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The Way Managed Technical Support Should Be!
cost conscious solutions for your school
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I wanted to take a moment to thank you for all the hard work your team has been doing for our school. We know we can be demanding at times but Team TK is always 2 steps ahead...
Gay Johnson-Huffman - County Christian School
Every year your team consistantly brings value to our schools. Our productivity has never been better and the kids love the computer labs...
Sylvia Shenk, Village Green Day School
Schools demand a lot from technology yet rarely have the budget to adequately support their needs. From administration and executive staff to the teachers, library and computer labs it always seems like someone is experiencing a problem. The costs associated with support are sometimes equal to the purchases themselves but without it, your staff’s productivity and sometimes even the schools viability are adversely affected.
The public school systems have an enormous IT staff including multiple levels of management, network engineers, server specialists and computer technicians. In many cases, outsourcing those needs could be more cost effective and promote greater technological advancement which helps both the school budget and the students.
Tech-Knowledgy Services can provide the true level of management, oversight, decision making, procurement, vendor contract negotiations, and technical support your school needs without any of the HR burden and expense. Our fix-cost contracts make IT support easy to budget and you get the same if not a better level of efficiency than with a full-time staff.
Regardless of the size of your school, the funding source (private, charter, public) or the grade level (PreK-Post Grad) we can show you how to save money on IT to use where you most need it. We’ll help suggest single and multi-year initiatives, create user policies for staff & students and work with you to determine the best strategies for web content filtering, data security, online backups, and all other concerns.
There has never been a better time to consider the cost savings of local outsourced IT. Even if your organization provides “corporate support” from another state or region, we can respond faster and work with them in a supplemental or auxiliary capacity. As critical as your systems are to your school’s success, there is no reason to have to wait for support any longer.
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The Way Managed Technical Support Should Be!
Our Best Effort Response Guarantee
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Our hours of operation are Monday-Friday, 8am-6pm Eastern Time excluding the following holidays:
New Years Day (Jan 01), Memorial Day, Independence Day (July 04), Labor Day, Thanksgiving Day & Christmas Day (Dec 25).
We provide priority support to all clients under contract which means when you experience a problem we will do everything possible to assist in the most reasonable timeframe. While we will do our best to exceed our response timelines, we offer the following as our best effort guarantee.
Emergency / After Hours (Outages affecting a large percentage of staff)
Call (703) 636-0516 and ask to speak with the Business Support Manager, your Point Of Contact. If after hours, press (9) to page an on-call technician
Confirmation Response: We will respond within 1 hour of receipt of the page
Remote Response: We will remote your systems to begin troubleshooting within 1 hour from our confirmation
On-Site Response: If applicable, we will be on-site within 4 hours from our confirmation
Critical Request (Single User Emergency, Multi-User Critical Problem)
Log-In to our TK Helpdesk Client Portal and enter a service ticket which you can manage / view status from start to finish.
then Call (703) 636-0516 and ask to speak with the Business Support Manager, your Point Of Contact.
Confirmation Response: We will make our best attempt to resolve the issue on the same business day however if the repair exceeds our business hours, we will provide you a status and give you priority scheduling on the next business day.
Standard, Scheduled Support (Typical Requests for Service)
Log-In to our TK Helpdesk Client Portal and enter a service ticket which you can manage / view status from start to finish.
Confirmation Response: We will respond within 8 business hours of receipt
Remote Response: If applicable, we will remote your systems within 8 business hours from our confirmation
On-Site Response: If applicable, we will be on-site within 16 business hours from our confirmation or as scheduled
Projects & Maintenance (Software Updates, New System Migrations, Annoyance Resolution, etc...)
Log-In to our TK Helpdesk Client Portal and enter a service ticket which you can manage / view status from start to finish.
Confirmation Response: We will respond within 8 business hours of receipt
Scheduled Response: We will schedule a remote session or on-site visit when applicable.
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The Way Managed Technical Support Should Be!
Fixed-Price Contracts = Budgetable Piece of Mind
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Tech-Knowledgy Services provides experienced technicians with exemplary customer service and one of the best (fastest) response models in the industry. We are constantly adapting to our client’s evolving needs and utilize the best in industry tested tools to improve our efficiency. Our revolutionary support model and flat-rate, all-inclusive, annual support contracts ensure you never have to worry about the hourly cost of repair.
