Network Administration and Support
Your IT systems are the backbone of your company. When your network is not performing optimally, it can be very expensive to your company, with real loss of revenue and employee productivity. At Concentrics we are dedicated to making your IT systems reliable and cost effective. Our "no nonsense" approach to network administration and support is the result of years of experience, frequent training, and a systematic approach in consistency of service.
Many of our customers have come to us after using small or "one-man-band" operations where consistent support is just not there. This type of organization cannot respond in a timely manner on a regular basis and, let's face it, when you need support you need it now. Additionally, these smaller support organizations do not typically invest in training and outside support resources like we do. This means that they are often learning on your dime and this can be an expensive proposition. Without the training and experience, they will also often time "cobble" solutions together which are neither efficient, reliable, or well designed.
Network Administration Services:
Setup and Maintenance of Windows servers and desktops
Microsoft Exchange and e-mail support including Blackberry and ActiveSync
Comprehensive Network Security including firewalls, Anti-Virus and data security
Local Area and Wide Area Network support including routers, switches and firewalls
User administration and support
Desktop support and maintenance
Hardware and software for desktops and server
Monthly Preventative Maintenance to head off problems before they cost you downtime and money
Our technical teams are the best in the business. They are selected not only for their technical prowess, but more importantly, their ability to communicate in a comfortable, non-condescending manner to give you the right information to make proper business decisions. Each customer is assigned a primary and secondary engineer. Your Concentrics team of engineers and your Account Executive are charged with meeting your expectations and keeping you happy. Our two engineer approach is designed to provide you with the highest level of service even when one of your team is on vacation or is busy with another call.
Our "Centerline" support portal is designed to allow you to quickly and easily open a support request that is monitored and tracked through the entire support process. Opening a support request is as easy as sending an email or logging in to the portal and opening a ticket. Centerline will automatically respond back to you with a ticket number and notify your support team of the request. Your support team must respond to the service request or the ticket is immediately escalated to management for review. The Centerline customer portal also serves as a record of everything we ever do for you. It can provide you with "Knowledge Base Articles" for many issues that you can resolve yourself.
Our approach to managing a network begins with two things. First, a comprehensive set of documentation that outlines all aspects of your environment. Secondly, we will configure and manage your systems in an "Industry Best Practices" configuration that is reliable and supportable. We have developed a sophisticated network documentation tool which we will use to document your entire network. This tool will track software versions, licenses, network addresses and general configuration notes of your servers, networking equipment and workstations. This is part of our systematic approach. In the case of disaster, this documentation serves as a complete map on how to rebuild your systems. More practically we use it to make sure that your support team is all on the same page to provide you with a consistent product. By moving your systems to an "Industry Best Practices" model your systems will be supportable and reliable. This means that should you ever need to find another provider, your systems will be easily supported. Every software and hardware component we recommend will be the result of years of experience and training to make sure you get the full value and depth of implementation.
As part of our systematic approach to your support, we will provide a monthly preventative maintenance procedure where we will review your systems to head off potential problems before they cost you money. Many times we can catch hardware or software failures before they take your operation down. It also allows us to review network security, helping to insure the integrity of your systems. At the completion of each maintenance cycle you will receive a report outlining what we check and any corrective action or recommendations that we have. This is just one more way we go the extra distance to help you stay up and running.
From time to time we will also perform a "Backup Audit". This is a compete test of your backup system to make absolutely sure that you are covered with your backup. We will log in and check the status of your backup. We will report to you in a formal report how reliably your backup has been running and we will test restore your data to verify that data can in fact be restored.
Concentrics also employs a comprehensive set of remote support tools that allow us to more efficiently and quickly provide support when we can. Let's face it, if your support team can get on-line and resolve the problem, everybody wins. There is no waiting for your team to drive to your location so the problem gets resolved faster. Because we do not to come on-site we are able to bill to the nearest quarter hour, therefore saving you money.