How do you work with my IT department?
If you are a small-medium sized enterprises where IT infrastructure is typically maintained by internal staff, we work with your internal IT staff member(s) to understand your business and then provide suitable as well as economical solutions, keeping in mind your future business objectives. We believe that our practices are such that they prove effective in terms of freeing up internal staff for more strategic projects. For other smaller companies, particularly those with no particular individual responsible for their IT functions, there can be substantial overlap, and therefore it is critical to establish responsibilities for and the objectives of IT.

 

How is your service delivered?
According to our experiences so far, we can resolve many issues remotely by establishing a secure connection to your systems; however, if there is a need for on-site presence, we are prompt to arrange that as well. We believe in nurturing our business relationships and typically visit sites to meet with principals on a regular basis.

 

What are Managed Services?
Managed Services are the consistent support provisions that are intended to benefit you as if you were to have your own IT department, but without the costs of actually having and maintaining one. It‘s like having your own virtual IT services department, but in the name of Synditech Solutions. Managed Services are often referred to IT services, such as network security management, that are delivered on an ongoing basis. Such services can be delivered via the Internet or on-site (based on one’s requirements) and are aimed to fill in the gaps that exist in an enterprise lacking internal IT resources and a clear vision going forward.

How will Managed Services benefit my business?
Instead of working with multiple vendors to evaluate, acquire, deploy, and support technology, you have one company to handle all of your computing needs. Synditech takes ownership of the entire computing lifecycle for one low monthly payment and gives you one point of contact. This allows you to truly use IT as a competitive tool by deploying the latest technology rapidly without large infrastructure costs. The headaches of managing your computer systems and networks are eliminated so you are free to focus on your business strategies.

 

What hours do you provide coverage?
We monitor your mission critical systems 24/7/365. Site visits are arranged during the week between 0900 – 1600 hrs PST and helpdesk support is provided from 0800 hrs until 1800 hrs PST on weekdays.

 

Do I need to locate my servers in your facility?
This is not necessary or required. The equipment can remain in your office or in any location/facility you choose.

How does billing work?
Our services are based on a contract (which we thoroughly discuss and negotiate based on your needs) and delivered for a fixed fee per month, based on your equipment, so that your costs scale in direct proportion to your business. Hourly consulting is also available for various short term projects you may wish to undertake. Contact Us to learn more.

What types of support plans do you offer?
We offer a wide variety of managed services to choose from. They are all listed in the services section of this website. You can also look at our service plans by clicking here.

 

What is the response time?
Depending on the method used to contact us (E-message/telephone), we are typically able to respond within 20 minutes or less. For helpdesk support, in most cases, the response time is less than an hour.

What software do you support?
We support the Microsoft Office suite of applications as well as the Windows, OS X and Linux operating systems. Detailed list of supported applications (other than the ones listed) is provided upon your contract planning and negotiation.

How do you handle hardware support?
Many of our customers have hardware support contracts for their IT equipment from the manufacturer that provides next day hardware support for up to 3 years. In a situation where we've determined that hardware support is needed, we'll escalate the service ticket to the correct vendor on your behalf and handle the incident through to resolution. In cases where equipment nears the end of its industry standard lifecycle, we recommend to replace such legacy type equipment. We understand that there may not be investment strategies in place to keep up with hardware replacements and until funds are available from your end to take such action, we will continue to support your older equipment while helping you plan for technology enhancements in the future.

 

I'm not familiar with having IT services delivered remotely. How does it compare to on-site support?
Remote support ends up being far more proactive by making use of our monitoring software and reporting systems. We have been supporting our clients this way since we started and have found that we are able to resolve a vast majority of non-hardware issues this way. It ends up being very functional for you and helpful to us.

 

Are there security risks to receiving remote support?
We do not require you to open any additional ports in your firewall; your network’s security is our primary concern once we’ve forged a business relationship with you. We use applications that allow us to share control of your PCs and servers as though we are sitting right in front of them. For any equipment to be accessed remotely, you must always authorize us to take control each time, so you can be assured that we aren't doing anything you aren't able to sit there and watch. We use standard username and password credentials, and this will be evident in the logs that you can check anytime you wish.

How is the implementation process performed?
Once planning is complete, we will procure the necessary equipment for the implementation. Based on product and Internet access availability, we will coordinate an implementation date with your management and technical personnel (or whomever happens to be in charge). Once the equipment is tested and configured, we will handle the installation in conjunction with a designated member of your staff. After our installation professionals have your environment in place, they will test to ensure that it is working correctly. If it is included in your service, we will migrate data from any previous PCs or servers. The final step is to train your users on the new support system.

What else is included?
In addition to the day-to-day support, we also provide you with longer term strategic planning advice. Our consultants are able to do this, because they've taken the time to understand your business and have a lot of data at their disposal about past resource utilization.

What is a Network Operations Center (NOC)?
A NOC is our base station consisting of computers, servers and resource personnel that are all focused on just one thing: proactively monitoring our customer's IT infrastructure and looking for problems to solve. So, instead of spending time driving all over town for unnecessary site visits, we invest that time in bettering our service to you.

What Makes Synditech different than my current IT Support?Why should I choose Managed Services instead of a traditional hourly consulting service?
Hourly support puts all the "time and expense" risk on you. Managed Services places all that risk on us and actually ends up being cost effective for you. The biggest problem with hourly support is that it's generally delivered on a reactive basis, and when it is being delivered, you are often paying the consultant to first discover what the problem is and then to solve it. We have contemplated this a lot, before designing our solutions and there are good reasons behind everything we do.

 

How will working with Synditech make my company better?
In business these days, technology can make a significant improvement if used correctly; however, most executives don't have sufficient time to be able to research all the latest technologies in the marketplace. That is where we come in. Because Synditech manages various different IT environments, we are faced with the task of learning about many different types of technologies on an ongoing basis. This process constantly improves our collective knowledge - knowledge that we can then share with our customers. The effective use of technology can make the difference between leading the pack and chasing it.