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Advanced Software
Operational Assistance
- Depending on the complexity of your unique
software systems, your software environment may be
considered advanced. Prior to engaging in a
service plan, your
RHK Systems
service representative will determine whether your
software is advanced or standard. This service
addresses operational issues and not functionality
or enhancements.
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Antivirus Management
- Antivirus software is one of the most important
software programs on your PC. Through the use of our
Simple Office™ Support Tools, your service
representative will do their best to make sure that
your virus programs are running and up-to-date.
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Automated Advanced
Data Backup - Every
day, millions of changes are made to the data on
your computer. Every day, millions of people
experience failure of a component or invasion by
viruses or spyware that corrupts or destroys the
data stored on your computer. The Simple Office™
Support backup solution provides the first
completely automated autonomous remotely monitored
backup system that can save an entire image or
specific folders and then replicate that information
to an off-site location all without user
intervention.
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Automated Maintenance
Processes - Many
repetitive tasks that should be completed on a
regularly basis to keep your system running smoothly
are often not performed because of the time and
attention that they take. The Simple Office™
Support tool can automate specific and general tasks
that can keep your systems up and running and your
users more productive. Back
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Backup Monitoring
- Nothing is more important than maintaining
recoverable backups of your server. We will monitor
your backup processes, if you have them, and help
you develop them and monitor them if you do not. We
will notify you in the event that your backup fails
and work with you to develop a recovery plan.
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Communications
Management -
Telephone lines and rates are an area of potential
cost savings regardless of the size of your company.
With the advent of VOIP and a new competitive
landscape, it is important to continually examine
and review your costs in these areas. Your
RHK Systems
Service representative can bring the national
players to your table to fight for your business.
We will coordinate the review of your current
telecommunications expenses to determine if we can
provide you with cost savings or feature
improvement.
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Connectivity Management
- Your internet connections and associated
contracts can be difficult to navigate without the
proper knowledge of what is available. Your
RHK Systems
Service representative will review your contracts,
schedule reviews with your vendors and help to
negotiate reductions in rates whenever possible.
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Email and Backup
Policies - Your
RHK Systems
service representative will provide an outline for
email and backup policies to promote the secure and
reliable data protection. These polices are an
important part of an overall security plan.
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Emergency/Off
Business hours Support
– When dealing with computers, we all know that
problems often occur when you least expect them and
they don’t always adhere to the work-day clock. If
your server has a problem that could be defined as a
Priority 1 issue and you have subscribed to the
Simple Office™ Support Premium service plan for that
server, we will respond either remotely or on-site
as quickly as possible at no additional charge. Many
companies charge hundreds of dollars per hour for
emergency service.
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Equipment Lease
Management - If you
are currently leasing your equipment or looking to
lease new equipment, we will manage those leases and
make sure that you are getting the results and rates
you deserve.
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Exclusive
RHK Systems
Partner Access
- Through
RHK Systems
national partnerships, your local service
representative can bring national accounts to the
table whether you are negotiating an internet
contract, phone system, CRM tool or you just want a
new digital camera. Now you can experience
priority pricing and service that you deserve.
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Firewall Management
- Under this option, we will document and maintain
your firewall according to industry specifications
and standards. We will strive to keep the
highest level of security while maintaining user
productivity. This may require the purchase of
a new firewall if you existing unit is unable to
effectively counter the threats currently on the
Internet. Back
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Hardware Warranty
Coordination - We all
know that the warranty that is provided by most
vendors can be difficult at best to deal with.
Most vendor warranties require that the end user
perform a series of technical tests before they will
consider sending someone on-site to repair the
problem. We will coordinate those services so
that you do not have to worry about it.
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Integrated Reporting
- Your
RHK Systems
service representative will work with you and your
users to create reporting that is available on
demand or on an automated basis. Reports can
include network statistics, inventory, and more.
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ISP Management
- At the beginning of your Simple
Office™ Support agreement, we will obtain all the
information necessary to manage and support your
Internet provider. We will monitor your key
systems to make sure that they are on-line. If there
is an outage, you can count on us to work with your
provider to get you back on-line as soon as
possible. Back
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LAN
- We will manage you local area network environment
and maintain your switches, hubs and wiring to make
sure that the connectivity within your organization
is running properly.
