Remote Support

Prompt, efficient support for organizations, provided remotely.

All provided local employees of AcademIT.

Remote Support with a Local Feel

Remote Support is a great option for organizations in a variety of situations:

Highly distributed organizations. If your team is all over the region, or the world, this is likely a good fit.
Flexible and varied office usage. If most of your team can answer what color the walls in your office are painted, this is likely a good choice.
Existing on-site support. Sometimes you already have a resource in place. But they need some extra help, whether for a season or on an ongoing basis. Want your local expert to focus on training? On budgets and grants? On something that isn't resetting the 17th password today? Remote Support can be a great supplement to that.

What does Remote Support look like?

Consistent Hours

You probably don't want to pay for Remote Support at 2AM, when no one on your team is using it. We're glad to discuss hours with you, but please know that our approach reflects opening hours for our members, instead of a 24x7 approach that creates costs for you, even if everyone on your team is sleeping.

Consistent Team

Though the folks on our Remote Support team vary and grow over time, you'll communication with the same people, assigned to your member's organization, day after day. We'll get to know your specific needs, and you'll have folks you can count on and trust working with you regularly.

Remote Access to Your Systems

Part of our Remote Access 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.

Escalation and Hand-Off

Our Remote Support team is awesome! But they don't know everything, and some things are outside their ability to assist with. Requests that are outside the Remote Support team are escalated to our Network, Project Management, and Administrative teams, as appropriate.

Remote Support is a team approach. The value is not just in the knowledge of one human on one call, 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.

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.