Information Technology Consulting & Support Solutions
At JPMerc & Co., our Virtual IT services are based on three important principles.
- To compete in today’s information-driven economy, small and medium businesses (SMBs) require systems that are as powerful and reliable as those of their larger competition.
- We recommend solutions to address business problems as opposed to technology for its own sake. In other words, we don’t sell you what you don’t need.
- Long-term relationships with our clients are more important than short-term sales.
COMPREHENSIVE IT ASSESSMENT
Every new client relationship begins with a Comprehensive IT Assessment. During the Assessment, we use a series of technical tools, observations and interviews to gather the information necessary to manage and support your needs. This information culminates in a comprehensive written report that is reviewed with your team and includes short-term and long-term IT planning recommendations. This report serves as the first draft of your organization’s IT Strategic Plan.
STRATEGIC PLANNING & CONSULTING
With ongoing IT strategic planning, we conduct periodic reviews to update the IT Strategic Plan and ensure that it is in continual alignment with your company’s business goals and objectives.
We meet with you on a regular basis. The frequency of the meetings is tailored to each client’s needs. During this meeting, we discuss the current state of your network and systems, any concerns that exist, and update project plans, timelines, and action items accordingly.
MONITORING & MAINTENANCE
At the cornerstone of the Virtual IT Department Program is the goal of preventing problems from occurring and/or minimizing their impact. We monitor critical systems and look for any signs of trouble. In addition, we perform a comprehensive battery of preventative maintenance tasks, such as: patch management (a.k.a. software updates), antivirus and spyware management, backup management, and more – all in the name of preventing problems and maximizing uptime.
When users need help, contact our support team. Support is unlimited (no hourly or per incident charges) so users can and should contact us whenever they need help. Standard live helpdesk hours are 8:00 AM to 6:00 PM eastern time.
JPMerc offers the following modes of support:
We always begin by attempting to resolve issues remotely, as this is typically the most expedient path to resolution. The majority of calls during live support hours are answered immediately with the remainder returned within 15 minutes.
Live Support & Helpdesk Hours
Helpdesk calls are answered live by default on weekdays (excluding holidays) from 8:00 AM to 6:00 PM eastern time. Extended Hours Live Helpdesk Support, which prolongs live answer hours until 8:00 PM Eastern (5:00 PM Pacific), is also available for an additional charge.
24 X 7 Emergency Support
Emergency callback support is available at no additional charge for urgent issues that occur outside of live support hours and that must be addressed prior to the following business day. Callback is typically within 30 minutes (2-hour guarantee).
Remote support is typically the most efficient method of problem resolution. However, if we are unable to resolve the issue remotely, we will dispatch a qualified IT professional to the site to rectify the situation (when onsite support has been selected).
Ticketing System / Closed Loop Communication
All issues are tracked in our best-of-breed incident ticketing system. This ensures that once an issue is reported, it will be followed through to resolution. Users are continually updated via email as to the status of their open tickets and can add to it simply by responding to the email. This meticulous tracking system also enables us to find patterns which assist in planning and budgeting.
The Virtual IT Department Program is designed to keep your IT systems and the people who use them working as designed. Deploying significant new technology and/or expanding the capacity of the environment is considered project work (as opposed to maintenance and support). Examples of projects outside the normal scope of work might include deploying a new server or rolling out a new companywide application.
Projects (including special consulting engagements) are always quoted in advance and agreed to by the client prior to the commencement of work (so unlike some IT firms, you will never receive a surprise invoice from JPMerc).
HARDWARE & SOFTWARE
JPMerc does not sell hardware or software directly. As your Virtual IT Department, we work with you to determine requirements and to obtain competitive pricing on your behalf. By not profiting form hardware and software sales, the temptation to "upsell" is removed.
JPMerc is prepared to work with all third party vendors and/or developers (including cloud based application and software vendors). We take ownership of all issues and work with vendors to resolve problems.