2. The Business World Runs 24 x 7: Shouldn't Your Technical Support?
It's 5:00 pm. Your last customer has walked out, your office staff has switched out the lights, and
your business is closed for another day. Or is it? Depending on the nature of your business – if you
offer online retail or merchandising, or if you serve customers in a variety of timezones, your
business may never shut down.
And even if are a services provider sticking to a straight 8:00 am to 5:00 pm schedule … IT
vulnerabilities and hackers, don't. Many a management team has fallen victim to the frustration of
working late to meet deadlines, only to have a server or IP outage block their abilties to do
anything. Or, has asked staff to “call technical support,” for a given product or network issue … only
to have them sit on hold for extended wait times, be shuttled from one help desk personnel to
another, and after an hour or more of time investment, still have no solutions.
Unskilled help desk staff, trying to assist unskilled office or management staff, can be as dangerous
or frustrating as no available help desk staff.
The Help Desk Solution That Really Works, 24 x 7
In an extensive review, CRN magazine rated N-central – the Help Desk and Support Software utilized
by Imaging Network Technology and other leading MSP providers - the #1 IT automation and
managed services software. Now you can see the features that convinced CRN's Test Center
engineers that N-central is the best remote monitoring and management solution available.
Tired of repeated calls, to the same Help Desk or Technical Support line, on the same issue? Or
repeat occurrences of the same issue? Our unique trouble-ticketing system offers enhanced
customer control over technical support and call history.
Talking to our Help Desk is – literally – talking to a real person. Remote screen viewing capabilities
let us sign onto your screen, without business interruption, to view what you are viewing. Customers
are offered a real-time, simple to use, web-based gui interface directing them into our Help Desk.
3. Unique Trouble Ticketing System
Using a Remedy-based trouble-ticketing system, we allow callers to track each and every issue call
made, and to escalate if you feel your issue is not fully resolved, or receiving the time and
attention it needs to receive. Each call is assigned a unique trouble ticket ID, which is shared with
the customer, so that issues, and their escalation and time to resolve, may be tracked from start to
finish.
No longer do callers have to waste time repeating the same scenario, to different technicians or
different levels of technical support. Even leading phone and internet providers – AT&T, Sprint – do
not offer this level of external customer technical support. Anyone who has spent hours online with
an AT&T service representative, or waded through tiers of Quick Books or other support, will
appreciate the labor cost savings and time value in have one, state-of-the-art trouble ticket
reference #.
And our trouble-ticketing system integrates with most of the leading CRM software, including SAGE
(the leading non-profit software services suite), Siebel, etc.
Simple Web-Based Customer Gui
4. Take a Test Drive
To take a test drive of our Help Desk functionality and online technical support capabilities, please
visit the above link. Use the guest sign-in of “client” and “client.” And see what real 24 x 7, real-
time network technical support can feel like.
Don't let technical support issues keep you from optimum business performance, or let one second
of downtime cost a critical client.
5. Price List and Specs
Imaging Network Technology is a Washington DC-based Managed Service Provider, offering 24 x 7
remote network monitoring and technical support solutions. Details may be found on our website,
at http://www.imagingnetworktech.com. Our tiered support plans and 24 x 7 Help Desk let us
manage your networks, so you can manage your business.
For further details or inquiries, or to sign up for Network Monitoring services, please contact our
Help Desk, or Live On-Line Chat, 24 x 7, at: 1-800-719-6545.
