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Client Testimonials

"Flat rate billing and not having to worry about unexpected and expensive service charges is one of the biggest advantages that we receive from "managed services" and Essential IT Services, Inc.  Flat rate billing also ensures that all of our IT concerns are handled because we never feel the need to forego service due to worrying about what it might cost and whether or not we can fit it into the budget for this month.  If we have a problem, we simply open a support request and Essential IT Services, Inc quickly responds and solves the issue."

 

- Chris Dennis, CFO, Occidental Management, Inc., Wichita, KS (Commercial Real Estate Development and Management)

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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