From Chromebooks To Smart Boards
Device Support And Management
Keeps Your School Running.
KEEP YOUR SCHOOL’S DEVICES OPERATING WITH DEVICE SUPPORT AND MANAGEMENT
Your school’s staff, students and teachers all rely on a number of devices every day. From laptops, desktops, Chromebooks and tablets to projectors, Smart Boards, printers, copiers and phones, devices are the cornerstone of your users’ technology.
In order to keep your charter school running smoothly, we provide a comprehensive device support and management program. Our support program provides break/fix services, either directly or through the vendor.
Additionally, support includes an annual reimage of staff computer devices and, as needed, a reset of student computer devices.
How it Works
- The user submits a help desk ticket.
- Within five minutes, an IT resource is assigned and the user receives an email acknowledging the issue with a ticket number assignment.
- Performance is measured against this benchmark and data is shared at the monthly strategic meeting.
- Within 15-20 minutes, the user receives a solution or path to a solution.
- Performance is measured against this benchmark and discussed at the monthly strategic meeting.
- If possible, issues are resolved within 24 hours. This benchmark is also measured and discussed at the monthly strategic meeting.
- Resolving issues within 24 hours may depend on user response or availability.
- Replacing or repairing a device may take longer than 24 hours, usually between a few days and two weeks depending on the vendor.
- To ensure users have access to devices, schools should have an inventory of spare devices to be loaned when needed.
- The management program works with the support program to ensure necessary upgrades and maintenance are performed regularly.
- Regular maintenance reduces breakdowns and associated costs.
- The support team is available 24/7/365 for all tiers of support.
- Annual reimage of staff computer devices and reset of student computer devices are performed during school breaks, usually over the summer break.
- Updates are implemented as they are validated and pushed out as required by third-party software.
- Upgrades and maintenance are constantly evaluated.
- Regular maintenance is essential in preventing breakdowns and reducing associated costs.
Like with network monitoring and support, our team is available 24/7/365 for all tiers of support. That effort is led by our on-site resource, the Client Account Manager (CAM). They are responsible for ensuring all open tickets and tasks are completed, whether they take care of it themself or the remote team handles it.
This process ensures that the right resources are called on to address all issues quickly, preventing downtime and disruption.
Voices of Satisfaction
Is It Time To Improve Your Device Management?
Work with our team of IT experts to better support and manage all your device upgrade and maintenance needs.
CREATING PROACTIVE MAINTENANCE AND MANAGEMENT
Our management program works with the support program, ensuring necessary upgrades and maintenance are performed on a regular basis.
This regular maintenance reduces breakdowns as well as maintenance and replacement costs. Like with network monitoring and support, our team is available 24/7/365 for all tiers of support.
We perform an annual reimage of staff computer devices and, as needed, a reset of student computer devices. This will occur during school breaks, usually over the summer break.
Additionally, we will implement updates as we validate them, and we also push out updates as required by third-party software to work properly.
We are constantly evaluating what upgrades and maintenance are required. While this work is sometimes disruptive, it’s important to note that regular maintenance prevents and reduces breakdowns as well as maintenance and replacement costs.
HOW OUR HELP DESK PROCESS WORKS
A key part of our support program is our help desk system.
Here’s an overview of how it works:
- After submitting a help desk ticket, the user receives an email acknowledging the issue with a ticket number assignment and an IT resource is assigned within five minutes. We measure our performance against this benchmark and share this data at the monthly strategic meeting.
- The user then receives a solution or path to a solution within another 15 or 20 minutes. This is another benchmark we measure performance against and discuss at our monthly strategic meeting.
- Then, while acknowledging that some issues will take longer to solve, we strive to fix as many issues as possible within 24 hours. This is another benchmark we measure performance against and discuss at our monthly strategic meeting. Resolving issues within 24 hours often relies upon response or availability from the user.
- If a device needs a replacement or needs to be sent back to the vendor for repair, that would take longer than the 24-hour period. The time to replace or repair a device usually takes between a few days and two weeks – all depending on the vendor. We understand that users, including students, can’t go that long without devices so we recommend that schools have an inventory of spare devices to be “loaned” when needed.
SUPPORT, MANAGEMENT LEAD BY CLIENT ACCOUNT MANAGER
Like with network monitoring and support, our team is available 24/7/365 for all tiers of support. That effort is led by our on-site resource, the Client Account Manager (CAM). They are responsible for ensuring all open tickets and tasks are completed, whether they take care of it themself or the remote team handles it.
This process ensures that the right resources are called on to address all issues quickly, preventing downtime and disruption.
How it works
- The user submits a help desk ticket.
- Within five minutes, an IT resource is assigned and the user receives an email acknowledging the issue with a ticket number assignment.
- Performance is measured against this benchmark and data is shared at the monthly strategic meeting.
- Within 15-20 minutes, the user receives a solution or path to a solution.
- Performance is measured against this benchmark and discussed at the monthly strategic meeting.
- If possible, issues are resolved within 24 hours. This benchmark is also measured and discussed at the monthly strategic meeting.
- Resolving issues within 24 hours may depend on user response or availability.
- Replacing or repairing a device may take longer than 24 hours, usually between a few days and two weeks depending on the vendor.
- To ensure users have access to devices, schools should have an inventory of spare devices to be loaned when needed.
- The management program works with the support program to ensure necessary upgrades and maintenance are performed regularly.
- Regular maintenance reduces breakdowns and associated costs.
- The support team is available 24/7/365 for all tiers of support.
- Annual reimage of staff computer devices and reset of student computer devices are performed during school breaks, usually over the summer break.
- Updates are implemented as they are validated and pushed out as required by third-party software.
- Upgrades and maintenance are constantly evaluated.
- Regular maintenance is essential in preventing breakdowns and reducing associated costs.
Like with network monitoring and support, our team is available 24/7/365 for all tiers of support. That effort is led by our on-site resource, the Client Account Manager (CAM). They are responsible for ensuring all open tickets and tasks are completed, whether they take care of it themself or the remote team handles it.
This process ensures that the right resources are called on to address all issues quickly, preventing downtime and disruption.
Voices of Satisfaction
Is It Time To Improve Your Device Management?
Work with our team of IT experts to better support and manage all your device upgrade and maintenance needs.
