Level 1 – Reactive

If a computer breaks or the network fails or a new user account needs to be setup, we will take care of it. We know how frustrating and unproductive it can be when systems don’t work, so our teams are well trained in modern troubleshooting methodologies to quickly and efficiently resolve the issue.

• TOTAL Service Desk End User Access – World-class Service Desk Response, Dispatch, and Tracking System
  Central repository to receive, prioritize, organize, and archive every IT-related incident, problem, service request, and project. Our world-class service desk system is available around the clock to submit and review all open and closed issues for your entire company. Each issue is documented fully showing all activities involved in the process. You’ll never lose track of an issue again! All end users and managers can access their issues and check status.
• Multi-platform OS Desktop & Server Support (Windows, Mac, Linux, Unix, Netware)
  Regardless of the type of operating systems that you choose to run on your desktops, laptops, and servers, our team has the expertise to support it. We believe in the flexibility of multiple platforms so we won’t force you to an all Microsoft environment, unless you decide it is right for your organization. We’ll support whatever makes sense for you.
• Unlimited Incident Response & Resolution via Phone, E-mail, In-Person Support
  Fast response and repair to hardware, network, and software problems. We provide high priority initial responses within 1 hour! Our IT Managers can be reached via our central service desk from 7am to 6pm every business day via phone, e-mail, web, or in-person. If your organization operates critical functions during evenings or weekends, we can be there to provide IT support during those hours.
• Unlimited On-site & Remote Support – Troubleshooting and Problem Isolation
  Expert problem analysis by experienced, trained technicians on-site at your location. We regularly spend time at your site and can provide immediate help while we are there. Or if a problem arises during a time without someone onsite, we will dispatch a technician right away to address critical problems or utilize powerful remote management tools that allow us to perform many of the activities needed to fix a problem.
• Unlimited User Account, System Administration, and Setup
  Fast account services including creating new network, e-mail, & application accounts for new staff and quick removal of accounts for terminated employees. We can have new accounts setup or existing accounts disabled in a matter of moments with just a simple e-mail or phone call from an authorized member of your organization.
• Unlimited Network & Application Permission Administration
  Whether setting permissions for individual users or entire groups, a simple e-mail or phone call from an authorized staff member is all that is needed for us to quickly change permissions to allow or disallow whatever you need.
• Unlimited Virus Removal and System Cleansing
  Even the best defenses can occasionally allow malware onto your systems. We are experts at quickly and efficiently identifying, removing, and repairing the damage so that you can get back to work right away.
• Unlimited Purchasing Support
  Purchasing the right technology solution at the right price can be frustrating, time-consuming, and downright difficult. So many vendors and stores make claims yet few deliver what they promised when it arrives. We’ll help you take all the pain and annoyance out of this process by providing you with quotes from vendors for the right item at the right price. All you need to do is place the order and you’re done. And with our ethical price commitment, you know you’ll always get the best pricing and you’ll never need to worry about whether we profited from it.
• Unlimited Desktop, Laptop, & Server Installation, Setup, & Configuration
  When you purchase new equipment or simply need to re-configure it due to staffing changes, we will take of it for you.
• Unlimited Network, Firewall, VPN, & Printer Installation, Setup, & Configuration
  When you purchase new equipment or simply need to re-configure it due, we will take of it for you.
• Unlimited Telephone System Basic Configuration
  When you need basic telephone programming changes such as add/move/changes or voice mail password resets, we can take of it for you so that you don’t need to learn how to do it and you don’t need to pay outrageous rates for the phone system vendor to do it. (Advanced configuration is also available.)
• Business Application Installation, Setup, & Configuration (OPTIONAL)
  Your organization doesn’t really run on hardware and operating systems alone. Your critical business applications such as ERP and CRM are at the core of your success or failure. We can help you install, setup, and configure your business applications because we handle many of the same or similar systems for our other clients. You don’t need to be an expert yourself to have a fully configured and managed system. If you need to add new users, change system configuration parameters, or setup system reports, we’ll handle it for you. If we don’t already know how to do it, we’ll work directly with your application vendor on your behalf to make it as painless as possible so that you and your staff can get back to work on other things.
• Security & Disaster Incident Response Team
  In the case of a security breach or a disaster, our team is part your response team to help identify the source, perform forensics, mitigate additional damage, and restore systems to normal business operations as soon as possible.