| Hourly Support |
For a small percentage of our clients we provide hourly IT support on an as-needed basis. Often clients use this option during an evaluation phase before they decide to engage us for an on-going relationship. Brand new clients also use our hourly support when they need immediate assistance. This option is not as effective as our other support options because with the hourly model we are only called when there is a problem (often a crisis) so it tends to be very reactive. The reality is that the majority of IT problems can be prevented with a regular, proactive approach to IT support.
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| IT Projects |
Often new clients contact us because they have a particular project they need help with. We provide free, detailed proposals that outline the scope of the project, the tasks involved, the timeline, and the costs. Projects are generally priced on a fixed-price basis so we bear the risk of cost overruns. Our projects are run using professional project management principles with regular communication and status updates. We handle all sorts of important, complex projects for our clients. Here are some examples:
- Server Rollouts - Migration from an old server to a new server, upgrading to a domain environment
- Desktop Replacements - Rolling out numerous new desktops in a way that minimizes disruption
- Branch Offices - Setting up branch offices to connect to the main office via site-to-site VPNs and other technologies
- Software Upgrades - Migrating from one software platform to another
- Networking Upgrades - Deployment of new network architectures including new routers, switches, load balancers, and more
- Collaboration Upgrades - Implementing Microsoft Exchangeand portal technologies to improve communication and collaboration among employees
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| Proactive IT |
Our Proactive IT plan is a discounted, monthly retainer for a set number of support hours per month. As we deal with IT issues throughout the month we track the time worked and deduct it from your monthly balance. You can check and adjust the number of hours at any time to fit your support needs. If there are a lot of unused hours left over at the end of the month we try use them to perform various IT projects that improve the IT infrastructure. With this plan you get a higher level of support, more predictable IT support costs, and the flexibility to easily adjust the level of support you require from us. The Proactive IT option includes:
- Monthly maintenance of servers
- Security updates, patching, and oversight of the backup process
- Help desk support via phone, email, and instant messaging
- Higher priority for your support issues
- Emergency after hours, weekend, and holiday support
- Monthly reports which include a listing of trouble tickets for the month
- Regular, scheduled on-site visits
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| Outsourced IT |
The fully outsourced option is our highest level of support and consists of a flat fee, all-inclusive annual support agreement. The plan includes unlimited IT support for maintenance and monitoring of your existing IT infrastructure and optionally a set number of project hours per month for improvements to the IT infrastructure. Our clients generally prefer this arrangement because it is a true partnership. First, it allows us the freedom to take full responsibility for your IT infrastructure. Being "on the clock" for IT support can lead to situations where we are focused on doing things quickly (to save you money), rather than doing things correctly. With a long-term, flat-fee structure we are no longer concerned about time because we are motivated to make your environment as stable as possible over the long-term. Second, it offers a very predictable cost structure--you pay the same amount every month no matter how much support you require. Finally, there is a built-in IT strategy element which ensures you are getting the most out of your IT dollars.
Just like most companies now outsource their payroll needs, increasingly companies are looking to outsource IT. Why? Frankly, small in-house IT departments are usually under-utilized and poorly managed. We have the expertise and cutting edge tools to manage your IT department professionally so you can focus on your business. You get better support, lower IT costs, improved reliability, and more productivity from your employees. The Outsourced IT option includes:
- 24x7 monitoring and maintenance of servers
- Security updates, patching, and oversight of the backup process
- Unlimited help desk support via phone, email, and instant messaging
- Highest priority for your support issues
- Emergency after hours, weekend, and holiday support
- Monthly reports which include a listing of trouble tickets for the month
- Regular, scheduled on-site visits
- Quarterly IT Strategy review meetings
- Annual IT Disaster Recovery Plan updates
- Annual IT budgeting and project planning assistance
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