TotalCare: Complete IT Management
Vision
To provide a complete IT department for your business with a Flat-Fee Guarantee.
Overview
TotalCare is the heart of our service offering. We strategize with you to develop a plan for supporting your users and managing your technology for a monthly flat fee. By stabilizing your IT costs, we set your business free to thrive.
Our approach to IT management is unique, and we would love the opportunity to share what we have discovered in our 10+ years of growth. We provide the experience of a full IT department — complete with various roles and diverse skill sets — in a model designed for small and mid-size businesses.
Service Details
- Unlimited remote and on-site support
- State-of-the-art trouble ticketing system
- Online tracking of ticket progress
- Automated escalation process
- Advanced remote assistance tools
- iPhone and Blackberry support
- 24–7–365 network monitoring
- Automated restart of critical services
- Immediate alerting
- Automated generation of trouble tickets
- Antivirus and spyware software + management
- Email protection and SPAM filtering
- Software update management
- Automated escalation process
- Weekly proactive maintenance
- Quarterly review of system status and tickets
- Business vision and growth plan
- Strategic technology use plan
- Service execution plan
- Disaster response plan
- Vendor management plan
- Asset management plan and asset tracking
- Four-year IT budget and expense forecast
- System documentation
- Off-site backup and management
- On-site backup with virtual server fail-over
- Monthly restore testing
- Exchange, SQL and Active Directory
- Changed files backed up every hour or more
- Daily backup verification
- Installation and configuration included
- Phone and Internet service providers
- Telephony support vendor
- Copier, fax and scanner vendors
- Website developer and hosting provider
- Accounting, CRM and ERP software applications
- Mobile phone provider
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Initial Meeting and Network Discovery
We are looking for long-term customer relationships where we have the opportunity to impact short-term and long-term operational success. Our initial meeting focuses on your needs and helps you to understand how those can be addressed by our unique approach to IT management. We review your systems and gather all of the information necessary to provide you with a TotalCare quote.
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Proposal
At this stage, we sit down with you to outline your potential new IT service experience. We go over the cost model and make sure that everything is clear while answering any questions you have.
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Selection
When you choose to have Greystone manage your IT, we walk you through crossing the t’s and dotting the i’s to ensure maximum long-term success.
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Kickoff Party
We used to call this a “meeting,” but it’s a lot more fun than that. Our kickoff party involves installing our monitoring system, discussing service particulars and ongoing issues, and documenting details of your system. More importantly, it’s a chance for your Greystone team to get to know your staff. The more we know you, the better we can support you.
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Creating the Blueprint
The creation of the Blueprint — our documented technology plan — is a landmark event for new customers. The Blueprint includes business goals, technology challenges, and specific ways your technology can do more. We dream big and put those dreams into specific, achievable solutions.
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30-Day Follow-Up
After 30 days, we sit down with you to make sure that you received the “moon” we promised. We want to know how elated you are with your new IT management arrangement, because every bit of honest feedback we receive will help to enhance your experience. We also review the first iteration of the Blueprint and set a quarterly Blueprint review schedule.
