IT Support Process
We support our clients by focusing on their business processes and outcomes, and finding the ideal technical solutions to improve both. Before partnering with us, we perform our Technology Survey – a thorough review of your business and IT needs – to ensure that we are a good fit for each other. We will then present our findings to you with either a proposal for our services or our recommendation for finding another provider.
If you accept our proposal, we will proceed with onboarding. Here is a breakdown of the Technology Survey and onboarding processes:
Technology Survey and Onboarding Processes:
Technology Survey and Interview with Engineer
After approving our proposal and becoming a client, you will be assigned a dedicated Account Manager and a team of engineers.
They will document your existing technology and install our remote agents on your machines, including our remote management and automation tools, antivirus software, and backup software.
From this point forward, your business IT will be monitored and maintained around the clock.
The information gathered in the Technology Survey and interview is shared with our entire team so that everyone at a COUPLE of GURUS understands your business and is familiar with your IT ecosystem, your site, and your key stakeholders. We will also review your vendor contracts and any regulatory obligations (HIPAA, etc) and then report our findings.
Since we already performed your Technology Survey and reviewed your processes, we will be able to respond to any service requests immediately. To facilitate this, your account manager will schedule a meeting to discuss our Service Request Kit. This covers our service procedures and outlines all the ways you can contact us, including training for our Client Portal. Your account manager will also explain our finance team’s Payment Portal.
Within the first month, your account manager will schedule the first of your executive business reviews (EBRs) to go over reports, findings, and solutions, discuss how onboarding went, and begin your Technology Planning/Roadmap.
Our business model is based on regular communication, transparency, and accountability. We keep automated security and performance scans running on your network and devices, and receive real time alerts which we act upon immediately. These are then reported to you if warranted.
Your ongoing support experience will include monthly check-in calls and update reports, yearly EBRs, regular performance reviews, technology planning, and our Live Desk support which includes onsite response when warranted.