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SysArc IT Support Service Offerings


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Information on the affordable and dependable IT support services offered by SysArc to small and mid-sized clients throughout the Virginia, Maryland and Washington DC area.

Published in: Technology, Business
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SysArc IT Support Service Offerings

  1. 1. Technology Services You Can Count On 11300 Rockville Pike Suite 1215 Rockville, MD 20852 (800) 699-0925
  2. 2. Committed to Customer Service Excellence – Our Promise to You <ul><li>SysArc will….. </li></ul><ul><li>Improve your system uptime, performance and security </li></ul><ul><li>Improve your response time to problem resolution and increase employee productivity </li></ul><ul><li>Reduce your cost of purchasing, implementing, maintaining and supporting your IT systems </li></ul><ul><li>Reduce the time spent dealing with vendors every month </li></ul><ul><li>Become a trusted advisor and partner for all things IT </li></ul>
  3. 3. People – It All Starts with a Great Team <ul><li>We have higher standards for our people </li></ul><ul><ul><li>Associates must have 5+ years experience and at least one area of concentration with a certification (MCSE, CCNA, CISSP, etc.). </li></ul></ul><ul><ul><li>Associates must be customer service oriented, friendly, responsive, and possess excellent verbal and written communication skills </li></ul></ul><ul><li>We pay them well with above industry average salary + compensation based on customer satisfaction </li></ul><ul><li>We pay for mandatory training and certifications to stay up with the latest technology </li></ul><ul><li>For Managed Services customers, individual Associates are assigned to your account with a designated backup for personalized and accountable relationships </li></ul>
  4. 4. Tools – We arm our people and customers with the best tools available <ul><li>24/7 Monitoring and Alerting </li></ul><ul><li>Remote Access </li></ul><ul><li>Helpdesk and Ticketing </li></ul><ul><li>Mobile Devices </li></ul><ul><li>Executive Reporting and Customer Portal access </li></ul><ul><li>CRM System ties it all together </li></ul><ul><li>Ongoing investment in our integrated tools makes us more efficient, resulting in improved service and lower prices for our customers </li></ul>
  5. 5. Process – What good are people and tools without a game plan ? <ul><li>Constantly working to improve our processes every day </li></ul><ul><ul><li>Customer feedback mechanism is critical </li></ul></ul><ul><li>New Customer Scenario: </li></ul><ul><ul><li>Install monitoring tools and perform network assessment </li></ul></ul><ul><ul><li>Network Remediation to Minimum Standards – if needed </li></ul></ul><ul><ul><li>Begin proactive maintenance of network, server and desktop </li></ul></ul><ul><ul><li>Roll out support plan to staff </li></ul></ul><ul><ul><li>Begin taking service requests from users and the monitoring system </li></ul></ul><ul><ul><li>Regular site visits by Tech </li></ul></ul><ul><ul><li>Monthly Executive Report and Service Request Detail Report are sent out </li></ul></ul><ul><ul><li>Quarterly review meeting with customer and SysArc team </li></ul></ul>
  6. 6. Process – How Do We Interface With Your Staff ? <ul><li>Receive Service Request (SR) via simple email from staff </li></ul><ul><li>SR ticket is automatically created and user receives an email confirmation with assigned ticket number </li></ul><ul><li>Assigned tech is notified of SR and will triage immediately, if available </li></ul><ul><li>Dispatcher will review all SR’s and assign priority level and techs as needed to resolve issue as fast as possible </li></ul><ul><li>Tech will work on the SR and enter time worked and resolution after completing SR. Will consult with other techs and do research as needed </li></ul><ul><li>Once SR is completed by tech, the dispatcher will review the ticket and Close it </li></ul><ul><li>Once the ticket is Closed an email goes to the user to verify that the SR was completed to their satisfaction. Another email is sent requesting the user to fill out a customer satisfaction survey </li></ul><ul><li>Staff member is back in business ASAP </li></ul>
  7. 7. Services <ul><li>Managed Services </li></ul><ul><li>Server Monitoring </li></ul><ul><li>Server Complete Care </li></ul><ul><li>Network Complete Care </li></ul><ul><li>Desktop Maintenance </li></ul><ul><li>Desktop Complete Care </li></ul><ul><li>Online Backup & Disaster Recovery </li></ul><ul><li>Email Filtering with Postini </li></ul><ul><li>Managed Co-location </li></ul><ul><li>Technical Services </li></ul><ul><li>Break /Fix Support </li></ul><ul><li>Block Time Support </li></ul><ul><li>Professional Services </li></ul><ul><li>Design & Installation Consulting </li></ul><ul><li>Project Management </li></ul><ul><li>Strategic Planning/Virtual CIO </li></ul>
  8. 8. Summary <ul><li>Customer Service Excellence provides the peace of mind that IT is properly taken care of </li></ul><ul><li>Great People provide the best overall experience for you and your staff </li></ul><ul><li>Industry leading Tools help provide improved service and lower prices </li></ul><ul><li>Constantly improving Processes provide consistency in service delivery </li></ul><ul><li>All the IT Services you need from one trusted advisor makes running your business easier </li></ul>
  9. 9. Next Steps <ul><li>Action Item Due Date </li></ul><ul><li>Requirements Gathering </li></ul><ul><li>Proposal Delivery </li></ul><ul><li>Meet with Assigned Technician </li></ul><ul><li>Review Contract/Agreement </li></ul><ul><li>Kick-off Meeting </li></ul>