Systems24 has been providing full, remote cover for pilot customers
for more than 3 years. This has enabled us to streamline our processes
to ensure we meet the following goals.
1. To provide fixed cost support for customers (Insurance
plan).
2. To deliver processes that focus on both the client's and Systems24's
needs to reduce costs, increase user satisfaction,
and eliminate employee downtime.
The following details the approach of Systems24 and compares it
to that of a local IT support provider in dealing with a routine
maintenance issue.
Local Systems Company
1. You contact your local systems company, advise them
of the problem and approve an emergency site visit.
2. The local company schedules a visit; for the following
day.
3. In the morning they inspect the computer and determine
that the hard disk is faulty.
4. They contact the hardware vendor for a replacement. Unfortunately
they will have to return when it arrives to complete the
re-installation.
Total downtime for User: Up to 5 business days
Cost to Company: 2 site visits, with minimum call out
of 3 hours, 6 hours at US$200 an hour, US$1,200
Systems24
When contracting with Systems 24, we ensure that you have
two spare low-cost, low-spec machines installed and connected
to the network at all times. When contact is made with Systems24
via one of the four communication channels we provide we
will-:
1. Evaluate the problem based on information provided and
our investigations online.
2. Reach a decision that it is probably a hardware problem.
3. Request the user to logoff their workstation.
4. Systems24 connects online to one of the spare machines
and alters the set-up for that user.
5. Systems24 instructs the user or co-ordinator to move
the spare computer (CPU only) to the desk at which the faulty
machine is sited and swap the two units.
6. Systems 24 requests that the co-ordinator sends the faulty
computer back to the hardware vendor requesting it to be
fixed or replaced (We recommend all clients sign up for
3 year warranties on their systems).
7. On return of the faulty computer Systems 24 reinstalls
all software and user details.(In network mode[link to press
F12 within "How Do We do It new staff])
8. The user or co-ordinator swaps the CPU back and continues
working.
Downtime for User: 15 minutes
Cost to Company: $0 (we have a contract for fixed unlimited
support with Systems24)
A major flaw with the traditional support model is that the company may pay even though they are under warranty on the hardware. Systems24 puts a virtual team of experts in your office to ensure that this does not happen. Our solution has been designed to remove any overlap between your hardware warranty and systems support. As Systems24 is a support company and not a hardware repair company you need not pay for unnecessary on site visits.
The above scenario demonstrates how the Systems24 process is about keeping the user working. If Systems24 detects a hardware problem we will advise you to return it to the manufacturer who can fix the hardware, we worry about the software. With Systems24 you not only incur a single (monthly) charge but we can greatly reduce downtime and inconvenience as well.
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