IT Support

Our Service Priorities.

We prioritise getting your business operational quickly. This may involve installing a replacement server as a temporary solution during our on-site visit. Replacing or fixing the server or storage device might not resolve the issue straightaway, so we’ll re-install software, restore data and other components whenever possible to ensure that you’re up and running before we leave.

• Third party component cover..
• Monitoring
• Remote Hands
• Training

Application Server Support

Server monitoring and support is vital for today’s businesses, Reflex Solutions have invested in skills acquisitions, knowledge resources, best-of-breed products and key vendor relationships to offer our clients the best possible server support.

Onsite Server Support

We offer onsite server management and support with complete Helpdesk and onsite technician support on all First line, Second Line and Third Line server issues. We offer a consulting service at times of installation and upgrade as well as unique vendor relationships to make upgrades and new server installations as smooth as possible.

Desktop Support

This Managed IT Service offering is comprised of comprehensive desktop support through the Reflex Solutions Helpdesk – available 24hrs a day for SLA clients and during business hours for non-SLA clients – staffed by certified IT technicians who are equipped with the skill to resolve any support query with a 95% resolution rate at the point of call. We offer remote support as a dedicated managed IT service via specialized remote control software where the Helpdesk agent can remotely ‘take over’ your computer and provide support for resolving a problem.
If your support call query falls outside of the 95% remote support resolution rate, we have a team of skilled engineers to resolve the issue onsite.

System Administration Based On Your Business Needs

Your annual Workstation Managed IT Service contract can be bundled with discretionary onsite system administration hours that you can use whenever you need our engineers to perform tasks on-site. You may also purchase additional on-site hours, at a special price, for such tasks as break/fix occurrences, initial system deployment, and major OS upgrades. During the initial implementation, our engineers will discuss all steps of the implementation with you prior to beginning. They will then install the software necessary for remote administration, performing any reconfiguration required to bring all administered systems to a known state for easier monitoring and management. Configuration changes are documented and provided to you.

Service And Deliverables To Keep Your System Running Right

The Workstation Managed IT Services program provides the critical tasks to keep your system up and running. Tasks conducted by our Managed Services engineers to enable workstation managed IT services include:

• Review Managed Service Activities
• Service and support procedures, discretionary on-site time, and the parameters of the service

• Site Assessment : Review system infrastructure and network security policies
• Network Consistency : – Bring infrastructure and systems to a known state; install applications, patches, or updates required
• Site Database : Inventory database containing your system hardware and software

On-Going Managed Services Include:

• User Account Management
• Security Patch Management
• Software License Reporting
• Client Network Configuration Management
• 24×7 Workstation Monitoring
• Disk Space, Partition and Usage Management
• Software Deployment
• End User Remote Control
• Management Reporting
• System Inventory Reporting

On-Site System Administration Service Features

• On-site break/fix maintenance of MAC and Windows OS-based workstations and attached peripherals
• Knowledge transfer to in-house administrators and end users
• Optional on-site hardware maintenance

Benefits

• Increase efficiency: respond faster to problems and meet required service levels
• Increase effectiveness: only used when needed
• Realize value: reduce your cost of ownership

Comprehensive Services Your On-Site Engineer Can Perform Any Of These Tasks:

• Setup and deployment of new systems
• Assist with the allocation of system resources
• Assist in hardware failure determination and resolution
• Assist in hardware maintenance as required; diagnosis and repair of defective hardware by replacing parts; and installation of hardware upgrades and new systems

Third-Party Software Support Coordination

As an added service, Suzu Technology will provide support coordination for the {User Third Party Softwares}.

Features.

• One number to call for issues with {Applications and Vendors} systems
• Provide a technical liaison to {Vendors}
• Track issues through resolution
• Provide matrix and analysis of issues

Benefits.

• One point of contact – easy to remember and hand off for all aspects of the issue
• Consistent communication – helps to expedite a resolution
• Increased efficiency – users do not have to wait on-line with {Vendor} representatives to resolve issues

Suzu Technology will provide software support coordination for {Applications} related issues. Your account manager will field requests or trouble calls, log the request with {Vendors} and track the issue through resolution.

Training

This level of Managed IT Services sets us apart in term of what we do for our clients, but there are also a number of Key Differentiators that set Reflex as a company apart: This training means staff feel more at ease using the equipment and fewer issues are reported as the staff have the tools to operate the equipment correctly. Staff are also able to do minor level troubleshooting placing less of a burden on in-house IT departments to assist them with it. For user issues that are not able to be dealt with by the user, but are still minor enough not to take to the in-house IT department, the Reflex Solutions Helpdesk is available to help with remote support and step by step guides to help users manage the equipment in their care.

We Have A Team Of In-House Skills: All Implementations Are Performed By Our Experts Include:-

• HP Certified Server specialist.
• CCNA/CCNP Specialist
• MCITP/MCSA Certified Specialist
• Wintel Admin Specialist.

We provide a complete turnkey solution to your organization. From data center to servers, from structured cabling to network integrator. One partner, one call, one relationship.

IT Support

Wouldn’t it be nice to know you have a certified expert you personally know just a phone call away for all your IT support concerns? At Suzu Technology we make this happen. All of our clients are paired with a primary technician who works hand in hand with them to answer questions and solve problems. Several other benefits of outsourced IT support with Suzu Technology include:

• Proactive problem prevention
• Quick response time
• Emergency server support
• Loaner service during repair
• Stock of key components

Where else will you find the highest level of IT support in the Boston area with the ultimate
customer experience? Suzu Technology shows this same commitment to our clients in each of the three service agreements we offer.

1. On Demand Service

Whether our certified technicians solve your problem remotely, or whether your issue requires onsite support, this pay as you go option offers professional service in a timely manner.

2. Retainer Agreements

Suzu Technology offers all our clients the opportunity to prepay labor for any of the services we offer. For the customer’s commitment to prepay, TCG will reduce travel fees and labor rates, discounting the total overall cost by 15-20%

3. Fixed Monthly Fee

We charge a fixed monthly fee for proactively monitoring, managing, and servicing every aspect of our client’s computing infrastructure. Through investing in Tec Care, the all in one IT management system designed by Suzu Technology, clients receive unlimited remote support, bundled onsite hours, and so much more.

Features

• Site Assessment and Inventory
• Proactive Service
• Management and Status Reporting
• Best Practice Driven
• Automated and Reliable

Benefits

• Reliability
• Security
• Consistency
• Productivity
• Cost Management and Control
• Performance
• Managed Expansion and Growth

Our goal is to serve as your technology partner with a focus on providing solutions. We use a consultative approach to evaluate your business and technology needs and then advise on the best solutions for your current and future needs. Suzu Technology can save your organization time and money through better use of appropriate technologies.