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Managed Services. Business Solutions Overview We offer many solutions to streamline your infrastructure and protect your data. Because most organizations.

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Presentation on theme: "Managed Services. Business Solutions Overview We offer many solutions to streamline your infrastructure and protect your data. Because most organizations."— Presentation transcript:

1 Managed Services

2 Business Solutions Overview We offer many solutions to streamline your infrastructure and protect your data. Because most organizations revolve around computers, it makes sense financially to protect them from failure. Only 34% of companies actually test their tape back-ups. Out of those that do test, 77% fail to restore. Many companies have a back-up strategy if the servers fail but what if the data is bad to begin with? Those back-ups are worthless!! Dont Gamble with DATA loss! Our Back-Up and Disaster Recovery (BDR) Solutions will ensure your data is safe and accessible. Constant Data Snapshots. Data Snapshots are taken as often as every 15 minutes. If a disaster occurs, we can do a Bare Metal Restore and have you up and running in under one hour in most cases.

3 Highlights of the Service: A State of the Art Data Backup and Disaster Recovery Solution that bullet proofs your data. A complete solution that is designed to reduce any server down time with the use of a specialized back up and virtual server appliance. Allows near real-time backups as frequent as every 15 minutes. Offers off-site storage at an affordable cost. Provides a low cost, speedy disaster recovery process. Your Data is encrypted so it is not accessible to anyone without the passkey. Eliminates the cost of managing on-site tape backups. 24 x 7 management of the entire process is bundled at a price that is comparable to the overall cost of buying and managing tape backups.

4 Companies experiencing a major loss of computer records 43 percent never reopened 51 percent closed within two years of the loss Only 6 percent survived over the long-term For Small and Medium-sized Businesses (SMBs) in particular, these statistics suggest the necessity of crafting a Business Continuity Planning (BCP) strategy grounded in a robust data backup and recovery solution. Many smaller companies can not afford optimal in-house strategies and solutions to support Business Continuity Planning. These companies are consequently at an elevated risk of being put out of business due to any major loss of data. Loss of data could mean emails lost, accounting data lost, patient or client files lost, company records lost, client legal records or orders lost and so on. Executive Summary

5 Business Continuity Planning for Small and Medium Size Businesses BCP is the blueprint for how businesses plan to survive everything from local equipment failure to global disaster. Data-oriented Business Continuity Planning (BCP), is an indispensable component of business planning regardless of the organizations size. Smaller businesses generally lack the in-house IT resources to achieve these demanding planning, technical and process requirements. Therefore, many Small and Medium-sized Business (SMBs) either neglect to implement any data-oriented business continuity plan or they approach data backup and recovery in a sporadic, rudimentary fashion that fails to conform to the best practices of Business Continuity Planning (BCP).

6 Cloud Computing: SmartStyle computing is a private cloud solution which replaces conventional hardware and infrastructure with virtual desktops, servers, and networking for an affordable monthly fee. SmartStyle enables IT service providers to deliver IT as a Service (ITAAS) by shrinking the IT delivery stack into a singly available, scalable solution. Solution Includes: Integrated hardware stack that runs virtual servers, desktops, and networks. Built in business continuity, high availability, and monitoring. Low power thin clients with rich user experience. Thin clients featuring an uncompromising user experience. Pay as you go utility computing. All inclusive 3 year warranty, 24 x 7 technical support, optional proactive management, and advanced parts replacement.

7 All employees can benefit from training. A properly trained staff produces results faster and more efficiently. If an employee cannot accomplish a project, you are losing money while they are hunting for the solution. Trained staff work more effectively, efficiently, and save you money with their increased productivity. Many tickets to the help desk are based on a know how issue. A properly trained employee will not involve the help desk for those issues hence saving your help desk staff time and expense. Visit for their video based training. A trained staff reduces help desk Issues. IT Certification Training