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Microsoft Exchange Management
- This optional service is included in the
Enhanced and Premium plans. If a problem cannot be
resolved remotely, a technician will be dispatched
according to the urgency of the problem.
On-site support will be offered only after remote
services have been unsuccessful.
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Microsoft Security
Patch Management -
With the importance of computer security, nothing is
more important than maintaining up to date security
patches from Microsoft for both the Windows
operating system and Microsoft Office software.
As part of your Simple Office™ Support Managed
Service Agreement, your
RHK Systems
service representative will monitor and maintain the
patches and provide you with reporting as required
to make sure you are up to date.
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Microsoft
SQL/SharePoint Administration
- This optional service is included in Premium plan.
If a problem cannot be resolved remotely, a
technician will be dispatched according to the
urgency of the problem. On-site support will
be offered only after remote services have been
unsuccessful.
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Network Asset
Management - We will
provide a complete inventory of your network
hardware and maintain that list as things change.
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Network Monitoring /
Alerts - Do you
really know what is happening on your internal
network? What programs are taking up your
bandwidth? Which users are using the Internet
and for what purpose? Which critical computers
are on-line? These and other answers can be
obtained by examining the network information
collected by the Simple Office™ Support tool.
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Network Policy
Enforcement - How
much of your valuable data is exposed on your
network to people that could compromise the security
of your proprietary and sensitive data?
Regardless of the type of network you are running,
the Simple Office™ Support tool can be utilized to
secure and protect your valuable data from prying
computers. Back
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On Site Support
- This optional service is included in the
enhanced and premium plans. If a problem
cannot be resolved remotely, a technician will be
dispatched according to the urgency of the problem.
On-site support will be offered only after remote
services have been unsuccessful.
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Outside Vendor Management
- Your
RHK Systems
service representative will compile and maintain a
list of all outside vendors relating to your
network, computer and communications systems.
You will need to make only one call should you
experience a problem with any of this equipment.
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Password
Administration –To
properly secure your network, a proper password
policy should be in place and a proper password
policy means that passwords change on a regular
basis. We will assist you in adding and maintaining
your users and their access to your network.
Your users can contact us directly to request
passwords in the event that they forget.
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PC Inventory of Hardware and Software
- It is often very helpful to truly know what
hardware and software is installed and running on
your computers. This inventory information
will aid technicians in resolving problems and
upgrading systems. In addition, when it is time to
upgrade software, it is an easy task to determine
which of your systems is compatible and which may
need upgrading.
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Primary Help Desk / Trouble Ticketing
- All programs include general help desk
services on basic software, hardware and
connectivity problems. Using the Simple
Office™ Support help ticketing system included with
all managed packages, users can send a request for
almost any reason. Your
RHK Systems
service representative will respond and either
resolve the issue or instruct the user as to what to
do during normal business hours.
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Priority Response
–Exclusively available as part of the Enhanced
service plan, priority response means that your
priority requests will be handled before all other
plans. Back
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Project Planning and
Guidance - As your
advocate, we will work with you to help develop and
plan for changes to your network to solve problems,
expand capabilities, or improve performance. When it
comes time to implement new projects, we will work
with you to manage and guide the projects to
completion. Some projects may require
additional resources in the way of time or personnel
and these will be included as part of any project
implementation. Back
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Purchasing Advice
- As part of any Simple Office™ Support
managed service agreement, your
RHK Systems
service representative will provide you with money
and time saving purchasing advice as your advocate.
There are many options on the open market and buying
the proper hardware and software can make a huge
difference in your ultimate productivity.
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Router
- We will work with your internet provider to manage
your Router typically used to keep your internet
connectivity up and running. We will work with
your Internet provider to keep your router up and
running and contact them when we detect a problem.
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Scheduled Technology
Review Calls - As
part of your Simple Office™ Support Agreement, we
will provide scheduled technology review calls at an
interval that is coordinated with your schedule and
requirements. The goal is to remain in contact
with you and to keep you informed as to the status
of issues and progress of any on going projects and
to listen and respond to any concerns that you may
have. Back
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Secondary Email,
Voicemail Support -
In the event that a subscriber has a request and the
primary help ticketing system is unavailable, the
subscriber may call or email the
RHK Systems
service representative and request assistance.
