EarthLink TechCare - EarthLink Business

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					EarthLink TechCare
Typical Business Challenges

      How do I reduce IT operating expenses without
      sacrificing services?

            How do I affordably support all my end-users
            technology challenges on a 24/7 basis?

                   How do I support the technology challenges of
                   my most demanding customers- our senior

                    How do I keep my mobile workers better
                    connected to our systems?

                     How do I get my limited IT staff refocused on
                     strategic revenue generating initiatives?

                   How do I reduce turnover of my
                   valued IT staff?

              How do I keep IT costs at a
              consistent predictable rate?
Business Trends Support Virtualization
  Dedicating Resources to the Value-Add…

“IT can no longer ignore the increasing clamor of requests to provide
access to corporate resources from smartphones, tablets and other
consumer-owned devices.”

   - Global Leader of Workplace Enablement Services, Accenture

“It’s generally accepted that ongoing IT operations consume 80% or more
of IT staff time leaving, no more than 20% of time for value-add project work.
This fact has always frustrated IT executives as well as their business peers
who continue to have more and growing demands.”

- Five Top Issues facing CIOs in 2012
 A Solution to These Challenges:
 Outsourcing solutions represent a very attractive
       solution for businesses of all sizes.

“With IT budgets relatively flat at most companies, and with
competitors fighting for every scrap of business, CIOs can no
longer afford to spend 70% to 80% of their precious funds
supporting and maintaining existing systems. They must shift,
permanently, a big chunk of their budgets into growth initiatives--
IT projects and programs that open new markets and drive new
business rather than just maintain the status quo.”

- Information Week
      Our Managed Help Desk Solution
EarthLink TechCare:
Delivers a customized world class IT care experience for your end-users
  that maximizes their productivity from the office, at home or on the road.
  This service is fully integrated into your unique IT environment and our
  North America-based certified professionals seamlessly resolve your
  end-users technology challenges, enabling you to refocus your internal IT
  resources to more strategic initiatives or add IT support without adding IT
                    EarthLink TechCare

Delivers value to your business:
• Keeping your employees productive in the office, at home and on the road
• Customized and scalable solution meets your current and future needs
• Peace of mind from a reliable experienced provider
• ~ 70% cost savings versus your in-house Help Desk expense
EarthLink TechCare - Features
  • Fully Outsourced & Managed Solution
     •   70+ Technical Experts Support full range of end-user issues
     •   No investments in capital, staff or training
     •   Best-in-class fully redundant telecommunications systems
     •   ITIL best practices – consistent high quality experience
     •   On-line reporting, statistics and client satisfaction reports

  • Flexible Service Offers
     •   Level 1 service with optional Level 2 services
     •   24/7 or 9/5 coverage options
     •   Flat rate per month based on number of seats
     •   Customized VIP support for key executives
EarthLink TechCare
• Custom Build
  •   You define end user requirements to be supported in your Level 1
      and Level 2 service
  •   You select from a menu of service components and add any other
      unique support elements desired
  •   We can support 3rd party and home grown applications
  •   We document your IT environment of networks, devices, printers,
      partners, applications, peripherals and VIPs
  •   We help you define escalation thresholds and processes for third
      party vendors, and we ensure a seamless handoff for end-users
  •   We help you create the process for ticketing standards and defining
      severity levels
EarthLink TechCare
• Experienced & Reliable
  • Supporting more than 1,000 businesses
  • Supporting more than 80,000 end users
  • Resolving more than 40,000 inbound incidents a month
  • Mature process – 17 years of experience
  • Supporting all types of businesses - from SMB to Fortune 500

• Responsive
  • 70% of calls reach a live person in less than 30 seconds
  • On average all calls reach a live person in less than 60 seconds
  • 70% of issues resolved and closed on the first call
EarthLink TechCare
 Our Competitive Advantages:
 • A customized solution fully integrated into your unique IT environment
 • Customized VIP support for key executives ensuring they have priority
   and special handling
 • Proven and mature process, more than 17 years experience
 • North America-based technical experts – an on-shore solution
 • Our technical experts are knowledgeable, courteous and diligent customer
   advocates empowered to solve issues and deliver a superior customer
Let EarthLink TechCare help you…
• Keep your employees productive in the office, at home and on the
  road around the clock

• Significantly reduce the costs of operating your in-house help

• Reduce IT staff turnover and keep them focused on strategic

• Achieve peace of mind knowing that your being supported by a
  reliable experienced provider
EarthLink TechCare

Level 1 & Level 2 Support Items

EarthLink TechCare
Level 1 support: sample list
• Workstation troubleshooting and triage
• Support for Windows based desktops and supported applications
• Support for custom/vertical applications if support documentation is
• Network/Internet connectivity issues
• Desktop peripheral hardware: Printers, Keyboards, Monitors,
  Mouse, Barcode readers, etc
• Basic “how to” questions
• Escalation
• Includes access to EarthLink portal for reporting
• Output to ticketing system, e.g. Autotask
• Connectivity, POS, OS, Remote Access, Peripherals, Spyware,
  Anti Virus, after hours answering service
 EarthLink TechCare
Level 2 support includes Level 1 plus issues that require remote
Connection to a server for resolution: sample list
  • Server based password resets
  • User add, moves, changes in Active Directory
  • User Administration of MS Exchange or hosted e-mail
  • Supported applications as defined during on boarding
  • Firewall troubleshooting (with documentation)
  • Server OS diagnostic and troubleshooting
  • The help desk will troubleshoot server operating system
    problems, document and recommend changes/patches

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