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Computer Management
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Monthly
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Any system operating on a client-class Windows or Mac operating system
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On-site
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$69.00
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A computer, within our service area, that could require on-site support
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Remote-Only
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$39.00
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A computer, outside of our service area, that can only be supported remotely
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Server Management
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Monthly
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Any system operating on a server-class operating system
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On-Site
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$349.00
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A server, within our service area, that could require on-site support
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Remote-Only
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$199.00
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A server, outside of our service area, that can only be supported remotely
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Server-Based Application
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$75.00
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Any application, database or program that is installed on a server for end-user access
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Infrastructure Management
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Monthly
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Contract Administration & Management (Mandatory for all contracts)
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Admin Only
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$99.00
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Basic documentation, trouble ticket management, asset tracking & product proposals
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Manager
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$299.00
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All admin only functions plus network mapping & strategic planning
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Non-Contract or Project
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Hourly
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Support provided without a contract or outside the contract's scope of work
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On-Site Computer
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$139.00
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A computer, within our service area, that requires on-site support
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Remote-Only Computer
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$100.00
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A computer that requires remote support
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Server Support
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$179.00
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A server-class system that requires remote or on-site support
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Consulting
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$175.00
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Strategic planning, customized best practice policies & short-term consulting
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Emergency
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$225.00
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After hours or emergency services for clients not on contract. $225 Flat Fee + Normal Hourly Rate
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Hybrid Contract (30/20)
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30% Discount off the total contract / 20% Discount off the regular hourly rate for projects
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Providing The Technical Solutions You Need And The Customer Service You Deserve
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The Way Managed Technical Support Should Be!
What You Can Expect
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Tech-Knowledgy Services provides experienced technicians with exemplary customer service and one of the best (fastest) response models in the industry. We are constantly adapting to our client’s evolving needs and utilize the best in industry tested tools to improve our efficiency. Our revolutionary support model and flat-rate, all-inclusive, annual support contracts ensure you never have to worry about the hourly cost of repair.
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We provide complete support of your computer systems. Since our contracts are fixed-price, you can request help anytime you need it. We encourage our clients to tell us about those pesky annoyances before they become bigger problems. We can resolve about 40% of all requests remotely but when an on-site visit is required, we’ll be there.
We support every aspect of your computer from fixing or replacing hardware and making necessary upgrades to improve performance to installing and updating applications. Tune-ups, virus removal, and even basic training on popular software is also included.
We also provide limited support of most Smartphones & PDAs to ensure email, contacts & calendar functions are synchronizing in real-time, and that file sharing with the computer works properly.
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Server Management encompasses your entire network from the firewalls, switches and backup devices to the servers themselves. We ensure everything is working optimally and that all necessary updates or patches are installed to keep your data safe.
We provide basic monitoring services to let us know if your servers lose connectivity to the Internet and we get alerts if your backups fail. We are also routinely checking on available drive space, memory usage and manual verification of backup logs.
In addition to ensuring your systems are working properly, we also take care of all your account administration from password resets and adding new employees to setting specific file permissions and enabling all network resources to access data appropriately.
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In addition to supporting your computers, smartphones, servers, firewalls, switches, backup systems and other network devices we also help you manage the overall infrastructure needs of your organization.
We begin by providing basic documentation of passwords and account information for every network resource and application. We provide a web-based portal for you to open, view, modify and get status of trouble tickets. We can also perform an automated asset inventory of every resource on your network and create proposals for products we recommend when necessary.
One of the many things that set us apart from other computer support companies is that we become an extension of your business and help with strategic planning, annual or multi-year technology initiatives and we’ll even help you create policies and procedures based on industry best practice.
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Many computer support companies perform work under a T&M (Time & Materials) model vs fixed-price because their primary concern is profiting on every hour spent. Our primary concern is being as efficient as possible to resolve problems, maintain systems and protect your organization. Our fixed-price, annual support agreements alleviate our burden of per task time keeping, job costing, random billing and other administrative overhead which allows us to focus our resources on simply being a better support company.
We build long-term relationships with our clients and are continually reinvesting into our staff, resources and tools to make every aspect of your experience with us positive and memorable. We know that the best way for us to grow is from your word-of-mouth referrals which we strive to earn every day.
For first-time clients and project work we do offer an hourly rate for technical support however we’re confident that once you've used our services, you’ll want to employ us as your turn-key, outsourced IT solution and benefit from a planned, budgetable, fixed-cost contract.
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Hybrid Contract (30/20) - (30% Discount off the total contract / 20% Discount off the regular hourly rate for projects )
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Since we require all recurring support to be on contract and recognize that budgetary considerations differ from organization to organization, we’ve created a hybrid model. Essentially, it allows the same all-inclusive support of your computer systems, network maintenance and server administration as well as basic documentation, ticket tracking, and asset management at a 30% discount. Under this agreement, all software upgrades, system implementations, server migrations, or repairs requiring extensive labor (of more than 2 hours) will be billed as project work with a 20% discount off the applicable hourly rates.
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