As a Managed Services Provider, InfoManage will fix any technological problem that may arise with your desktops, laptops, servers, printers, firewalls, switches, and networks. While you are working towards making your business the best it can be, we will ensure that you are not blocked by any technological issue, especially as each of our businesses become more and more reliant on technology. Just send a service desk request to InfoManage, and our team will get to work giving you quality help!
The InfoManage Advantage!
Overview
- InfoManage differentiates from the competition by providing world class support services. We are not a traditional staffing company!
- Our model addresses some of the shortcomings of traditional staff augmentation, including training, skill maintenance, and legacy knowledge loss through attrition.
- Due to the combination of dedicated and supplemental staff assigned to our clients, we are able to provide a highly scalable solution with predictable costs for any issue that may arise.
Operations
- We standardize, normalize, and document supported environments. This is an essential part of our operating model and a key to our onboarding process.
- Our engineers draw upon other InfoManage staff and our wealth of documented information to research and solve any problems your devices may have.
- We integrate our policies, procedures, systems, and documentation with those of our customers, so you are always informed of our actions regarding your technology and we are able to work with you as well as possible.
- Our monthly reports include detailed activity for incidents, allowing us to easily recreate our solutions for future issues.
Staffing
- We will provide services with:
– A dedicated Relationship Manager (RM) responsible for general account oversight, escalation, and Service Level Agreement (SLA) management
– A combination of Senior, mid-level, and Junior resources
– A combination of dedicated and supplemental resources
- Our assigned staffing level depends on your workload and the Service Level Agreement requirements for any project or issue.
Our Proactive Approach Operating Model
Initial Audit
- This is a snapshot of your environment, including your:
– Cybersecurity Profile and Assessment
– Operating Systems
– Hardware
- This is our baseline for supporting your business.
- This process identifies computers eligible for MSS (Managed Support Services); the requirements are:
– Hardware warranty
– No more than two OS releases behind
– Current scanning anti-virus software
– Equipment no older than five years
- The onboarding Audit Cost is equal to one month of support fees.
We offer flexible service plans to fit your business needs and budget
- You have a variety of options between hourly support, blocks of hours (such as during the business day), or full-service MSP and ITSM plans.
- We are able to work for you during the business day, beyond into an extended business day, or 24×7!
- We can work month to month, annually, or with multi-year agreements.
- We work remote, on-site, or a combination of both as necessary.
Our service plans cover all your IT needs!
- Helpdesk
- Personal computer, server, and network support
- Cloud services
- Cybersecurity products and services
- Backup services
- 24×7 system monitoring
- Robust monthly reports on all IT activity
- VOIP solutions
| Plan Types | Break Fix | Bronze | Silver |
|---|---|---|---|
| 24×7 Service Availability Monitoring | — | — | ✓ |
| Unlimited remote break/fix and helpdesk incidents during covered hours | — | — | ✓ |
| Application Support | — | — | ✓ |
| Hardware Support | — | — | ✓ |
| Operating System Support | — | — | ✓ |
| Cloud/Online Service Management/Support | — | — | — |
| Unlimited On-Site Support Standard Business Hours | — | — | — |
| Emergency After Hours Support 24x7x365 | Additional fee* | Additional fee* | Additional fee* |
| Hourly fees for services outside plans | Additional fee* | Additional fee* | Additional fee* |
| On-site visit charge | Additional fee* | Additional fee* | Additional fee* |
| Patch Management | — | ✓ | ✓ |
| Disk Drive Space Monitoring | — | ✓ | ✓ |
| Performance Monitoring | — | — | ✓ |
| System Log Monitoring | — | — | ✓ |
| Application Log File Maintenance | — | — | — |
| Asset Management | — | Additional fee per asset/month* | Additional fee per asset/month* |
| Managed Endpoint Protection | — | — | ✓ |
| User Account Administration (Network and Server) | — | — | ✓ |
| Security Administration (Network and Server) | — | — | ✓ |
| Comprehensive Email Security Services and Advanced Threat Protection | — | — | — |
| ISP Laision | — | — | ✓ |
| 3rd Party Vendor Laision | — | — | ✓ |
| Router Management | — | — | ✓ |
| Firewall Management | — | — | ✓ |
| VPN Management | — | — | ✓ |
| Wireless Management | — | — | ✓ |
| Switch Management | — | — | ✓ |
| Printer Management | — | — | ✓ |
| Assigned CTO | — | — | — |
| Scheduled CTO calls | — | — | — |
| Purchase Support | — | — | — |
| Project Research and Proposals | — | — | — |
| Operations Manual | — | — | ✓ |
| Disaster Recovery Planning | — | — | — |
| Server Disaster Recovery Testing | — | — | — |
| Annual Technology Plans | — | — | — |
* Fee varies according to selected plan.
Hours of Operation
- Monday – Friday, 8:30 AM – 5:30 PM
– Extended Business Day hours are available for the Silver package for up to 11 hours
– Greater than 11 hours past the traditional Business Day hours requires the Gold package, which falls under Information Technology Services Management (ITSM)
- You can choose your business day window (8 AM – 5 PM, 9 AM – 6 PM, etc.)
- Emergency service is available 24×7
- Most scheduled service and maintenance is performed after-hours and not subject to additional charges or fees (Silver, Gold, and Platinum Plans)
