Support

ATS Tech Solutions Inc. offers may support options to meet the needs of our customers. This list is not all inclusive so be sure to call our office to determine the type of support that is best for your company's needs.

Outsourced Support

The fully outsourced option is our highest level of support and consists of a flat fee, all-inclusive annual support agreement. The plan includes unlimited IT support for maintenance and monitoring of your existing IT infrastructure and optionally a set number of project hours per month for improvements to the IT infrastructure. Our clients generally prefer this arrangement because it is a true partnership. First, it allows us the freedom to take full responsibility for your IT infrastructure. Second, it offers a very predictable cost structure--you pay the same amount every month no matter how much support you require. Finally, there is a built-in IT strategy element which ensures you are getting the most out of your IT dollars. Just like most companies now outsource their payroll needs, increasingly companies are looking to outsource IT. Why? Frankly, small in-house IT departments are usually under-utilized and poorly managed. We have the expertise and cutting edge tools to manage your IT department professionally so you can focus on your business. You get better support, lower IT costs, improved reliability, and more productivity from your employees. The Outsourced IT option includes:

24x7 monitoring and maintenance of servers
Security updates, patching, and oversight of the backup process
Unlimited help desk support via phone, email, and instant messaging
Highest priority for your support issues
Emergency after hours, weekend, and holiday support
Monthly reports which include a listing of trouble tickets for the month
Regular, scheduled on-site visits
Annual IT Disaster Recovery Plan updates
Annual IT budgeting and project planning assistance

Service Contract

Our Proactive Service Contract plan is a discounted, monthly retainer for a set number of support hours per month. As we deal with IT issues throughout the month we track the time worked and deduct it from your monthly balance. You can check and adjust the number of hours at any time to fit your support needs. With this plan you get a higher level of support, more predictable IT support costs, and the flexibility to easily adjust the level of support you require from us. This option includes:

Monthly maintenance of servers
Security updates, patching, and oversight of the backup process
Help desk support via phone, email, and instant messaging
Higher priority for your support issues
Emergency after hours, weekend, and holiday support
Regular, scheduled on-site visits

Block Hours

The client purchases a block of hours at the same rate as the five hour per month contract rate. We sell time in blocks of five hours. The client can use their block time anytime and in any way they want! The hours do rollover until they are spent. Call for pricing.

On-Call Support

For a small percentage of our clients we provide hourly IT support on an as-needed basis. Often clients use this option during an evaluation phase before they decide to engage us for an on-going relationship. Brand new clients also use our hourly support when they need immediate assistance. This option is not as effective as our other support options because with the hourly model we are only called when there is a problem (often a crisis) so it tends to be very reactive. The reality is that the majority of IT problems can be prevented with a regular, proactive approach to IT support.

COMPARE SUPPORT OPTIONS

After-Hours Support

ATS offers support after 5PM EST Monday through Friday and on weekends. Call for pricing.