Help Desk Support
SupportPro™ & SupportElite™
The backbone of any IT team is a strong help desk with the process and organization to respond quickly and efficiently. We assign a small team of experienced engineers dedicated to your business so they can get to know your staff and your technology inside and out.
Features:
Fast Resolution Time
With an average resolution time of just 1 hour, we complete your requests quickly and efficiently.
Dedicated Engineers
A small team of engineers is dedicated to your account and intimately familiar with your business.
Support Scheduling
Avoid phone tag and schedule support sessions directly on your engineer’s calendar.
Friendly Support
Thousands of users commend our engineers every year for their friendliness and professionalism.
Unlimited Support
Reach out for help as much and as often as you need – there are no limits on support hours.
On-Site Support
Available with SupportPro™ & SupportElite™
While a lot of IT tasks can now be done remotely, there will always be a need for on-site assistance. Our team of professional field service engineers can visit your office location anywhere in the United States with timely response and expert-level support.
Features:
Nationwide Coverage
No matter where your location is within the United States, our qualified engineers are within reach.
Same Day Response
Have an engineer dispatched to your office as soon as the same business day.
Late Hours Scheduling
Want us to come after business hours to avoid interruption? No problem!
White Glove Support
We take the time to make sure you are completely satisfied with our work.
Experienced Engineers
Our knowledgeable team will complete the job efficiently and with as little interruption as possible.
Emergency Support
SupportPro™ & SupportElite™
When a technical emergency strikes, you need a responsive and knowledgeable team at the ready. Our dedicated team of technical escalation engineers have decades of experience solving complex technical issues and helping businesses restore operations promptly.
Features:
24/7/365
Our emergency response team is on-call 24/7 to immediately respond to your urgent needs.
Disaster Recovery
When disaster strikes, we will help you recover and restore operations as quickly as possible.
Warranty Management
We will work on your behalf to submit warranty claims and work directly with the manufacturers.
On-Site Support
Day or night, our team will be at your business location to help resolve technical emergencies.
Replacement Equipment
With replacement equipment in stock, we can get you back up and running swiftly.
Dedicated Teams
SupportAlly™, SupportPro™, & SupportElite™
Many important IT tasks get deprioritized because one team is responsible for everything. We ensure that all IT responsibilities are fulfilled by strategically separating our engineers into dedicated teams based on their subject matter expertise.
Features:
Service Operations
A team dedicated to your day-to-day technical support needs.
Technical Escalations
A team dedicated to mission-critical technical emergencies and other complex problems.
Cybersecurity & Compliance
A team dedicated to incident response, controls enforcement, and compliance audits.
Change Management
A team dedicated to installing new technology and helping you adopt change.
Artificial Intelligence
A team dedicated to training our A.I. systems to prevent problems and enforce standards.
Proactive Monitoring
SupportAlly™, SupportPro™, & SupportElite™
Computers and servers often provide event logs and other early indicators of problems. By strategically monitoring that information 24/7, we are able to proactively resolve problems before they escalate and cause interruptions to your business operations.
Features:
Rapid Detection
Strategic monitoring alerts us of potential issues and cyber threats within seconds.
Automated Fixes
We have trained our A.I. systems to proactively fix common problems for unmatched resolution time.
Human Oversight
Our dedicated team of engineers oversees the proactive repairs and intervenes as needed.
Standards Enforcement
Automatically fix computers that are missing desired applications or settings.
Improved Security
Cybersecurity controls are strictly enforced to prevent tampering.
Routine Maintenance
SupportAlly™, SupportPro™, & SupportElite™
Just like your car, computer systems require routine maintenance to keep them running efficiently and reliably. Every single night, we perform various maintenance tasks across all the computer systems in your business so your team can work without interruption during the day.
Features:
After-Hours Maintenance
The majority of our maintenance is performed after business hours to avoid interruptions.
Daily Tasks
Different maintenance tasks are performed every single day to keep your systems running their best.
Proactive Reboots
We proactively reboot your systems whenever they need it to finish installs and improve performance.
Routine System Cleanups
We routinely clean up junk files to prevent common problems and improve performance.
Detailed Reporting
We log every maintenance task we perform along with the time to complete the maintenance.
Inventory Management
SupportAlly™, SupportPro™, & SupportElite™
If you are still trying to keep track of all your assets in a spreadsheet or accounting software, look no further. Our real-time inventory management reports allow you to keep track of your computers and servers with all the important details you need.
Features:
Purchase & Warranty Dates
See when each computer was purchased and when the current warranty expires.
