Helixstorm - IT Support

As a managed IT services client we'll make insights on your company's computer networks, servers and storage available to you on a quarterly basis. We'll also provide analysis and recommendations of where your data is at risk, ways to cut technology costs and how you can improve your environment. Our reports include asset discover, password and password policy strength, operating system status, antivirus and spyware updates, hard drive capacity, security gaps and internet provider speeds.

We have highly-skilled engineers managing our help desk during all business hours. To place a support ticket, simply call our support line and a representative will be with you shortly. We resolve 86% of issues on the first contact, have an average ticket response time of 20 minutes and an average ticket resolution time of 1.87 hours. Outside of office hours, our systems are monitoring your network 24/7 365 and alert us when there is an issue.

Break-fix IT support is when your IT provider only services your business if something breaks or goes wrong. Break-fix companies often work on an hourly basis, with minimal or no monthly retainer fee. Because they operate on an as-needed basis, break-fix companies offer the bare minimum IT service. They get paid to resolve issues, not prevent them from happening. Managed services providers are proactive. In addition to managing help desk requests, MSPs provide regular, proactive IT maintenance, including data backup and recovery, storage and cloud security. They often help configure your IT infrastructure to help you reach long-term business goals.

Your IT support contract should ALWAYS contain: 1.) What's included in your plan, 2.) Exclusions and 3.) Issue response and resolution time.

IT support costs vary depending on the firm's pricing model. There are several it support pricing models you may encounter. The "monitoring" model provides solely network monitoring and alerting services. Any extra services will be billed to the customer. The "per device" model is when a flat fee is charged for each device supported in an environment. For example, an MSP might charge $69 per desktop, $299 per server and $99 per managed network. A "per user" model is when a flat fee is billed per user each month. This fee covers support for all devices used by each end user. A "tiered pricing" structure builds bundled packages of services for customers. A bronze package might include basic remote support versus a gold package might include 24-hour support. The "all-you-can-eat" pricing model is the most flexible option. It provides all support for an entire organization for a flat fee per month.