The Aperio approach to technical support
There are two methods commonly proposed for network support. The first and best method is a personal service approach. The second method is a managed service approach. Aperio provides a support model based on personal service
A personal service approach includes regular onsite visits to your company. This gives us a chance to meet you, learn about your business challenges, find out what kind of coaching would benefit your users. Working with you and your system enables us to put together a Technology Plan tailored to your business and your vision. We also implement proactive monitoring and maintenance of your servers and workstations and setup the ability to troubleshoot problems through remote control of computers
Managed support is the Wizard of Oz approach. You pay a monthly fee and someone behind the “internet curtain” checks the backups and applies service packs and monitors whether the UPS batteries are fully charged. You probably won’t know the name of the person who does the work. He doesn’t know you either. There is no incentive to coach your users, learn about your business plans. The less he interacts with you, the more profit his company will make.
But there are things unique to your business. Each department has computers for a specific task — accounting, word processing, AutoCAD, insurance premium calculations, internet research. And the procedures and software to do each task changes regularly. Every month quirky things happen with computers and that’s up and above threats from hackers and viruses. PC techs see hundreds of computer problems in a month. You need someone who is familiar with your work flow and your software.
Familiar with Your Company
Many office managers relay experiences about their managed service support. A service person came out and replaced a hard drive. But because of a lack of familiarity with who used the computer and why, the computer was left with Windows installed and that was it. The computer user needed email setup, word processing with macros and templates reinstalled. A second visit and then a third, by another technician who understood how to find and install the macros, finally got the user running with the right resources.
Aperio avoids this by becoming familiar with our clients’ networks. More than 75 percent of our clients have set maintenance appointments one or two times per month or every week. The same Aperio administrator comes each time, learning and working with your system in the same capacity as a part time network administrator. This familiarity results in the "right"solutions. So when you buy something like an internet connection, you have someone who takes into account important items such as expected hits on your web server, email traffic and internet browsing. You get a solution that’s designed around your unique business.
A vital part of system maintenance is grooming and improving the system in order to avoid problems. One quick example of maintenance is installing service packs. Software programmers often write additional code for released software. The new code fixes problems with the original code and often adds new functionality. The new code is called a "patch fix"or a "service pack."It is important to keep your application code current. Your administrator will review patch levels on all applications and services, and upgrade them as necessary.
Availability
There’s nothing more frustrating as calling for help and instead getting four levels of automated voices asking you to punch 1 and then 4 and then finishing off in someone’s voice mail. All Aperio Information Technology Administrators have cellular phones. Those cellular numbers are on their business cards. You can call them at any time. The Aperio offices have no auto matrons. A live person answers the phone and will get you what you need, no more wondering if someone checked that voice mail.
If you’re looking for a company committed to helping you unravel technology and use it efficiently, we at Aperio would like to work with you. We know it takes a close, ongoing support relationship to produce the return on investment, stability and efficiency you need from your computer systems.
