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What is your experience in providing Remote backup?

We have been utilizing image based backup solution for over seven years. This typically includes an on-site appliance where appropriate and off-site cloud storage in the event of a disaster.

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What is your experience in providing Technology strategy planning?

We perform Strategic Business Reviews for most of our clients and have been doing so for over seven years. These reviews are performed every quarter, semi-annually or annually. It depends on the client as to the timing of this but we recommend doing these every quarter. Typically the planning phase is heavily focused on once per year and the quarterly meetings are good to hold everyone accountable and to ensure we are staying on track to meet the goals for the current year.

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What is your experience in providing Solution design?

We have been designing solutions for clients since Tier One’s inception in the year 2000. This is the cornerstone of what we provide and keeping up with the latest trends and determining what solutions are relevant to our client’s business challenges are one of the reasons our clients value working with us.

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What is your experience in providing Network and email system monitoring?

We employ various tools and solutions to constantly monitor our client network and e-mail systems. With regards to e-mail monitoring, we have a solution that actually performs test send/receives of e-mails and alerts us if those do not go complete successfully. As for the network, we use a solution that has an extensive set of alerts monitoring everything from a device being up/down to detailed alerts on windows system issues whether they are related to hardware or software. We monitor virtualized systems as well using special rulesets and can monitor SNMP, syslog and netflow traffic for various devices and applications.

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What is your experience in providing procurement management?

We procure many hardware and software solutions for our clients. We typically work with clients to create custom build sheets for their computers and assist them with just about any other technology purchase you can think of if they wish us to do so. We have even searched eBay and the Internet with unique or hard to find items that were required for a special solution the client needed to address. The bottom-line is if our clients do not wish to purchase hardware and software solutions on their own, we have extensive experience in taking this burden off of their plate and ensuring the properly specified solution is purchased, arrives as purchased and is installed and operates correctly.

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What is your experience in providing technical support, including remote user support?

Many MSP’s will use various remote tools to connect to client PC’s. We have utilized Logmein Pro (not Logmein Free) for all of our managed clients as it provides the most seamless and most reliable method to connect into our client computers and resolve their issue as quickly as possible. Other tools will require you to input codes or will cause delays and challenges to remote support personnel. We believe the focus should be on fixing the client issue and not fumbling through a remote control solution that only works in optimal conditions. During office hours, we have our technicians answering the calls live. You do not hear an auto attendant. If the call is after hours, we have an answering service take the call (another live person) and they contact the on-call engineer.

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What is your experience in providing Office 365 and OneDrive migrations?

We have worked extensively with Office 365 over the past couple of years and have used OneDrive with a smaller number of clients where it made sense. Depending on the needs of the client a there are more sophisticated file sync solutions on the market but we are well versed in the top players. We use one of the best migration tools in the market to ensure all migrations to Office 365 for our clients result in a smooth and trouble-free solution that causes minimal if any downtime.

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