On-Site Support
Local, in-person support for high-touch and high-need environments. Provided by consistent, local personnel.
Local Support for High-Touch Environments
On-Site Support is a great option for organizations in a variety of situations:
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Local, fixed organizations. If you all come to the same buildings everyday (schools, places or worship, community centers and organizations), this is a great fit.
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High-Touch Environments. Many non-profit environments are focused on people. Not only the people the mission helps, but the team of staff and volunteers making the mission happen. NFPs often like a personal touch, a face with the name, and someone who learns them, their team, and specific needs. This is 'high-touch', and it's one of the things we built this model for.
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Limited existing support. Your on-site support is limited (or not existent). You have someone who helps out between classes, or around the edges of their other job. You have volunteers with limited availability. It would be great to have someone there regularly, tending to things and working through the backlog.
What does On-Site Support look like?
Consistent Hours
By default, we'll be there during the working day, one or more days a week. This is flexible and depends on the organizations size, needs, and wants. Some sites we're there once a week, others multiple times.
Consistent Team
You'll see the same technician (or possibly couple technicians, for multi-day sites), week after week, month after month. They'll get to know your facility, and your people. They'll build rapport, and be someone your team can rely on to ask questions and get support.
Remote Access to Your Systems
Part of our approach is to include every system your organization owns in our management and monitoring infrastructure. This means that we may have access to systems easily, and may even be able to help restore access when you're locked out. It also makes support much easier, when we can share your screen and see what's happening. We can use this for Local support as well, to get access and check on things while we're down the hall, to make sure we're always as efficient as we can be.
Escalation and Hand-Off
Our On-Site technicians are awesome! But they don't know everything, and some things are outside their ability to assist with. Requests that are outside their expertise are escalated to our Network, Project Management, and Administrative teams, as appropriate.
Local Support is a team approach. The value is not just in the knowledge of one human on-site, but on being able to leverage a team to help with all of your IT needs.
Vendor Pass-Through*
This is an optional offering, where we can collect your vendor information, and pass requests off to them. This often saves time, since many vendor requests end up involving IT anyway.
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This allows your IT support desk to be more of an "Operations Desk", allowing you to funnel support requests for a wider variety of needs to one place.