IT Consulting Featured Services

Click a list item to read more information about each service or solution.

Desktop Services

A set of commonly used workstation software packages is fully supported by our staff.

Every workstation or desktop connected to the client network is required to run antivirus software. This forms the second line of defense against viruses - ensuring that if infected files are opened on client computers, the virus is identified and file access stopped, preventing further infection.

The standard user desktop design and configuration enables efficiency in the services provided by our technicians and tools, and reduces costs significantly through standardization of the computing environment. It also assists in quicker problem-solving when issues occur, and it enables the use of hot-swap computers in the event of a hardware failure. Standard installations are maintained for Windows and Macintosh operating systems. They include the operating system (O/S), standard application packages, drivers for supported hardware and antivirus software.

We conduct scheduled maintenance of desktops and laptops to ensure reliability and stability for users. Optimizing hard drive performance, clearing logs & temp files, O/S patch updates, physical inspections, and other check-listed maintenance items.

Monitoring of the ongoing health, performance and errors in the operating system software (such as Windows) as well as device hardware components of desktops and laptops. In addition, other applications can be monitored for specific conditions through log file analysis and monitoring of associated processes.

Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used

When required, our technicians will travel on-site to perform hardware maintenance, proactive problem diagnosis and repairs. Priority can be placed on severe issues according to our client Service Level Agreement.

Disaster Recovery and Backup Services

We identify, understand and prioritize the criticality of business processes to reduce risks during a business interruption. Using that information, we implement a plan to keep customer business services available during emergencies or while other supporting services are interrupted. To further support that goal, we develop and implement rapid restore procedures.

Our technology consultants work with the customer to assess the current use, manipulation and storage of various customer data to determine if any changes to the process are required. This analysis also leads directly into a disaster recovery plan creation and design.

We offer long-term preservation of email files, corporate data, reports, images, log files, video and audio files, or any other digital media that the customer needs to keep for extended periods of time.

We design, document and test a custom disaster recovery plan for each client. Critical data and devices are identified and incorporated into the plan to ensure a rapid recovery from a data loss or service interruption.

Inbound customer email is spooled continuously in the event of an outage of the customer’s network or servers. Automatically delivers spooled email messages once the customer’s mail server(s) and connection have been re-established, at a regulated rate to allow new inbound messages to be delivered concurrently.

We offer remote, electronic file storage and access via a fileserver hosted in our datacenter. Various forms of access for users can be arranged, depending on the customer's needs.

We can continually monitor success, failure or errors related to your on-site backup solution.

Customer data is maintained in both a primary data center and a secondary remote data center ensuring that customer data is safe in the unlikely event that a back-up facility is affected by an emergency.

General Support Services

We provide around-the-clock user support of the customer's employees. Specifics of the scope of support will be referred to in the customer's service agreement.

We provide around-the-clock support of the customer's servers and core network devices and services. Specifics of the scope of support will be referred to in the customer's service agreement.

It is important to us that our clients are satisfied with the services we provide. To ensure we can identify any issues, we actively seek client opinions on a regular basis via our Customer Satisfaction Survey. Responses are made to all appropriate comments, providing information or resolving issues wherever possible.

Helpdesk - Provides front-line support services to end-users. It is accessible by phone or email. The Helpdesk provides a responsive service for logging, tracking and resolution of issues encountered by our clients’ users. The IT Helpdesk is the central communications hub for all IT issues, and ensures clients are well informed of the progress of their problems. It also ensures the timely resolution of issues through a well-defined escalation process.

Incident Management is a set of processes whose aim is to ensure any interruptions to normal service for our clients are kept to a minimum, and the client is returned to normal operations as soon as possible. In the event of delays, the Incident Management processes ensure appropriate escalation of incidents to expert staff for timely resolution.

This hands-on support enables our clients to get the best out of their computing resources and includes assistance with support, maintenance, planning and minor training issues.

As a preferred contract customer, response to your issues and requests are handled by a more stringent set of terms, and are given priority over non-contract customers.

The Helpdesk provides support for all customer users. This includes services such as password resets, balance enquiries, account history enquiries and bill payments.

