SysArc Network Support Overview

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SysArc Network Support Overview

• Technology Services You Can Count On

11300 Rockville Pike Suite 1215 Rockville, MD
20852 [phone] www.SysArc.com
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Committed to Customer Service Excellence Our
Promise to You

• SysArc will..
• Improve your system uptime, performance and
  security
• Improve your response time to problem resolution
  and increase employee productivity
• Reduce your cost of purchasing, implementing,
  maintaining and supporting your IT systems
• Reduce the time spent dealing with vendors every
  month
• Become a trusted advisor and partner for all
  things IT

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People It All Starts with a Great Team

• We have higher standards for our people
• Associates must have 5 years experience and at
  least one area of concentration with a
  certification (MCSE, CCNA, CISSP, etc.).
• Associates must be customer service oriented,
  friendly, responsive, and possess excellent
  verbal and written communication skills
• We pay them well with above industry average
  salary compensation based on customer
  satisfaction
• We pay for mandatory training and certifications
  to stay up with the latest technology
• For Managed Services customers, individual
  Associates are assigned to your account with a
  designated backup for personalized and
  accountable relationships

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Tools We arm our people and customers with the
best tools available

• 24/7 Monitoring and Alerting
• Remote Access
• Helpdesk and Ticketing
• Mobile Devices
• Executive Reporting and Customer Portal access
• CRM System ties it all together
• Ongoing investment in our integrated tools makes
  us more efficient, resulting in improved service
  and lower prices for our customers

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Process What good are people and tools without
a game plan ?

• Constantly working to improve our processes every
  day
• Customer feedback mechanism is critical
• New Customer Scenario
• Install monitoring tools and perform network
  assessment
• Network Remediation to Minimum Standards if
  needed
• Begin proactive maintenance of network, server
  and desktop
• Roll out support plan to staff
• Begin taking service requests from users and the
  monitoring system
• Regular site visits by Tech
• Monthly Executive Report and Service Request
  Detail Report are sent out
• Quarterly review meeting with customer and SysArc
  team

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Process How Do We Interface With Your Staff ?

• Receive Service Request (SR) via simple email
  from staff
• SR ticket is automatically created and user
  receives an email confirmation with assigned
  ticket number
• Assigned tech is notified of SR and will triage
  immediately, if available
• Dispatcher will review all SRs and assign
  priority level and techs as needed to resolve
  issue as fast as possible
• 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
• Once SR is completed by tech, the dispatcher will
  review the ticket and Close it
• 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
• Staff member is back in business ASAP

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Services

• Managed Services
• Server Monitoring
• Server Complete Care
• Network Complete Care
• Desktop Maintenance
• Desktop Complete Care
• Online Backup Disaster Recovery
• Email Filtering with Postini
• Managed Co-location
• Technical Services
• Break /Fix Support
• Block Time Support
• Professional Services
• Design Installation Consulting
• Project Management
• Strategic Planning/Virtual CIO

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Summary

• Customer Service Excellence provides the peace of
  mind that IT is properly taken care of
• Great People provide the best overall experience
  for you and your staff
• Industry leading Tools help provide improved
  service and lower prices
• Constantly improving Processes provide
  consistency in service delivery
• All the IT Services you need from one trusted
  advisor makes running your business easier

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Next Steps

• Action Item Due Date
• Requirements Gathering
• Proposal Delivery
• Meet with Assigned Technician
• Review Contract/Agreement
• Kick-off Meeting