User Help

Can’t figure out just how to create that excel formula to pull the average of a number of widgets listed in a different column? Can’t find the file you just worked on yesterday? The printer you installed – just isn’t working? Can’t get your phone to connect to email?

These are the kinds of questions you and your employees have from time to time. Have you called for help to a support line and gotten the run around or waited hours for a 2 second answer?  Have you gotten frustrated because your brother-in-law “knows a guy” who just isn’t calling back?

We have.

That’s why we designed our User Help and Helpdesk process around the customer. We strive to be available and able to answer your questions. More importantly – when you call and your question can’t get answered right away – the Helpdesk will make sure your question gets routed to just the right tech. The Helpdesk will also follow up internally to make sure your question gets handled.  It’s nice to have a concierge focused on outcomes for you and your business. That’s what we do.

Status Monitoring

You’ve heard the sales pitch before from IT companies – ‘we actively monitor your systems and servers and can take action to either prevent an outage or be there to fix the problem before you know there’s a problem’.

Status Monitoring is about automatically and remotely watching your systems and network.  The idea is that you get early indications of problems or at the very least notice about failures.  Getting warnings like this helps you maximize uptime and security of your network — thereby helping to ensure your company has the information to stay productive — that is getting your job done.

epending on how much monitoring you want, we can add monitoring to any servers you might have, your internet access, even specific computers. It means that our service is tracking if the monitored devices are online – and if not – they send us alerts to let us know there’s a problem.

How’s this work in action?

Just this morning, Monday, 6 Nov, we got an alert in the middle of the night that a client’s server went offline and was unreachable. Our techs coordinated with one another and one of us was there at the client’s building at 0730 — to investigate the problem.

That’s “concierge” IT.