Serial Number Tracking
Keep track of all the serial numbers and service tags for each of your devices.
Current Location
See which computers you have at your various office locations.
Associated User
Computers are automatically linked to the last user who signed into them for ease of tracking.
Computer Specifications
See which computers have certain specifications to help with upgrade and purchase decisions.
Remote Access
SupportAlly™, SupportPro™, & SupportElite™
Many businesses would benefit from having remote access to their computer systems but are deterred by the cost and complexity of traditional remote access solutions. Now, you can enable remote access for your team with no hassle and zero additional cost.
Features:
Simple Remote Control
Use your office computer just as if you were sitting right in front of it.
No VPN Required
Access your computers from anywhere without complicated VPNs or special connections.
Security Built-In
Multi-factor authentication (MFA) is required to connect, and the connection is fully encrypted.
Transfer Files
Simple drag and drop allows you to transfer files to your office computer.
Access Multiple Computers
Want to access multiple computers in the office? No problem!
Managed Print Services
Nationwide Coverage
Don’t get locked into long-term lease agreements with traditional print service providers. With our managed print services, customers enjoy the convenience and savings of professional managed print services, with no long-term commitments, lease agreements, or complicated billing.
Features:
Significant Savings
Our customers typically save 30-40% on their printing and copying costs.
Simple Rental Agreements
No long-term leases, no commitments – Just simple, month-to-month, transparent agreements.
Quick On-Site Service
Free on-site service with parts and labor included, all with an average 2.3 hour response time.
Auto Replenishment
Toner cartridges are shipped to you proactively before you run out.
Bring Your Own Printer
We’ll manage your existing printers – no need to invest in or rent new printers if you don’t want.
IT Planning & Budgeting
SupportAlly™, SupportPro™, & SupportElite™
As frequently as technology changes, businesses must have a team dedicated to planning ahead. Our team of virtual chief information officers (vCIO) meets with you throughout the year to help evaluate your needs, develop budgets, and create a strategic technology roadmap.
Features:
Lifecycle Planning
An equipment lifecycle plan helps you budget and plan ahead for necessary technology refreshes.
Business Objectives
We take the time to understand your short-term and long-term business goals.
Solution Architecture
Our team provides strategic technology recommendations based on your needs and goals.
Cloud Transformation
We help you transition from traditional systems to modern, cloud-based technologies.
Budget Optimization
We find opportunities to reduce costs so your budget can be reallocated to other needs.
Support Portal
SupportAlly™, SupportPro™, & SupportElite™
Making it easy for your users to request technical support is critical to reducing the frequency and impact of operational interruption. Our user-friendly support portal supports single sign-on (SSO), and can even be used from a smartphone.
Features:
Mobile Friendly
Submit support requests from the convenience of your smartphone.
Single Sign-On
Sign in with your Microsoft 365 account – No extra passwords to remember.
Simple Communications
Chat directly with our team for quick and efficient technical support.
Guided Forms
Simple forms guide your users through needed information to expedite the support process.
Access Control
Limit privileged requests such as new employee onboarding to only those users you authorize.
Monthly Reporting
SupportAlly™, SupportPro™, & SupportElite™
There are countless moving parts when it comes to a modern business’s technology. To help your executive team stay up to date, we send a monthly Technical Business Review report detailing compliance with best practices, current inventory, and more.
Features:
Lifecycle Planning
See when computer and software systems are approaching their end-of-life.
Inventory Details
See what computers you have, where they’re at, when you purchased them, and much more.
Best Practices
See where your technology currently stands compared to industry best practices.
Backup Audit
See when we last completed a manual test of your backup systems and who performed the test.
Service History
See how your service needs and IT resource utilization are trending over time.
Standard Procedures
SupportAlly™, SupportPro™, & SupportElite™
Every business has slightly different technology and operational needs. To deliver a consistent experience, we custom-write standard operating procedures specific to your organization so our team members have step-by-step instructions to follow for common changes.
Features:
User Onboarding
Set up new employees with their email, network login, and other required accounts.
New Computer Setup
Configure new computers with all the software, printers, and settings your business needs.
Employee Separation
Block employee access to all business systems and transfer/archive information as needed.
Network Device Setup
Replace network devices and infrastructure with specific technical configurations.
Custom Procedures
We will write even more custom procedures based on your business’s needs and technology.
Is a lack of IT processes holding you back?
Most IT teams are great at “fighting fires,” but struggle with all the processes and proactivity it takes to effectively manage the rapid pace of technology change. Take our free IT Maturity Assessment and see where your business has opportunities for improvement.
