completecare+ it managed services
managed servers & workstations: frequently asked questions
Package Features & Benefits |
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Pricing & Cost Analysis |
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What is Managed Services all about? Can’t I just call you when I have a problem? InfinIT does more than support the problems that come up on a daily basis. We provide proactive monitoring and maintenance in order to foster a healthy network environment. Very often clients ignore small problems trying to control their IT budget and end up spending more time and money in the long run reacting to larger disasters or complete network outages that could have been prevented. The more we know about your environment, the better we are able to support you on an ongoing basis, which is why we promote our unlimited support packages. At the end of each month, we will provide you with network health reports, and a detailed overview of all problems resolved so that we can help provide solutions that will reduce daily issues, improve employee productivity and promote business growth and sustainability.
What if I already have an existing IT staff, can I still benefit from your Managed Services offering?
Most definitely. Many of our midsize or enterprise clients have an existing IT staff. In these cases, we work to augment their existing team and alleviate the responsibilities of daily employee support tasks so that they can focus on projects, training, and supporting the other avenues of the business. We help automate tasks with our management tools including server monitoring, patch management and software deployment. In addition, we help provide complete visibility into their network so that they can more effectively see what areas of their network need upgrades, performance tuning, etc.
Many of our employees are mobile and often work from different locations, will they still be supported?
Yes, as long as your employees have an Internet connection and an agent installed we can support them anytime, anywhere.
What type of servers can be monitored and supported?
InfinIT only supports Windows-based environments.
What type of workstations can be monitored and supported?
InfinIT can monitor and support both Macs and PCs, desktops and laptops. If a user needs monitoring and support for both an office desktop and a laptop, it will count as two separate devices being supported under your contract.
Are there any requirements for signing up for your Managed Services offering?
Upon signing up for our Managed Services package, InfinIT Consulting will provide a network audit to analyze your existing environment and provide recommendations for any infrastructure upgrades that are needed. We will help implement scalable solutions that will help meet the growing needs of your business. At the very least, InfinIT will require that each company have a solid and functional Anti-Virus and Backup solution in place. If you do not have this established, we can help recommend the right solutions that match your budget.
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What kind of hardware is included in the Managed Services package?
No hardware is included in the monthly price; however InfinIT has established partnerships with many hardware and software vendors and can often extend deep discounts. InfinIT can also help work with you to choose the right hardware that will support your company needs for scalability, security and mobility. Looking for financing options on hardware or software? InfinIT has special financing deals available with affordable monthly payments.
Are IT projects included in the monthly Managed Services package price?
No, separate project costs are not included in the Managed Services package. However, Managed Services customers are provided with a discounted project rate. View details on Managed Desktops and Managed Servers for a complete list of everything that is included for fixed monthly price.
Will it be more cost effective to hire full-time resources on my staff or outsource all of my IT needs?
For most companies, investing in Managed Services becomes the clear choice by maintaining a fixed and controllable IT budget. InfinIT’s Managed Service package is based on a pay-as-you-grow model, charging a flat-rate all-inclusive support fee per user. While other IT service providers enforce support contracts with inflexible blocks of hours that you may or may not use each month, InfinIT focuses on the bigger picture - providing all the support your network needs for one fixed monthly price. With InfinIT’s Managed Services offering, you have access to a broad range of IT expertise including help desk technicians, Active Directory and Exchange Server experts, Business Analysts, Virtualization specialists, Server Administrators and more. Hiring internal resources that cover our entire line of expertise becomes both time and cost intensive.
Do I get billed each time I contact you for help?
No. Unlike other IT service providers, our Managed Services packages come with unlimited remote support for each of your end users. If the problem cannot be resolved remotely, InfinIT can dispatch a specialty engineer at the customer’s request to resolve the issue on-site at your business location. Additional on-site costs may apply but never without your prior approval.
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Can my employees contact you directly to submit a ticket or do we need to funnel all requests through a single point of contact?
We encourage each individual employee under a company contract to contact our support staff directly so that we can get you back up and running as quickly as possible. If you have someone designated internally to manage your existing IT problems, we can assign them as an administrator of your account and allow them to monitor all tickets submitted by their employees through our online customer portal. They can then approve the tickets they want escalated to InfinIT allowing them to organize their own schedule and focus on more high end issues requiring their attention.
I have an issue with my computer, how do I submit a ticket?
There are three ways to submit a ticket to our help desk staff:
- Create a new ticket online directly from your computer: Double-click on the InfinIT support icon in your system tray located at the lower right hand area of your monitor. Follow the instructions through the web portal to submit a ticket. Make sure to include your name, phone number and e-mail address in the ticket information.
- E-Mail our service desk: Send an e-mail to helpdesk@infinITconsulting.com with a description of your problem. Make sure to include your name, company name, phone number and permission to access your system if you plan on being away from your office.
- Call our service desk: All customers submitting a new ticket or inquiring on the status of an open ticket must call the main support dispatch phone line during business hours (8am - 6pm PST).
Phone number - local - 1.408.361.8888 | Phone number - toll free - 1.866.364.2007
I have forgotten my username or password for the Customer Portal, where do I go to retrieve this information?
Each customer is provided with access to the Customer Portal to check on a ticket status, review historic detail, view network reports and download agreements.
URL: http://portal.infinintconsulting.com/support
Login using your primary e-mail account provided by your administrator (if you are unsure, please contact your account representative). If you have forgotten your password, you can click on the ‘forgot password’ link at the bottom of the login screen to have it e-mailed to you.
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