However, during the learning process, and even after the learning process, our clients rely on us to help them when they feel they are in over their heads, or when they want to tap into a team-based strategy on particularly difficult projects, or to assist them during major installations and/or deployment strategies.

The Smart Approach:
We have found, through our own experience as well as by polling clients dissatisfied with network support companies, that the biggest problem with network support is a lack of policy, procedures, and strategy.  To overcome this, we have developed what we call The Smart Approach.

The following is our Support Policy. 

Strategy:
Our strategy is to help clients achieve independence of infotex or any third party in the infrastructure they use to process Information.  This is achieved by starting with reliable systems designed according to Best Practices.  We identify mission critical systems, ensure redundancy when possible, and train our clients on basic support as much as possible.  We document their systems and configurations and give them to our clients. 

Mobile:
Because our support “staff” is actually a support “network,” we must consistently strive to insure we are mobile, have secure remote access to mission critical systems, and communicate with each other via a variety of documentation methods.  Documentation is handled on the road via a shared online knowledge base, as well as in e-mail, not to mention existing inventory forms.  Secure instant messaging systems and conference calling are available for those challenging support problems.

Attentiveness:
Listen to the client’s needs.  We MUST pay close attention to communication with the client.  Documentation must reflect all detail.  Checking in and out is extremely important.  Keep the client informed with status information.  Time is of the essence.  Encourage the client to let us know as soon as possible when they have a problem.

Role-based: 
It is very important that we quickly determine the best consultant to assign to the task so that we provide the best value for our clients.  It is imperative that we share with the client the various roles (facilitator, assessor, engineer) that we play.  The client must know where we are in the troubleshooting process.  Be sure the client knows that we have a test server in our office . . . we often work on problems off-site.  Don’t forget about our spares.

Troubleshooting:
We are about options.  We know when to say “I give.”  We know what we don't know.  We are not afraid to call a more experienced technician, consult knowledge-bases and our documentation, or the manufacturer for assistance.  We follow this process:  Assess, Research, Collaborate, and THEN Implement.  We do not trial and error; we troubleshoot.  A note about collaborating:  be sure the client realizes that just because we are off-site doesn’t mean we are not working on their problem.

Contact:
IPS NOC:  (866) 679-5177  

E-mail NOC:  noc@infotex.com

Please use emergency numbers for emergencies. 

Otherwise, call us at (800) 466-9939 or (765) 236-2323!