2. There are a lot of IT Support companies out there, and this can make
it difficult to know which one to choose as they all advertise
themselves positively. Prosyn however really are different; not only
do we provide you with day to day IT Support, but we also manage
everything IT related for you from keeping on top of your antivirus
renewal, down to letting you know when your kit is due for a refresh.
We want to make your life as easy as possible, and so there are
several steps that we take to ensure that we are on top of everything
for you, so that you don’t need to worry about a thing.
In this eBook, we will be looking in depth at the following steps that
we take, so that you know exactly what to expect if you decide to
choose us as your IT Support company:
Getting to know you
The initial Site Audit
Access to support even before you agreement begins
Daily Monitoring
Red, Amber, Green Report
3-5 Year IT Roadmap
Telephone and email support
Managed renewals
Staying in touch
3. Getting To Know You – Our First Visit
Before you sign anything, our Account Management team will come
out to meet you. This will give us a chance to see how your business
works and to listen to how you would like us to work with you. Some
companies like to be involved with their IT Support, and other
companies just want to leave it completely up to us. We can mould to
your way of working, to make sure that you get the most out of
Prosyn. It is important that our clients are happy, and even if you
choose to leave everything up to us, we will ensure that we keep you
informed of anything that you need to know about.
Welcome Aboard – Site Audit
Once you have chosen Prosyn to provide your IT Support, we will
perform an initial Site Audit. This is completely free to our
maintenance clients, and it will give us a chance to have an in-depth
look at your network. Depending on your company size, this can take
up to two days and will involve two of our highly skilled engineers
coming on site to see what equipment that you have, to investigate
your software and licensing and to see if there is anything that needs
immediate attention. This is an essential part of the process – and
where we can see exactly what you have, and it gives us the
grounding for a working relationship.
One Step Ahead – Daily Monitoring
During the Site Audit, our engineers also install our monitoring
software onto your Servers, PCs and laptops. This monitoring
software will notify us immediately when there is an issue, and this is
often before it starts to affect your business, and so we can get
straight on with solving that problem. All remote work is included in
your agreement with us, and that means that you don’t pay any extra
for the monitoring and our response. We will of course let you know
that there are any issues, and if the problem is something that can’t
be fixed remotely then we will get in touch to let you know that we
will need to come onsite to get things working again.
Always There – Support When You Need It
This Site Audit usually occurs before you are fully set up on our
system for support but we will give you the mobile numbers of our
two directors, so that if you require some assistance quickly, we will
be able to help you straight away. If you are moving away from
another supplier to us, this can help during the limbo period when
4. their support has ended and before ours begins officially. We don’t
ever want to leave you without help if you need it, and we are just a
phone call away.
Planning Ahead – Red, Amber, Green Report
The Red, Amber, Green report is generated on the back of the Site
Audit. All the information that is gathered from our time onsite is
collated by our engineers and a report is produced where we let you
know exactly what is going on with your network. The Red, Amber,
Green refers to the three levels of attention that will be required –
red meaning that it is something that needs to be dealt with urgently,
amber is something slightly less worrying but it will still need
5. addressing sooner rather than later and green means that you don’t
need to worry at all.
The report will show you where the problem areas lay, and we will
outline a timescale of the next steps. Sometimes it is just something
as simple as a warranty expiring on a Server and we can provide you
with pricing for an extended warranty, but sometimes we can
discover that there are serious issues that need addressing.
Whatever we find, we make sure that you know exactly what needs
to be done to get everything back on track and explain everything in
language that you understand. We don’t like to baffle our clients with
jargon!
Long Term Guidance – 3-5 Year IT Roadmap
We don’t just provide initial recommendations on the back of the Site
Audit, we also have a look at things longer term. The Site Audit
combined with the monitoring software allows us to generate an IT
Roadmap for you, where we will let you know when we recommend
that you refresh your hardware, and also when your renewals are
due for things like antivirus, SSL certificates, Microsoft Volume
Licensing and Cisco extended warranty.
The IT Roadmap looks further forward than the Red, Amber, Green
report, and we will come and have a chat with you about the
Roadmap. We may see that you need a Server in the next 12 months,
and we can have a discussion about your options as it may work
6. better for you to move everything over to the Cloud which wouldn’t
mean spending lots of money on hardware that would need replacing
again in another 3-5 years.
We make sure that we base our recommendations on your needs
and requirements, and find a solution that will fit best with the way
that you work.
Got a Problem? – Telephone & email Support
We have a manned helpdesk between 9am and 5.30pm, Monday to
Friday. You can email us or give us a call if you prefer. Our Helpdesk is
based in our London office, and we have a 15 minute response time
to get a case logged and to get someone working on helping get your
query resolved. When you call our Helpdesk, you come straight
through to a human being – there are no annoying menus to navigate
at all. Occasionally if our Helpdesk is already on a call, then another
member of the team will take the call and email the Helpdesk on
your behalf after taking as much detail as possible so that you don’t
have to go through it all again when we call you back.
Never Forgotten – Managed Renewals
We make sure that we know when your annual renewals are due to
expire, so that there won’t be a lapse in your cover. We can manage
your antivirus, SSL Certificate, Cisco SmartNet, Cisco SmartCare,
VMWare Support, HP Carepack cover and Microsoft Volume
Licensing to name but a few. If you have something that needs to be
renewed annually then we are on top of that, and will get pricing
over to you between 30 and 60 days before it is due to expire. This
may be something that you would prefer to keep on top of yourself,
and we have some clients that have their own internal systems to
keep track of these, but it is a service that we offer and it is all part of
your agreement with us, at no extra cost.
Keeping You In The Loop – Staying In Touch
We don’t spam you with hundreds of generic marketing emails, with
details of special offers and things that aren’t of interest, but instead
we keep you informed of things that are important to you. During the
Christmas period for example, we make sure that we get in touch to
let you know how you can contact our Helpdesk if you need us, even
if it means having the mobile number of an engineer, so that you
aren’t stuck without support. We are always happy to come and have
a chat with you about anything IT related, and if you need some
7. guidance about moving offices perhaps, we can get the move
planned from an IT perspective but also recommend third party
suppliers that can help – internet providers, someone to install your
cabling, space planners and we can even manage the move of your IT
equipment by organising crates and packing equipment.
Always There
We want to provide more than other IT support companies, and that
means that we have to stand out. We don’t just look after your
hardware and software; we want to be there for you constantly to
make sure that you are happy with your IT. We provide a complete
package when it comes to making sure our clients are happy and that
means adapting to them and knowing exactly how they want us to
work with them. We can manage as little or as much of your IT as you
need us to.
We hope that this eBook has been helpful to you.
Please feel free to contact us with any questions that you might
have. You can email info@prosyn.net or call us on 0843 636 2412
For more useful information and eBooks from Prosyn, have a look
at our website http://itsupportlondon.prosyn.net/blog/
