CCS’ (MSP) NetCentral: The Heart of Great IT Support – 1 Hour Response Time

Clare Computer Solutions (CCS), a professional services firm providing IT solutions for companies in the San Francisco Bay area since 1990, has been a Managed Service Provider (MSP) managing client’s networks since 2004.

To fully understand the advantages of having a Managed Service Provider (MSP) for your organization, there are four key areas to consider when thinking about hiring an MSP and the first one should be response time.

Response Time
This is likely the most important aspect of successful IT management: response time. Ask your prospective (or current) MSP – what is your response time commitment? How often are you meeting it? CCS’ Managed Service Program (MSP) NetCentral tests and validates their Service Level Agreements 24/7 to ensure that they are meeting the needs of clients. A recent report showed that NetCentral met the service level requirements 99% of the time on over 6000 tickets since the beginning of 2015.

Ability to Work Remotely
Modern technology enables about 80% of IT support to be handled remotely. Driving should never be a problem for these issues. An MSP that can’t handle the majority of their support via remote is wasting too much time driving.

Capacity
Verify that your MSP has a large enough staff, and clear procedures in place for prioritizing service calls to ensure someone will be available when you need help fast. In addition, ask questions about capacity and staffing. CCS’ NetCentral MSP technical and help desk team is staffed by employees on site, not freelancers or subcontracted offshore.

Verifiable Service Levels
Promises and effort are great, but they’re not necessarily reliable indicators of an MSP’s ability to respond quickly in a consistent manner.  A truly mature service organization will have internal mechanisms in place to constantly track and measure service performance against specific goals. As we stated before, Ask your prospective (or current) MSP – what is your response time commitment? How often are you meeting it?

Consistently excellent service from a provider requires an organization with a tightly controlled set of processes to achieve their goals. And the process should constantly be monitored and measured – in real time and in periodic reviews.  If your MSP can’t demonstrate that they have these procedures in place, then they are depending on luck, and your business cannot depend on luck.

Clare Computer Solutions has been providing managed services since 2004 and we have proven, repeatable processes in place to ensure consistent response times for our clients. Contact us to get started.

Contact CCS to learn more about how to discuss the benefits of our Managed Service Program  (MSP) NetCentral for your organization and receive a FREE 1 hour consultation. Visit clarecomputer.com/NetCentral

For more information about CCS or to register for one of the upcoming events visit http://www.clarecomputer.com/events or call Tel (800) 339-0690 ext 148. Visit our events page to attend an educational event about technical and IT topics to broaden your knowledge base.


About Clare Computer Solutions (CCS)
 
Clare Computer Solutions has been providing high quality IT Network Services and Network Support to Bay Area companies since 1990. CCS has installed over 2,400 multi-user networks and serviced many more. Clients represent diverse industries including: healthcare, manufacturing, construction, insurance, service industries, legal, hospitality and more throughout the San Francisco Bay Area and Northern California. The company is based in San Ramon, California. Visit: www.clarecomputer.com
 
Our Services
We have experience in deploying solutions utilizing technology from Microsoft, Novell, Citrix, VMware, Cisco, Hewlett-Packard, Dell and many other industry leaders. Our long-term relationship with these manufacturers ensures considerable depth of knowledge in these products, and how they interoperate. What this means to our clients: solutions are deployed quickly and correctly.
 
Our Process
CCS strives for seamless integration and high touch customer service from the most highly certified and trained team possible. Clients are kept informed with monthly reports and quarterly reviews. From our detailed invoices to our process, clients regularly report that they appreciate our level of detail and transparency when it comes to their business. Our internal performance guidelines ensure that we continue to perform at peak level to service all of your IT needs.
 
Our Mission
CCS is a technology partner committed to our client’s future by listening, strategizing and implementing cost effective technology solutions. We are an extension of our client’s business and are interested and committed to their long-term success. We ensure that your technology supports the vision, experience and the passion that is the basis of a thriving business.

Our Vision
We are dedicated to becoming the premier technology solutions provider in the Bay Area by following these three tenets:

•    Listening to our clients and understanding their needs
•    Becoming our client’s trusted advisors
•    Following best practices, policies, and systems which create greater responsibility and accountability to the client and to each member of our team.

Visit: www.clarecomputer.com
 
 
 
###

Contact Information

Sandra Evans

PR Manager Clare Computer Solutions (CCS)

Sandra Evans & Associates (SE&A)

Contact via E-mail