Level 1 – Reactive

• Multi-platform OS Desktop & Server Support for 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.
• TOTAL Service Desk End User & IT/Agent Access – World-class Service Desk Response, Dispatch, and Tracking System (OPTIONAL)
  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.
• Issue Response & Resolution via Phone, E-mail, In-Person Support (T&M)
  If your IT team isn’t available due to sickness, vacation, or staff reduction, we can provide fast response and repair to hardware, network, and software problems. 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. 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.
• Virus Removal and System Cleansing (T&M)
  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.
• Security & Disaster Incident Response Team (T&M)
  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.