We also offer the following help desk support services for a flat monthly per device fee.
End User Support
- Help desk outsourcing/Service desk support, 100% US Based, 24 x 7 x 365. Example support tasks include:
- Password resets
- VPN access and connectivity issues
- Accessing Wi-Fi
- Mapping network drives
- Workstation Maintenance and Support
- Peripheral Basic Support (i.e. iPhones, Smartphones, Other PDA, Printers, Scanner & Other)
End User Security Solutions
- Antivirus and spyware solutions
- Internet protection
- Intrusion detection/prevention
- Wireless network security
- Computer data security
Pricing Model Business Case
Predictable Monthly Cost
An MSP that charges per incident, per call, or per hour is essentially generating revenue every time something goes wrong and not incentivized to resolve recurring issues or permanently eliminate root causes. We believe there is a fundamental conflict of interest in that vendor/client relationship. By contrast, our predictable, flat rate pricing model means we’re incentivized to be proactive wherever possible in order to ensure your computer network is stable and your devices are fully operational. So our business goals are aligned with yours.
MSP’s that charge per incident also tend to invoice separately for all three tiers of support; meaning the help desk will triage and resolve tier 1 issues such as access and connectivity, but escalate everything else to tier 2 (desktop) or tier 3 (network) teams for additional troubleshooting and additional billing. Our flat rate model is all inclusive and doesn’t fluctuate based on which team delivers the resolution. So there are no CFO nightmares or surprises in the monthly invoice.
Lastly, unlike with a traditional MSP, there is no implementation fee for things like telephony set up, agent training, contact entry, etc. Since we’re incentivized to make sure everything runs smoothly from the day support “goes live,” we feel it’s in our mutual interest to execute all onboarding tasks accurately and at no cost to our clients.