8 New Hire Training: Now, training new employees is never easier. No more sending them to off-site classes. New hires can learn on their time which saves you money on lost time and expenses. The video based training ensures comprehension as well as providing a resource to utilize while on the job. A must for new employees: Microsoft Office 2007 Access Excel Outlook Power Point Word We have partnered with to offer self-paced home study training for new hires. This full Office Suite course is extremely affordable and even covers Exam preparation. I.T. Certification Training

9 Career Advancement Certification: Keep your IT staff current and up to date with technologies and certifications. Web Based video learning allows them to study at their own pace and prepares them for the certification test. We learn by doing. NCIT Academys courses are filled with labs so they can perform the tasks that they will need to do it in real life. Popular Courses and Certifications : Windows 7 2008 Server MCSE to 2008 MCITP SharePoint Exchange

10 Help Desk A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll- free number, website and/or e-mail. There are also in-house help desks geared toward providing the same kind of help for employees only.

11 Typical Help Desk A typical help desk has several functions: It provides the users a single point of contact, to receive help on various computer issues. The help desk typically manages its requests via help desk software, such as an issue tracking system, that allows them to track user requests with a unique number. The real value of the help desk comes not solely from its reactive response to users' issues, but from its unique position of communicating daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the help desk can be valuable for use in planning and preparation for other units in IT.

12 Pandora thought IT looked innocent enough at first too! Lets face it, someones got to keep tabs on the business technology, but it shouldnt be the person whos also running the shop. The last thing you need is the distraction of worrying what sort of unhappy surprises might jump out at you if you tinker with the computer networks. The good news is, you no longer have to. Relax, its not a myth, its managed services. Today, a growing number of companies are tossing that Pandoras box of technology concerns and opting to outsource their IT operations to a third- party expert. The trend is fueling the rise of the managed services business model and quite literally changing the way technology is delivered by companies of different sizes, across all industries. Managed Services Providers (MSPs) deliver 24/7 remote monitoring, management and remediation (in the event that something goes wrong) of your entire network or specific parts of it. Among other things: IT updates occur automatically from a remote location. Server down? Immediate notification and troubleshooting. Middle-of-the-night help desk question? A phone call away. Its peace of mind and its backed in writing. Trying to manage your own IT system can sometimes unleash a world of problems.

13 Not performing regular and proactive maintenance of your computer systems, be it desktops or servers, is a major cause of problems such as viruses, spyware, machines running slow and overall network downtime. The net result of this lack of preventive maintenance is productivity losses and possible data loss. RoyaTech Inc. is a low cost, fixed fee service that helps prevent data loss as well as paying huge bills to get problems fixed. Help Desk Support or Total Desktop Care, from RoyaTech Inc. proactively monitors and maintains your network with the goal of minimizing IT problems you face - leading to less downtime, higher end user productivity and lower technical support costs.

14 Tier 1 1.Tier 1 is the initial support for basic customer issues. 2.It is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on attempting to solve a symptom instead of a problem. 3.The specialist can begin sorting through the possible solutions available. 4.Technical support specialists in this group typically handle simple problems.This includes troubleshooting and resolving computer issues. 5.The goal for this group is to handle 70%-80% of the users problems before finding it necessary to escalate the issue to a higher level. Support Levels

15 Tier 1 Tier 2 1.Tier 2 is a more in-depth, containing experienced and more knowledgeable personnel on a particular product or service. 2.Technicians in this realm of knowledge are responsible for assisting Tier 1 personnel in solving basic technical problems and for investigating elevated issues. 3.Prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Tier 1 technician. 4.If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier 3 technical support group. Support Levels

16 Tier 1 Tier 2 Tier 3 1.Tier 3 is the highest level of support and is responsible for handling the most difficult or advanced problems. 2.These individuals are experts in their fields and are responsible for the research and development of solutions to new or unknown issues. 3.Technicians will work to solve the problem with the customer. 4.In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. Support Levels

17 Tier 1 Tier 2 Tier 3 Tier 4 While not universally used, a fourth level often represents an escalation point beyond the organization. This is generally a hardware or software vendor. Within a corporate incident management system it is important to continue to track incidents even when they are being acted on by a vendor and the Service Level Agreement (or SLA) may have a specific provision for this. Support Levels

