Our goal is to have our customers equipment and networks up and working 100% of the time. It is most likely not going to happen, however, it is a sincere goal. No internet outages, no equipment failures, no crashed hard drives, no slowing machines. Your business is most profitable when your technology is working smoothly, and we are as well.
In the old days (pre 2005), most IT Service companies worked on what we call a “break fix” model in the industry. Simply, if you had a computer problem, server crash etc. you would call the IT Service company and they would come out and fix what broke. It is a traditional model, however, there is no incentive to prevent future breaks, just fix the bare minimum until the next service call.
A Managed Services company like us works just the opposite. We agree to manage your equipment, networks, data etc. on a monthly basis. Many times we will proactively replace or repair equipment before it breaks if we notice it. It is in our mutual interest to keep your IT Infrastructure humming along in perfect order.
No IT Services company can give a 100% Service Level Guarantee or SLA in industry lingo in good faith. We know there are things beyond our control: Equipment breaks, hard drives fail, fiber cuts take down data and internet connections. Our job is to put plans in place for each client, so that when the inevitable happens, we can quickly restore service or switch to backup data centers, remote hot servers or begin restoration processes as soon as an issue arises.