IT Support from Response to Resolution
CIO/CTO
- Manage IT Projects works with Primary Engineer to plan and implement
- IT Strategy customizes IT strategy specific to your needs
Engineer
- Provide timely and effective service:
- dedicated point person for your account
- first to receive tickets relating to your account/system
- direct contact with primary engineer with remote access and scheduled on site support
- track all support tickets from submission to resolution via UIS Tech Portal
- Manage setup and maintenance of:
- hardware:
- install of new computer equipment and peripherals
- desktops, laptops, printers, scanners, servers, firewall, routers phones etc.
- proactive maintenance of equipment decreasing downtime
- diagnose and provide trouble shooting
- support and monitor via remote access for rapid resolution
- train staff on use of new equipment
- train new hires on tech procedures
- monitor and maintain computer and network speeds
- software:
- install and monitor for updates, patches, upgrades
- latest versions of all software including anti-virus
- diagnose and provide trouble shooting
- identification of appropriate software solutions
Engineer
- familiar with your account
- second line of defense
- assumes role of primary as needed
Help Desk
- Available-24/7
- Advanced ticketing system allows for rapid response time
- Access to live help desk where you can place ticket
- Access to UIS portal for ticket entry
- Remote access for real time support and resolution
IT Support Portal
- Easy Ticket Entry
- View History of Devices
- View Invoices
- Documentation
- Network Maps
Frequently asked questions
Yes, because they offer 24 x 7 coverage an IT Support provider can meet and generally exceed the support requirements of an organization, you no longer have to worry about employees taking vacations or employee turnover. We schedule onsite visits and handle issues remotely.
We can support executives with personal computers. We also have the option to support all users in the organization for an additional cost.
We support users with general questions about office applications, email or browsers. We can provide more in-depth trainings for implementations or larger scale deployments.
We incorporate remote it support in our daily support of clients. We also provide weekly or monthly on-site support. UIS will work to be proactive preventing a majority of it support requests.
We respond to emergencies within 10 minutes, and our average resolution time for emergencies is 2 hours and 47 minutes. When we receive an emergency, our system goes through a texting process in the following escalation:
Minutes Past | Escalation Path |
0-9 | Primary Engineer |
10-19 | Primary & Backup Engineer |
20-29 | Primary & Backup Engineer, Account Manager |
30 + | Entire Company including the CEO |
No, we only have US based employees and our staff are full time employees.
We provide support for all the major hardware and software vendors. We most likely have supported your hardware/software in the past. The most common hardware vendors we support are DELL, IBM, HP, Apple, Cisco, Samsung, Lenovo, Fujitsu, and Asus. The most common software we support includes: Microsoft, Apple, Oracle, SAP, VMWare, Symantec, Salesforce, Adobe, and Intuit.