18 Average Help Desk salary in the area is $45,145 per technician.

19 With the majority of help desk employees making somewhere between $39,645 to $50,636 it can get very expensive to have them on staff. On average the standard help desk employee will make $45,145 per year. If you have a help desk of 5 employees the cost is exponential. This cost does not even include BENEFITS!! Number of employeesMonthly SalaryAnnual Salary 1$3,762$45,144 2$7,524$90,288 3$11,286$135,432 4$15,048$18,0576 5$18,810$225,720 Average 5 person Help Desk

20 We can cut your cost in half! 5 Employee Help Desk2 Employee Help DeskTotal PC Care Savings Annual Salary$225,725.00$91,290.00$134,435.00 Monthly Salary$18,810.00$7,525.00$11,286.00 Current Help Desk Cost Help Desk Cost using RoyaTech Total Savings using RoyaTech

21 Average Help Desk Call is $26.00 Average Tech Hourly Rate$23.51 3.11 calls/hour$7.56 28 Calls per Day$211.67 Technicians daily Rate$211.59 5 Technician Help Desk$1,057.95 Total PC Care Cost/day$24.00 Total Daily Saving/day$1,033.95 Number of Calls/day 24610141620242628 Average Call Cost $52.00$104.00$156.00$260.00$364.00$416.00$520.00$624.00$676.00$728.00

22 Average Cost to have someone come to you. Hours Worked

23 Average Cost to have someone come to you for a network problem. Hours Worked

24 Product / ServiceIncluded FeaturesPrice per Unit per Month Total Desktop Care Plus 24x7 Network Operation Center (NOC) Preventive Maintenance Team 24x7 Network Operation Center (NOC) Product Support Team Off-Hours Troubleshooting Team a. Microsoft Patch Deployment Failures b.Antivirus Definition Update Failures SAAZ Technology Platform Technology Partners TDC+ Benefits a.Scripting & Configuration Center b.End Client Communicator c.Event ID Monitoring d.Performance Monitoring e.VIPRE Enterprise Antivirus $24.00 <50 Desktops $21.00 50 – 150 Desktops $18.00 150 – 500 Desktops $15.00 500 – 1500 Desktops $12.00 1500 – 5000 Desktops $9.00 5000 + Desktops Help Desk Toll Free Service Desk 24x7 Network Operation Center (NOC) Preventive Maintenance Team 24x7 Network Operation Center (NOC) Product Support Team Off-Hours Troubleshooting Team a.Microsoft Patch Deployment Failures b.Antivirus Definition Update Failures SAAZ Technology Platform Technology Partners $48.00 Minimum Requirements: Three Desktop Agents per client site Servers covered by Remote Server Care Desktop Managed Services Fee



27 The flow of how a service request is handled is smooth and easy.

28 Hours of Operation for US Help Desk The Help Desk services are available between the hours of 8:00am and 10:00pm EST, Monday through Friday. After Hours Support After hours support will be provided by the Help Desk. Calls after 10:00pm and before 8:00am Monday through Friday, as well as the weekends, will be forwarded to an answering service. A live person will answer the call, take down the clients information, and then contact the on-call technician via phone and email. The on-call technician has a fifteen minute turnaround to return the clients call. After hours support is limited to emergency issues only.

29 Note: The Help Desk is not staffed 24x7. This means that email requests and tickets assigned to the Service Desk over the weekend will not be acknowledged until the next business day. Additionally, the Help Desk will be unavailable during major US holidays. This includes after hours support. The holiday schedule is available for download on the RoyaTech Inc. Support Site. Requesting Assistance/Service Help Desk services can be accessed in the following ways: Phone: The Help Desk can be reached at 1-866-520-6414 Email: Requests can be made to Tickets: Submission through the ticketing system

