I want a trustworthy team of professionals in Managed Services & Managed Security to completely protect my business
We currently have an IT staff, but am looking for a reliable backup for them and to add premium IT Security to our organization
Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions in order to improve operations and cut expenses. It is an alternative to the break/fix or on-demand outsourcing model where the service provider performs on-demand services and bills the customer only for the work done.
Under this subscription model, the client or customer is the entity that owns or has direct oversight of the organization or system being managed whereas the Managed Services Provider (MSP) is the service provider delivering the managed services. The client and the MSP are bound by a contractual, service-level agreement that states the performance and quality metrics of their relationship.
One common annoyance many people have when calling for support is having to explain their issue several times to different people. They initially go through the problem description with whoever answered the phone, then they get transferred to someone else, and have to go through the whole explanation again. Furthermore, this can happen several times in a given day, week, etc.
It’s important to have a system in place that mitigates the need to “bounce people around” to different technicians. Having a dedicated representative can solve the issue for existing customers. For new ones, it’s important to have knowledgeable team members manning your customer support line.
There are a lot of moving parts to keep your technology up and running efficiently. This includes proactive maintenance, cybersecurity assessments, and anticipating customer needs. When MSPs don’t do this, and customers must call to ask why an important patch hasn’t been installed yet, it can lead to clients jumping ship.
Using one fluid system that connects the RMM part of your managed support to the customer part (PSA) allows you to better automate processes and notifications to clients that a particular activity either has occurred or is coming up on a certain date.
Better customer communications make it easier for us to stay proactively on top of your technology systems.
One of the biggest pet peeves customers have with IT businesses is a slow response time. When someone is either looking for someone to repair their computer or has a server down and is calling for help, time is of the essence. Just 20 minutes can seem like an hour when systems are down, and expert assistance is needed.
82% of consumers expect an “immediate” response (which a majority describe as 10 minutes or less) when they contact a business for sales or support. We give you multiple ways to reach out for help, including a client portal, SMS, email phone or chat.
Unpleasant Customer Support Interactions
Nothing can put you in a bad mood faster than a seemingly indifferent IT support representative. Often, people are already frazzled or frustrated by a tech issue when they call you, so a rep’s job should be to ease the customer’s frustration and assure them that your team can help.
Well-trained representatives will understand the importance of always being friendly and positive, even in the face of a difficult customer call. Your hiring practices and customer representative training program will come into play here. It’s important to have both the right people connecting directly with customers and those that are knowledgeable and well trained.
It’s important to ensure that critical IT systems are always available to support core business functions, but maintaining IT systems with an in-house IT staff can be costly and leave you without expertise in the latest technologies. TeraCloud provides services to address your IT support needs.
Our Managed IT Services provide regular management of systems and networks that keep your PCs, servers and networks up and running, minimizing downtime and maximizing productivity. We’ll build the right managed IT service plan to optimize your business. We are you Virtual CIO, will work with you on budgeting and planning for growth. Click a topic below for a quick overview of the main benefits:
We love documentation! Everything we do, every PC, router, switch, service, password or system we manage is available to you in a secure portal 24×7.
A Web or App based dashboard will be customised for your organization. This provides an easy way to communicate, train and receive support from our support team. As a manager, it allows you to view quotes, invoices, the status of all your end users support tickets and much more.
We specialize in Insurance, Healthcare and Legal IT Managed services.
Utilizing the best of breed in security tools and our tested best practices, we harden your IT footprint, and reduce your risk.
We continuously teach your end users about threat recognition & prevention. We also offer application training, getting them to understand and learn how things like Microsoft Teams, SharePoint, Office and how Microsoft 365 can bring to business automation and organization efficiency.
Why choose TeraCloud as your Managed IT Services Provider? Just talk to our current clients (we’ll help you do that). We are laser focused on keeping all of your technology assets and systems running smoothly, so you can concentrate on running your business and not being the “IT Guy”.