Managed Services enables companies to save money while increasing the efficiency of their IT infrastructure and systems management. Managed Services consists of three major services: Remote Monitoring, Help Desk and On-Site Technical Support.
PROACTIVE MONITORING:
By proactively monitoring the health of your IT infrastructure around the clock, problems can be detected and corrected before they cause serious problems or downtime for your business. SDi Managed Services consists of a Service Manager installed at the SDi Service Center, communicating with our Onsite Manager installed at the client site. Onsite Manager filters and triages information from that network and sends it to the SDi Service Center using a secure connection.
Service Manager integrates remote monitoring, real-time alerting, reporting and trouble ticketing-all for a low, flat monthly fee, based on the client’s business needs.
HELP DESK:
SDi provides technical support to end uses via our Help Desk. When a problem arises, the user can contact the Help Desk and talk to a service technician for immediate support and resolution. The SDi Help Desk is available Monday-Friday, 9am-5pm Central Time.
ON-SITE SUPPORT:
There are times when a Help Desk alone is not enough. For problems that cannot be resolved quickly via the Help Desk, SDi offers unlimited on-site technical support at no additional charge.
What services are included?
SDi monitors devices and events, including network devices and systems, network performance, servers and virtual servers (including CPU'S, memory and drives), desktop computers, network peripherals, communications equipment and ensures the integrity of local data backup devices. All installed software and patch information is included, along with automated maintenance and optimization.
Unlimited helpdesk support, phone support and onsite support is also included at no additional cost.
Service Manager can monitor network services including POP3, HTTP, HTTPS, FTP, Telnet, SMTP, DNS, NNTP, IMAP, LDAP, and custom TCP ports. Detailed service reports are available to our clients upon request.
How will it benefit our organization?
Save Money every month with Lower IT Costs- Through a flat monthly fee that covers all preventative and proactive service for client machines, total IT costs can be lowered. Small and mid-size businesses can now have access to enterprise-level support. SDi monitors a number of key network health indicators, as well as updating patches, anti-virus and anti-spyware tools, and regularly makes upgrades and provides fixes before users are impacted or notice a decline in performance. Most problems can be quickly corrected without an onsite visit.
Eliminate spikes in your cash flow due to unexpected events. Unexpected problems requiring onsite service can be expensive and time consuming. With SDi managed services, problems are detected and corrected in most cases before the user is even aware there was a problem.
Reduce Costly Downtime- 24/7 Customer site monitoring means reliable problem monitoring, reporting, and correction across the network. By using the efficient and proactive preventative measures of Service Manager, downtime is reduced and clients receive a higher quality of service and reliability. This gives you peace of mind and more time available to grow your business.
Boost organizational productivity, capabilities, and effectiveness – Regain the focus of running your business. Employees are free to concentrate on the activities that make your company money. Personnel currently supporting daily IT maintenance and management can now be deployed to important projects or work on strategic corporate goals without being interrupted by complaints, problems, questions and fixes from users. Productivity increases by:
Reducing the number of unexpected problems thanks to proactive system monitoring
Increase productivity due to reduced down-time
Rapid Remote Issue Resolution-no waiting for personnel to come onsite when a problem arises
On-Site support when required at no additional cost
Improve Network Performance- Reliable problem monitoring, reporting and correction across the network provides for real-time expert system problem detection and correction, and assures system availability.
Increase organizational security and stability- Reduces security threats through virus protection and cleaning, increased data security through backup monitoring as well as advanced SPAM filtering for all email.
Improve system support and help desk- Real-time expert system problem detection and correction. SDi will usually know there’s a problem before the client does. Clients can also request help by generating a ticket with a simple phone call or email. A ticket is generated and marked complete when corrective actions have been taken and the client has been notified. With remote access to client computers, SDi significantly reduces the time in providing support with Rapid Issue Resolution.
Streamline system administration- Automated routine administrative functions are carried out by our service center. Proactive services will save time, money and frustration. User account maintenance including adds, changes and moves are part of the standard service.
SDi MANAGED SERVICES vs. BREAK/FIX PROGRAMS
For as long as companies have had computers, they have required someone to fix them. The typical scenario: A computer breaks down, the IT consultant is called in, the consultant spends several hours fixing the machine, and then the consultant charges for each hour spent on-site.
The break/fix company has the incentive to be on-site as much as possible; the company makes money when your network or machines are not behaving as they should. The client hopes that a machine won't break down this month so they won't need to call in the consultant. This model didn't make a lot of sense to us.
Based on a managed services model, our services are proactive rather than reactive: The model works because network issues are prevented before they become problems to be fixed. Because we charge a flat, low monthly fee to maintain networks, servers and computer health, rather than an hourly fee to fix machines that are broken, our costs are reduced when your network is healthy and strong. That is, the less we are on-site fixing problems, the better it is for us. We want our clients to have strong networks that rarely break down--our business success depends on it.