IT Consulting Services

We supply customers with a regular, detailed IT asset reports, also showing changes over time, either new assets appearing or previous assets disappearing.

Change Management ensures that all changes to the client infrastructure follow our standardized methods and procedures for efficient handling of all changes, to ensure minimization of impact on the client's operations and infrastructure.

New laws on information security such as Sarbanes-Oxley, GLBA and HIPAA put company management under pressure to protect client data. We have significant expertise in the area of compliance planning and ensuring that the it is implemented on an ongoing, proactive basis.

Our skilled consultants can train customer employees in a variety of areas, including specific application usage, security concerns and best practices, optimizing their workflow, and training on a variety of other technology topics.

Research, analyze and evaluate possible solutions for clients. Technical advice is available to ensure equipment and applications will perform the tasks required. It is also important that equipment complies with our policy to ensure appropriate quality, reliability and supportability.

A Hardware evaluation service is provided when necessary for non-supported computer equipment and for on-going evaluation of preferred supplier’s new products.

A detailed service history for all managed or serviced equipment is maintained. This ensures that trends in faults and in the reliability of equipment are more easily spotted, and we can move to ensure rectification to avoid the occurrence of high impact incidents.

IT Service Management is a framework of internationally recognized best practices for operating IT Services. The results are efficiencies and improved service to our clients. Consultation is available from experienced process developers to assist with streamlining services, and measuring and improving the services available.

Using a combination of industry-standard tools and procedures, we document and assess a customer's network, looking for areas of vulnerability, bottlenecks, service gaps and other concerns about the network in its ability to support the customer's business services and requirements. At the conclusion, we offer a report that categorizes and details the findings, with emphasis on areas that require change or improvement.

We supply our customers with regular reports that have detailed technical usage metrics. They include: bandwidth, traffic, disk utilization, network incidents, memory, CPU.

We maintain direct relationships with hardware and software manufacturers and vendors, effectively communicating with them on behalf of our customers on support, research and upgrade issues.

Network Services

Through Active Directory, we provide our clients central authentication and authorization services for Windows-based computers. Active Directory also allows our engineers and tools to assign policies, deploy software, and apply critical updates to an entire organization. Active Directory stores information and settings relating to our client's organization in a central, organized, accessible database.

Configuration Management ensures that all infrastructures have accompanying documentation, and that we are aware of all system dependencies. We maintain a database of this information (the Configuration Management Database or CMDB). This assists with planning to avoid unwanted impact of changes made to other system components.

Dynamic network configuration is an important feature to maintain connectivity between all systems on the customer network. This service is maintained through a server which dynamically assigns addresses to all systems attached to the network.

We set up and manage the infrastructure used to deliver and apply one or more desired configurations or policy settings to a set of customer's targeted users and computers within a customer's Active Directory environment.

The field engineering team visits customer sites when necessary for both responsive support issues as well as preventative maintenance to networking devices.

The support desk or NOC resolves issues with networking devices remotely when possible, as well as delivering preventative maintenance when necessary.

The Service Desk / NOC provides a comprehensive maintenance, support and consultancy service for all customer computing equipment. The ability to service this equipment onsite or remotely ensures a rapid turnaround and maintains the quality of your computing assets. The Service Desk manages the database of equipment supported by IT and also maintains detailed service histories for all equipment. Remote maintenance, troubleshooting, escalation and monitoring is all driven from here.

We provide support services for the ongoing operation and configuration of the customer's local area network.

We test all upgrades and service packs for server-related O/S and applications before deploying them in customer environments.

Monitoring the ongoing availability and connectivity of networking hardware.

Monitoring of the ongoing health, performance bandwidth, traffic and errors of networking hardware.

We provide support services for the ongoing operation and configuration of the customer's virtual private network.

We provide support services for the ongoing operation and configuration of the customer's wide area network

We provide setup, configuration and management of the systems that respond to security authentication requests (logging in, checking permissions, etc.) within the client's Windows Server domain.

We provide support services for the ongoing operation and configuration of the customer's wireless and/or WiFi network elements.