24x7x365 Monitoring and Alerting
We’ll monitor the status your systems at all hours, every day of the year. If we see an event that warrants your attention, we’ll notify you. Our technical personnel will be available to respond to critical issues on a 24×7×365 basis.
Unlimited Remote Support
We’ll provide you with unlimited remote support for your at no charge. Call us or email us any time, and we’ll work with you until the problem’s fixed.
Free Onsite Support
At times, we may determine that you require onsite troubleshooting. You’ll get a certain quantity of free onsite support per month for those scenarios. Our engineers based in NYC travel all over the country to help our customers.
We’ll act as your liaison with vendors. If a Covered Network Resource has a critical error, we’ll contact the manufacturer to try and resolve the issue. In the event of a hardware failure, we’ll create and RMA and manage the RMA process. When the replacement arrives, we’ll help you configure it.
We’ll ensure your antivirus console is running properly on the back end. We’ll also ensure antivirus is installed and up to date on your Covered Network Resources.
Updates and Patches
We’ll update the software/firmware of your Covered Network Resources whenever necessary to maintain proper network functionality.
We’ll perform regular walkthroughs of your facilities, during which we’ll visually review your network devices and confer with your IT decision makers (if they’re available). Physical inspections of your facilities give us the chance to make sure your equipment is set up in the best possible way, which is essential to preventing network issues.
Roadmaps and Consultation
We’ll hold a regular meeting with your key stakeholders to go over your feedback and create IT roadmaps that address your future expectations. At minimum, this meeting will include the primary engineer assigned to your network and your account executive.