What makes
Prosyn different?
• Getting to Know You
• Red, Amber, Green Report
• 3-5 Year IT Roadmap
• Staying in Touch
There are a lot of IT Support companies out there, and this can make
it difficult to know which one to choose as they all ...
Getting To Know You – Our First Visit
Before you sign anything, our Account Management team will come
out to meet you. Thi...
their support has ended and before ours begins officially. We don’t
ever want to leave you without help if you need it, an...
addressing sooner rather than later and green means that you don’t
need to worry at all.
The report will show you where th...
better for you to move everything over to the Cloud which wouldn’t
mean spending lots of money on hardware that would need...
guidance about moving offices perhaps, we can get the move
planned from an IT perspective but also recommend third party
s...
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What makes Prosyn different ebook

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What makes Prosyn different ebook

  1. 1. What makes Prosyn different? • Getting to Know You • Red, Amber, Green Report • 3-5 Year IT Roadmap • Staying in Touch
  2. 2. There are a lot of IT Support companies out there, and this can make it difficult to know which one to choose as they all advertise themselves positively. Prosyn however really are different; not only do we provide you with day to day IT Support, but we also manage everything IT related for you from keeping on top of your antivirus renewal, down to letting you know when your kit is due for a refresh. We want to make your life as easy as possible, and so there are several steps that we take to ensure that we are on top of everything for you, so that you don’t need to worry about a thing. In this eBook, we will be looking in depth at the following steps that we take, so that you know exactly what to expect if you decide to choose us as your IT Support company: Getting to know you The initial Site Audit Access to support even before you agreement begins Daily Monitoring Red, Amber, Green Report 3-5 Year IT Roadmap Telephone and email support Managed renewals Staying in touch
  3. 3. Getting To Know You – Our First Visit Before you sign anything, our Account Management team will come out to meet you. This will give us a chance to see how your business works and to listen to how you would like us to work with you. Some companies like to be involved with their IT Support, and other companies just want to leave it completely up to us. We can mould to your way of working, to make sure that you get the most out of Prosyn. It is important that our clients are happy, and even if you choose to leave everything up to us, we will ensure that we keep you informed of anything that you need to know about. Welcome Aboard – Site Audit Once you have chosen Prosyn to provide your IT Support, we will perform an initial Site Audit. This is completely free to our maintenance clients, and it will give us a chance to have an in-depth look at your network. Depending on your company size, this can take up to two days and will involve two of our highly skilled engineers coming on site to see what equipment that you have, to investigate your software and licensing and to see if there is anything that needs immediate attention. This is an essential part of the process – and where we can see exactly what you have, and it gives us the grounding for a working relationship. One Step Ahead – Daily Monitoring During the Site Audit, our engineers also install our monitoring software onto your Servers, PCs and laptops. This monitoring software will notify us immediately when there is an issue, and this is often before it starts to affect your business, and so we can get straight on with solving that problem. All remote work is included in your agreement with us, and that means that you don’t pay any extra for the monitoring and our response. We will of course let you know that there are any issues, and if the problem is something that can’t be fixed remotely then we will get in touch to let you know that we will need to come onsite to get things working again. Always There – Support When You Need It This Site Audit usually occurs before you are fully set up on our system for support but we will give you the mobile numbers of our two directors, so that if you require some assistance quickly, we will be able to help you straight away. If you are moving away from another supplier to us, this can help during the limbo period when
  4. 4. their support has ended and before ours begins officially. We don’t ever want to leave you without help if you need it, and we are just a phone call away. Planning Ahead – Red, Amber, Green Report The Red, Amber, Green report is generated on the back of the Site Audit. All the information that is gathered from our time onsite is collated by our engineers and a report is produced where we let you know exactly what is going on with your network. The Red, Amber, Green refers to the three levels of attention that will be required – red meaning that it is something that needs to be dealt with urgently, amber is something slightly less worrying but it will still need
  5. 5. addressing sooner rather than later and green means that you don’t need to worry at all. The report will show you where the problem areas lay, and we will outline a timescale of the next steps. Sometimes it is just something as simple as a warranty expiring on a Server and we can provide you with pricing for an extended warranty, but sometimes we can discover that there are serious issues that need addressing. Whatever we find, we make sure that you know exactly what needs to be done to get everything back on track and explain everything in language that you understand. We don’t like to baffle our clients with jargon! Long Term Guidance – 3-5 Year IT Roadmap We don’t just provide initial recommendations on the back of the Site Audit, we also have a look at things longer term. The Site Audit combined with the monitoring software allows us to generate an IT Roadmap for you, where we will let you know when we recommend that you refresh your hardware, and also when your renewals are due for things like antivirus, SSL certificates, Microsoft Volume Licensing and Cisco extended warranty. The IT Roadmap looks further forward than the Red, Amber, Green report, and we will come and have a chat with you about the Roadmap. We may see that you need a Server in the next 12 months, and we can have a discussion about your options as it may work
  6. 6. better for you to move everything over to the Cloud which wouldn’t mean spending lots of money on hardware that would need replacing again in another 3-5 years. We make sure that we base our recommendations on your needs and requirements, and find a solution that will fit best with the way that you work. Got a Problem? – Telephone & email Support We have a manned helpdesk between 9am and 5.30pm, Monday to Friday. You can email us or give us a call if you prefer. Our Helpdesk is based in our London office, and we have a 15 minute response time to get a case logged and to get someone working on helping get your query resolved. When you call our Helpdesk, you come straight through to a human being – there are no annoying menus to navigate at all. Occasionally if our Helpdesk is already on a call, then another member of the team will take the call and email the Helpdesk on your behalf after taking as much detail as possible so that you don’t have to go through it all again when we call you back. Never Forgotten – Managed Renewals We make sure that we know when your annual renewals are due to expire, so that there won’t be a lapse in your cover. We can manage your antivirus, SSL Certificate, Cisco SmartNet, Cisco SmartCare, VMWare Support, HP Carepack cover and Microsoft Volume Licensing to name but a few. If you have something that needs to be renewed annually then we are on top of that, and will get pricing over to you between 30 and 60 days before it is due to expire. This may be something that you would prefer to keep on top of yourself, and we have some clients that have their own internal systems to keep track of these, but it is a service that we offer and it is all part of your agreement with us, at no extra cost. Keeping You In The Loop – Staying In Touch We don’t spam you with hundreds of generic marketing emails, with details of special offers and things that aren’t of interest, but instead we keep you informed of things that are important to you. During the Christmas period for example, we make sure that we get in touch to let you know how you can contact our Helpdesk if you need us, even if it means having the mobile number of an engineer, so that you aren’t stuck without support. We are always happy to come and have a chat with you about anything IT related, and if you need some
  7. 7. guidance about moving offices perhaps, we can get the move planned from an IT perspective but also recommend third party suppliers that can help – internet providers, someone to install your cabling, space planners and we can even manage the move of your IT equipment by organising crates and packing equipment. Always There We want to provide more than other IT support companies, and that means that we have to stand out. We don’t just look after your hardware and software; we want to be there for you constantly to make sure that you are happy with your IT. We provide a complete package when it comes to making sure our clients are happy and that means adapting to them and knowing exactly how they want us to work with them. We can manage as little or as much of your IT as you need us to. We hope that this eBook has been helpful to you. Please feel free to contact us with any questions that you might have. You can email info@prosyn.net or call us on 0843 636 2412 For more useful information and eBooks from Prosyn, have a look at our website http://itsupportlondon.prosyn.net/blog/

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