30 Processing of Requests Phone A ticket will be created for each call received by the Help Desk. When a call is received by the Help Desk, the call will be answered by a Level 1 technician. If the incoming request can be handled within 10 minutes, the Level 1 technician will stay with the call to resolve the issue. If the Level 1 technician estimates that the incoming request will take longer, they will (a) hand off the call to a Level 2 technician if one is available, or (b) inform the caller that the issue will be assigned to a Level 2 technician and end the call. The Level 1 technician will then place the ticket in the Help Desk ticket queue where it will be assigned to a Level 2 technician by the Help Desk Team lead. Voicemail If all technicians are unavailable, the caller will be placed in a hold queue. They will be transferred from the hold queue once a technician becomes available. The caller has the option to leave a voicemail if they choose not to wait in the hold queue. In such cases, the Help Desk will listen to the voicemail, create a ticket, and place the ticket in the Help Desk ticket queue. The ticket will then be assigned to a Level 2 technician. The technician will respond based on ticket priority.

31 Emails A ticket will be created for each email request received by the Help Desk. For email requests to be processed, the following information MUST be included in the body of the email: Requesters full name, Client company name, Call-back number, and a detailed description of the issue If this information is not in the email request, no ticket will be created and no further action will be taken by the Help Desk. A Help Desk technician will add the information into a ticket and assign it the proper priority. The ticket will then be placed in the Help Desk ticket queue, where it will then be assigned to a Level 2 technician. Email requests sent over the weekend will not be acknowledged until the next business day. Tickets Tickets can be assigned to the Help Desk through the ITS Portal. For Connectwise users, tickets can be assigned through the Connectwise Portal. Incoming tickets will be placed in the Help Desk ticket queue. The Help Desk Team Lead will then assign the ticket to a Level 2 technician.

32 Call backs On a call back, the Help Desk will leave a voicemail for the client if there is no answer. The Help Desk will make additional attempts to contact the client for 3 consecutive days. If the client has not responded to the Help Desk after the third day, the ticket will be marked completed and assigned to the MSP for closure. Setting Priority Levels for Request Calls and Emails The Help Desk will make every effort to resolve the issue at the time of the service call. This will be the initial method for resolving issues provided that there is a Level 2 technician available. During those times when a Level 2 technician is unavailable at the time of the call, and for email requests, the Help Desk will log and assign priorities based on specific definitions. Requests will be handled according to the priority assigned to them. Tickets It is important that the client choose the correct priority level when creating the ticket, so that we may effectively process all requests. However, it is at the discretion of the Help Desk Manager or Team Lead to downgrade or upgrade a ticket priority if they consider it necessary.

33 PriorityDescriptionResponse Time Emergency A problem that affects the entire client site, a group of users, or an individual and is preventing them from doing their job. 30 Minutes Medium A general service request or a problem that is interfering with a users job, but not preventing them from doing it. 3 Hours Low A service request that does not require immediate resolution and does not affect the users ability to do their job. 24 Hours Tickets It is important that the client choose the correct priority level when creating the ticket, so that we may effectively process all requests. However, it is at the discretion of the Help Desk Manager or Team Lead to downgrade or upgrade a ticket priority if they consider it necessary.

34 Scope Technology support services are provided through the RoyaTech Inc. Help Desk. This support team is committed to delivering high quality customer service and support to all clients. To ensure the best possible support, we provide this Service Level Agreement outlining specific software, services, and responsibilities provided by the RoyaTech Inc. Help Desk

35 Sit back and relax knowing that all your IT needs are being handled in a timely and efficient manner.

36 Our Locations Cary, NC: Our main office located just outside of Raleigh, NC Pittsboro, NC: Serving Burlington and Asheboro, NC. Coming soon! Chicago, Ill.: Serving greater Chicago and the surrounding areas. Postal Address Royatech Inc. 2054 Kildaire Farm Rd. Suite #169 Cary NC, 27518 Telephone: (919) 526-6068 How to Contact Us ----------------------------------------- With our staff and field representatives taking care of our client base, the most effective way to contact us is via e-mail. Proactive solutions for maintaining your system, data protection and disaster recovery. Deliver IT as a Service (ITAAS) by shrinking the IT delivery stack into a single highly available, scalable solution. Learn from experts. Obtain the knowledge and certifications needed to advance in the IT industry. Need help? We have the answers you require!

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