We start our onboarding process immediately after formalizing our new partnership. This process is important because it clarifies expectations, establishes accountability, deepens our relationship and ensures a successful implementation of our best practices. At this stage, we spend 100-150 man hours to complete 5 phases outlined below. We only charge a flat fee of $2,500. This is our way of demonstrating commitment to the success of your business technology from the first day.
Proactive technology management results in all the different tools we deliver from our office over the Internet to our customers all managed by our team to automate processes and best practices. Ultimately our goal is to centralize services to deliver global tasks in a common way to achieve efficiency and growth. As a basic example we tell people this: patch management tends not to impact your business. However, these are technologies that need to happen behind the scenes, sort of like plumbing in a house — you need to have it. We solve all of those basic problems for you. Moreover, we are constantly developing and maintaining automated routines to relieve our other team members from mundane tasks. Similarly, we review service tickets weekly and look for ways to automate common problems around that. In the MSP industry, we refer to some of our tools as RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) systems. We have a whole slew of other tools we use as well such as Antivirus, Antispam, backups, desktop optimization, hosted Exchange, web hosting, cloud storage, virtualization, etc. We essentially hand out our bag of goodies and integrate all the tools necessary to make your I.T. environment run properly.
BACKUP DISASTER RECOVERY
Backup Disaster Recovery (BDR) can be complex to implement depending on the nature of your business. We ease this complexity and help you get started by including backup protection for your Servers. This has a one-time cost, but we manage, maintain and monitor the Server backups in our cloud for no additional cost. This is our phase 1 protection plan. From experience, a complete disaster recovery solution has 4 phases and we implement these over time based your goals and expectations – we will partner to define things or events your business considers a disaster, and establish what successful recovery looks like. The odds a business owner declares a disaster is low, but we make sure our customers are prepared, have peace of mind, and can recover their data and systems
Our network administration role is key to our overall success, one that allows us to achieve proactive and predictable results for our customers. From a 30,000 ft perspective, we provide unlimited access to our network admin resources who are available any time in addition to a full day onsite each month fulfilling responsibilities. If we dive deeper into the role, we uncover facts on how true proactive network administration is the engine behind world class results. We do this by being able to manage technology standards across our client base to drive down noise to increase value and our belief system. This ensures we can keep I.T. systems running smoothly without interruption which saves our customers money.
It all starts with our onboarding process. We perform a health assessment that shows us the truth about the I.T. systems and what impact this has on our customer. From the beginning, we know what is wrong and communicate that effectively so we can decide what is the most important issue to minimize fire drills. In other words, we bring problems out into the open and work diligently to align our standards with your environment. Our network administrators work with all of our other team members as well to address tickets with the support team, give insight to the technology consultants, and assist with technology decisions when preparing quotes for a project. This is a dynamic service delivery role, but we make it simple so we can understand what is really going on and adapt to your culture. Our goal is to build a transparent relationship with our customers so we can help make the I.T. environment healthy.
We have no automated answering system when you call our office. We answer our phones and return emails almost immediately. Our support desk coordinator has a dynamic and important role because this is most often the first person anyone talks to when calling Digux. We have a pre-defined process we follow to handle trouble tickets properly. You can send in a ticket by email, picking up the phone and calling us, or submitting it via our customer portal. Once the ticket is submitted our support desk coordinator captures the information, performs triage, sets expectations, either resolves or escalates the ticket, and continuously follows up with the customer to ensure everything was completely properly.
Behind the scenes our support desk has several other important responsibilities. Communicating with our other team members about progress on tickets and setting expectations. Also planning and executing our daily huddles, weekly & monthly meetings. We dive into metrics such as open/closet tickets, average response times, average resolution times, aging, etc. Our support desk spends most of their time working remotely so it’s essential all of our proactive technology tools are running properly.
Our Virtual Chief Information Officer’s (vCIO) role is to strategize with our customer by translating the technical conversation into a business conversation and making recommendations based on our best practices. During our onboarding process and as we maintain our customer’s environment, we use a software tool named myITprocess. myITprocess allows I.T. companies to design, implement, and manage technology best practices and show the business impact of alignment with their standards. The idea is that this software aligns our team and customers with our company way. This is a way for us to institutionalize our knowledge to consistently deliver effective strategy to our customers. If we zoom down into our internal processes, our ongoing rhythm consists of the network admins handing off their technical analysis to the vCIO who then reviews the report to assess business impact of the I.T. environment. Once this assessment is complete, we schedule a 2-3 hour meeting and take our customer out to lunch and discuss the top 3-5 issues that will impact their business eventually. During this meeting we present our strategy in clear business terms. We typically meet with our customer 3-4 times per year and sometimes more depending on the arrangement. None the less, our recommendations vary from a project to implement new technology, simple configuration change, change in how technology is utilized, or purchasing a warranty or service contract. Our strong belief is that developing and managing technology standards across our client base is the only way to drive down noise, increase the value to the customer, and build our belief system and this is why we dedicate our focus on this role ultimately resulting in proactive support.
Our project management role interoperates with all of our other roles in some way and has a specific technology lifecycle. For example, our vCIO strategizes and makes recommendations which ultimately results in a proposal. Our project team defines scope of work, the schedule, and implements the project. Then our customer support and network admin’s provide ongoing support for the new technology. As a simple explanation, we plan, design, implement, operation, and optimize our projects and work with all of our other team members to make the implementation a success. Over the years, we have found that logic, communications skills, details, organization, and managing expectations is key to project management. Furthermore, to assure predictability, our time & materials are a flat fee, similar to our ongoing services.