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Client Testimonials

"For many years I handled all of the IT needs of our company.  We finally reached a point where I simply no longer had time to handle all of these issues.  Partnering with Essential IT Services, Inc has given us many benefits.  First and foremost, just knowing that our data is protected by multiple systems (firewall, antivirus, backups, etc.) and could be restored in the event of any loss or disaster is significant benefit.  I am often on the road and that is one less thing that I have to worry about when I am gone.  Another major benefit is the peace of mind knowing that if we have any IT needs or problems, we can just 'pick up the phone' and everything will be taken care of in a prompt and efficient manner."

 

- Larry Madson, President, Advance Electric, Inc., Wichita, KS

What are Technical Support Services?

Technical Support Services are Essential IT ServicesSM required by all business entities.

Technical Support Services are provided for Personal Computers, Servers, Network Equipment, Peripheral Equipment, Software Applications, etc.

Technical Support Services are divided into the following categories: Reactive Support, Proactive Support and Project Implementation.

Reactive Support

Reactive Support is most commonly referred to as "Trouble Desk Support" and includes any technical support that happens after an error or malfunction has occurred. Reactive support is often very costly due to increased system downtime.

Example: A technician responds to an end-user's call because the end-user's PC is already infected with a virus.

Proactive Support

Proactive Support refers monitoring and preventative maintenance and includes any technical support that is designed to prevent the need to perform Reactive Support. Proactive Support has a much higher cost to value ratio because Proactive Support significantly reduces costly system downtime.

Example: A technician installs or updates an anti-virus software program that prevents an end-user's PC from becoming infected with a virus.

Project Implementation

Project Implementation refers to the installation of new systems, major upgrades to existing systems or the replacement of existing systems.  Project Implementation is usually considered a "one-time" event and is not repeated for a significant period of time.

Example: A Project Implementation Team replaces an existing server with a new, faster and more efficient server and performs all necessary technical support to complete the project.

Back to Technical Support Services

 
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