Managed Service Provider
LET SIERRA COMMUNICATIONS BECOME YOUR IT DEPARTMENT!
In today's business climate, staying ahead means staying strategic. Your computer systems and IT infrastructure need to be working at peak performance to achieve your business goals. Owners and managers need to act strategic with their IT assets to enhance productivity while reducing costs.
Sierra Communications' Managed Service Program (MSP) offers Maine businesses and municipalities outsourced IT support to maintain employee productivity by managing your IT assets while avoiding the expense and delays of downtime and traditional break fix responses.
OUR MSP OFFERING PROVIDES THE FOLLOWING CAPABILITIES:
Proactive monitoring of hardware and select applications
SLA based response times to alerts and events
Priority access to IT/telecommunication experts
Expertise with most Servers, Desktops, Workstations, Laptops, Printers, Router/Switches, Network Attached Storage (NAS), Selected Applications, Device Drivers, and configurations
Advanced Troubleshooting and DiagnosiS
Remote Support Capabilities and Onsite Resources for quick Return to Service (RTS)
24/7 IT monitoring capabilities with 2 hour SLA Event email acknowledgement/response
Tiered Service Level options for either 24/7 or 8/5 Support
Daily Incremental Back-up of all covered IT devices (except remote devices) and Data Recovery
Server and Desktop Anti-virus
WHAT WILL HAVING MSP DO FOR YOU?
Reduce Labor Costs
Hiring and training an IT staff can be very expensive, and temporary employees don't always live up to your expectations. Our MSP offering lets you focus your human resources where you need them most and provides you a fixed, budgeted cost for your IT and telecommunications services.
Access to Trained, Experienced, Qualified Engineers
Having trained, experienced IT staff is critical. Our MSP clients have quick, prioritized access to Sierra Communications engineers without the concern of in-house hiring and retaining these staff. Most small businesses can't afford to match the in-house support services that larger companies maintain. Our Managed Services helps small companies by providing expertise and technology that might otherwise be unaffordable.
Having your IT assets available and working correctly ensures your employees have the tools necessary to do their jobs. Downtime due to IT issues is unacceptable. Also, any in-house IT expertise should focus on the higher value projects/tasks of your business while allowing Sierra Communications' MSP staff to manage the underlying infrastructure.
Quickly Implement New Technology
A quality outsourced IT service organization will have the assistance and resources to start new projects right away.
Stay Focused on Your Core Business
Businesses have limited resources, and every manager has limited time and attention. Our MSP offering helps your organization stay focused on your core business and not get distracted by complex IT issues. Individual end-users can call us direct.
Every business investment carries a certain amount of risk. Markets, competition, government regulations, financial conditions, and technologies all change very quickly. As a MSP provider, Sierra Communications help manage much of this risk for you, with specific industry knowledge, especially with security and compliance issues.
Service Level Support & Monitoring (Tiered Support)
Our MSP offering provides 24/7 monitoring of covered devices. For any alert during business hours, Sierra's MSP engineers provide a two hour SLA to email an acknowledgement of the alert to the designated point of contact. Engineering support to restore service (Return to Service) will commence during normal business hours for 8x5 clients.
Compliance and Security
Is your firewall up to date? Do you have a DMZ installed? Do you audit your Workstations and Servers? Has your company implemented PCI security standards and work to maintain those standards?
All machines will be backed up daily. Through our agent profile we will be notified by email if any machine failed a back up. Plus, a Sierra technician performs a daily check on all back ups. If a Machine does not get backed up-a ticket is opened and service is performed and carried forward until the issue is resolved.
Sierra uses ESET antivirus for all PC's and Servers. This is included in our monthly fee. Never worry again about Antivirus licenses expiring.
As a MSP client of Sierra, your service requests are Priority 1. On our dispatch board, any MSP tasks are assigned to a technician with a high priority marking. This is our internal communication to the tech that a MSP client has a pending service request and needs priority attention. It is also there for the Service Coordinator to manage the technician's individual task board to ensure our MSP clients are being taken care of on a priority basis.
End users can call our toll free number to inform us of their day to day operation issues, which would be attended to by our expert help desk staff. You will find that per employee productivity will increase as their IT issues are resolved quickly. Also, managers at your organization will be able to focus on their main job responsibilities instead of being the internal help desk. All those minor issues they are taking care of now will be covered by the contract.
Service's Not Covered
As a MSP client there are some restrictions to what is not covered. End users will call in and if the request is a service that is not covered by the contract, the technician will let the end user know that we need authorization for our POC on site to take care of the service request because it is billable.
As MSP client, we have the servers and computers set up to notify us upon certain thresholds. Sierra receives email notifications of error alerts that are sent to a group email account. Depending on the alert, if it needs immediate attention one of our techs will get right on it. One common error is space issues. We are able to see if there is an issue and rectify before downtime occurs. If it is an issue that can wait until regular business hours it will be taken care of then. Any after hours work is not covered under the contract and there for would be billable hours.
Our unique proactive approach to our Managed Services Program helps to mitigate downtime. These days when a clients' server goes down the business is crippled. Our technicians receive text notifications if a server goes offline. Most times we know before the customer has even had time to call to report the issue. Our daily event log monitoring allows Sierra to identify many critical server alerts before they affect your business.