Users should be aware that this method is not as
reliable as the help ticketing system and users
should follow up with their service representative
in the event that they feel a message has been
missed. You may also contact our 24/7 call
center at (832) 455-1926.
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Secure Remote Control
/ Remote Support -
For maximum efficiency, Simple Office™ Support
includes an integrated remote control system that
allows your administrator to troubleshoot and repair
most issues regardless of where the computer is,
keeping your employees as productive as possible.
Remote access means that problems are resolved
faster without the cost and wait of on-site visits.
Not all problems can be resolved remotely, but
on-site visits are often shorter because of the
knowledge and history collected by the Simple
Office™ Support tool. Users and managers can
elect to allow unlimited remote control or users and
managers can control the when and if a computer can
be remote controlled. Remote access is through a
256-bit secure encryption process.
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Server Software and Hardware
Inventory
- When servicing a computer, knowing what
software is running on what hardware provides the
technician with the information they need to repair
or upgrade the unit. This is especially important
when dealing with servers. This process collects and
stores a list of all software and hardware used on a
given server.
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Software Application
Blocking - There are
millions of programs that are available to users to
run on their computers and there may be times when
you wish to block access to some of them.
Certain programs can amplify your risk of
contracting a computer virus or spyware and some can
use valuable network bandwidth while still others
can impact user productivity. The Simple
Office™ Support Tool allows the selection and
blockage of specific programs from running on one
computer or your entire network.
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Software Deployment /
Update - One of the
most time consuming aspects of managing a network is
to update or load new software across your network.
The Simple Office™ Support tool allows your
technician to work with the software vendor to
create an automated "script" that performs the
update or installation without every having to touch
a computer.
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Software License Assistance
- While
RHK Systems
does not act as a policing agent for software
licensing, it is our policy to install and support
only software that is properly licensed. In
order to demonstrate licensing, it is imperative
that accurate data be available as to what is
installed and running on your systems. The
software license inventory provided by Simple
Office™ Support provides the necessary information
to allow proper license management.
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Spyware Management
- Second only to
Antivirus software, Anti-spyware software provides a
necessary line of defense against unwanted software
that has the power to expose your valuable data and
destroy the productivity of your users.
Through the use of our Simple Office™ Support Tools,
your service representative will do their best to
make sure that your spyware program is running and
up-to-date.
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Technology Research
and Proposals -
Technology is always changing and seems to be a
moving target. We are technology people and
can concentrate on your technology needs while you
concentrate on your business. Whether you are
looking for a new CRM tool, accounting package,
phone system, or other technology related product,
we will work with you to develop the options that
exist for your business. No one is an expert
on everything and if we need outside resources to
properly evaluate the options, we will propose that
to you. In any case, we will act as your
advocate to sift through the options and to answer
your technology related questions.
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Vendor on Vendor Conflict Resolution
- Finger pointing is the norm in the IT
business with software and hardware vendors blaming
each other for the problems that occur. Your Simple
Office™ Support service representative will put a
stop to that by working with all vendors to resolve
difficult situations.
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VPN
- Many organizations today have people working from
other locations including their homes and on the
road. This can be accomplished using a Virtual
Private Network or VPN. We will be there to
answer the questions that arise regarding your VPN
and document the programs, processes and procedures
required to keep it running. In addition, we
are available to help your user when the connection
does not work. We will handle the issues
remotely and on-site assistance for remote users may
require additional charges.
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WAN
- A WAN or Wide Area Network is usually
employed to connect multiple locations together
either directly or through the Internet. If
the WAN is not working, your users at most locations
will not be able to work. We will document
your WAN programs, processes and procedures and
remain available should you require assistance in
the event the there is a problem with the WAN.
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Website and Hosting
Support - A website
is one of the most important tools in your company's
customer service, sales and contact areas. Proper
management of the website and having it hosted with
the proper company is critical to make sure your
site is available to your customers.
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Windows Error
Monitoring / Alerts -
Long before you start to notice things going wrong
with your system, there may be warnings reported by
your system event manager. These errors and
alerts can trigger your Simple Office™ Support tool
to notify your technicians that something may be
going wrong. These errors and alerts can also
be used to diagnose any problems that might occur on
your system.
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