Description about SilverSite Media and Technologies
In business the greatest threat to the information and data within your business is the speed to which you and your staff have access. Problems like everyone’s email not working are a big decision, but it is easy to delegate the repair to either internal teams or external companies. When things go wrong you want them fixed NOW and fixed FAST.
What about the niggly things? Your user wants to print to the third tray on the printer and cannot, your receptionist wants to send out a letter but the mail merge database is no longer connected. As a business owner or management level executive you don’t want to triage the problems. The allocation of your company resources to fixing the problems takes you away from your role in the company. Wouldn't it be better just to contact your support company and know that it is all covered under the managed services agreement?
The business world is full of computer support and managed services companies that want your money, now don’t get me wrong we are one of those companies. The difference between them and us is that we take ownership of any and all of your technical problems.
So what is the benefit of being one of our clients?
ALL of your problems are our problems. We take ownership of any problems or complaints that are generated by your staff that are related to computers, printers, internet, email... practically anything.
Unfortunately we have no control over the coffee in the lunch room but for a taste of the problems we will fix:
• My mail is not working = our problem, solution - remote in or send technician onsite
• Helpdesk has noticed that one of the computers is reacting sluggishly = our problem - Solution - remote in and fix problem and then report to management
• System reports problem with a service on the server = our problem – Solution - dispatch technician.
• My computer is not working = our problem – Solution - dispatch a technician with a “loaner computer” then replace and repair.
Going back to fix it NOW and fix it FAST, no matter what the situation any managed service provider should also have a Service Level Agreement (SLA). The SLA dictates when they will be seen and response times to problems associated with your network.
Service levels should relate to items like these but they also depend on a triage process to ensure that a small problem is not related to a bigger unidentified problem .
• Server crash = our problem - Technician onsite within 60 Minutes
• Workstation Crash = our problem – Technician onsite within 60 Minutes
• Service down = our problem – Technician working on the problem remotely within 30 Minutes
• Printer problem = our problem – Within 4 hours
• User problem = our problem – Next business day.
For more information, please do not hesitate to contact us.