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frequently asked questions

What does Proactively Managed Services or Managed Services mean?

The terms Proactively Managed Services and Managed Services simply means the IT support partner has the ability to provide your business with all of the key elements of service necessary to provide the greatest uptime for your business network at the lowest possible cost.  Given a scenario such as this, the IT support partner should be able to offer a fixed cost solution or something very close in proximity to a fixed cost solution providing cost predictability in regard to Business IT Network Support.

What are the elements of Proactively Managed Services?

  • Network Monitoring & Remote Remediation
    Our Network Monitoring & Remote Remediation provides the IT support partner with the ability to identify problems before the client notices. In addition, this system assists with network system administration, and system troubleshooting. Our IT Help Desk Staff have the ability to see exactly what the user sees, enabling them to save and/or recreate the problem, as well as locate its source easily and efficiently.
  • Live Attendant Help Desk
    Our Live Attendant Help Desk provides our clients with a system designed to preemptively identify and solve user problems through remote capabilities, provide complete user instructions or, if necessary, immediately dispatch a field engineer to quickly identify and fix the source of problems affecting critical equipment or causing system failures.
  • Onsite Services for items that cannot be dealt with remotely
    Our Onsite Services include scheduled visits for preventative maintenance and trouble-calls that require dispatched technical support staff for emergency services & non-emergency situations.
  • Service Level Agreements
  • Vendor Escalation
  • System Status Reports and on-going comments on the state of your network

How does having a proactively managed network help my business?

Networks that are proactively managed typically experience the following:

  • Take the worry about technical issues and costs associated with remedy of those issues out of the picture.  The combination of services will allow you to take control of the technical issues along with the cost management side of things.
  • Far greater uptime and lower cost than networks that are only cared for on a break/fix basis.  Greater uptime translates into far greater productivity and better focus for your employees on their core responsibilities; effectively reduces your operating cost.  Break/fix services are simply a knee jerk reaction to service calls and can involve hours at very high onsite rates that typically can be resolved by the Live Attendant Help Desk.
  • Better Management of your infrastructure.  Continuous monitoring along with regular onsite and remote assessments and reporting will improve the management and performance of your business network.
  • Take the whipsaw out of IT costs.  Take the worry out of your expenditures for IT maintenance  & service by having an IT business partner to assist you manage your business network.
  • Employee productivity is typically enhanced when employees are given unlimited access to Live Attendant Help Desk Services.  Don’t waste valuable employee time researching issues that could be dealt with in a short telephone conversation.  Moreover, the Gartner group reports that 70% of IT issues may be resolved by Live Attendant Help Desk services.

What is a Service Level Agreement?

This is a commitment by your IT service provider to provide you necessary staff onsite or remotely to begin work on remediation efforts to solve your particular problem in time of need.  The urgency of which is determined by the severity level of the issue(s)

What is Network Monitoring & remote remediation?

These are tools that are installed on your server to review system performance & monitor key system tasks such as software patches and backups are occurring as planned.  Additionally, the monitoring system will issue alerts as issues are identified; these issues will be remotely mediated by trained IT staff 5 days a week so issues may be resolved without you even knowing of it.

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