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Support Services

Help Desk
Support Services

Help Desk Support Services is the area in which we often make the most immediate impact. We take pride in our ability to quickly respond, and resolve problems that impact the ability of your staff to perform their work.

Help Desk Remote Support

(Monday – Friday, 7AM-5PM)
We provide IT Support services via telephone, remote access or on-site dispatch to resolve technology problems reported to us by you, or detected by our network monitoring systems. Highest service priority is provided to the ThinkSecureNet clients covered with a service plan and then by problem severity.

After Hours Support

Mission Critical
Our Managed Care and Managed Complete plans include after-hours support, providing peace of mind to organizations that rely on mission critical performance. The time to resolve a reported issue will vary depending on the nature and severity of the problem, but we work diligently to resolve issues as quickly as possible.

Vendor Management (Support Related)

ThinkSecureNet often works with vendors that provide various IT related services for our clients. As your primary IT support provider, we will work with any vendor on your behalf to expedite problem resolution or to direct changes needed to complete related project work. Vendor management performed by our help desk support team is covered by both the ThinkSecureNet Managed Care and Managed Complete service plans. Vendor management performed by our Project Services team is covered by our ThinkSecureNet Managed Complete plan.

We provide you the best solution & strategy to make your business excellent.

PEACE OF MIND

Managed services provide your business the ultimate peace of mind knowing that you have a team of knowledgeable engineers standing by to proactively alert you when a problem arises, as well as the technical resources needed to resolve an issue swiftly reducing downtime.

PREVENTATIVE = COST SAVINGS

Traditional break/fix models work well for smaller organizations with a simple network and infrastructure. However, as businesses grow, so does the complexity of their technology. Reduce the overhead of hiring IT staff and increase your access to SME (Subject Matter Experts) with a convenient flat rate fee every month. Our engineers will proactively manage your network, saving your business time and costs.

GET A BALANCED IT BUDGET

Move away from the traditional break/fix technology model that typically costs an enormous amount in both downtime and money whenever an issue arises. With managed services, you get access to our award-winning team for a fraction of the cost of hiring full-time IT staff to fix your technology issues. Bring a balance to your IT budget and get peace of mind with our Managed IT solutions.

Asset Management & Documentation

Tracking technology assets and ongoing updates of network documentation is an important value-add to your organization. The ability to provide rapid response to issues depends on accurate information. The sum total of information about your organization’s technologies allows us and your management team to make important decisions. For these reasons this information is an extremely valuable management tool.

Monthly Executive Summary Reporting

A value-add service we provide are monthly reports to show you how your systems are performing and what we’re doing to keep them maintained. We also report on how we’re doing service-wise. We gather information on various system related metrics to show you how your covered systems are performing and the maintenance tasks we’ve completed. We also report on service related metrics such as response times, resolution times, and service-type categories to give valuable insight in the service we perform.