
The truth is, we maintain ongoing communication with the leadership teams of the majority of our clients. Business needs evolve rapidly, often outpacing technological support. Therefore, our projects necessitate this close and continual connection. In addition to this, we regularly schedule account management meetings with all our Managed IT Services clients. These meetings serve the purpose of ensuring their needs are met, their fleets are in optimal condition, and we remain informed of any updates in their business operations. These meetings, held on a monthly, quarterly, or semi-annual basis, are a testament to our commitment to client service, tailored to each client’s preferences and requirements for client management.
Strategy and Compliance
Many of our clients operate in highly regulated industries, where their needs extend beyond mere operational maintenance. They require a strategic approach that focuses on achieving and sustaining compliance, especially when facing audits from clients, insurance providers, or regulatory bodies. Cultivating strong relationships with these business partners is crucial for our clients’ success and longevity. Our guidance plays a pivotal role in charting their course, preventing costly and uncomfortable reactions to ever-evolving regulations. This essential guidance is a part of our Managed IT Services package. However, some clients opt to enhance their service by including our Virtual CIO services. With this addition, they gain access to dedicated monthly hours and support from our VP of Professional Services in executing projects on their strategic roadmap.
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