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Recommend an IT support service company

Looking for an IT support services company that can handle all aspects of technical/IT responsibilities for a small management consulting company of 25 people.

There are 3 Windows 2003 Servers, an Avaya IP Office telephony system, A GoldMine CRM database, domain based environment, SonicWall NSA 3500 firewall, SonicWall SSL-VPN 200, Cisco Aironet wireless access points, network printing, network file sharing, active directory and iPhone-Exchange email support. Exchange email service is hosted by Rackspace.com.

This company is in Evanston, Illinois, near Chicago. The users will sometimes need support for their client machines.
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bobox00
Asked:
bobox00
1 Solution
 
SteveIT ManagerCommented:
Consider relocating solution to the cloud - rackspace would assist and support partof what ylu are looking for in their hosted systems
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bobox00Author Commented:
It's also important that the tech service includes the possibility of techs going on site (to the location) for desk side support or other kinds of support, when needed.
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VRABHILASHCommented:
http://www.allcovered.com/

Have a look on this web and check with their support guys about your need they might can help your for ur need
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Lee W, MVPTechnology and Business Process AdvisorCommented:
This is a dicey question because you shouldn't be it could be considered soliciting experts (depending on who and how they respond) and experts need to be careful - actively "plugging" your services (or the services of your company) can be a violation of Experts-Exchange's policies.

I would suggest rephrasing the question into something like "How can I find quality IT Service Providers to care for my business" - such a question - as I'll now answer - would not explicitly lend itself to me promoting my business or services.  

I'd start with asking neighboring businesses.  Then vet the consultants.  Do they participate in user groups, mailing lists, and message boards (to me, that says something about their character).  How do they handle licensing conflicts?  Are there contracts (some think not offering them is a selling point... others think they are a requirement.  (Don't discount someone just because they want you to sign a contract when others don't - one consultant relayed a story of how a client on a contract wanted out, the consultant spoke to them, and after they finished talking, they discovered that the client's designated point of contact was slow to report issues which made the consulting company look like it wasn't responsive.  Had there not been a contract and client left the consultancy, they would have had the same problems with the next consulting firm.)
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wingateslCommented:
Leew, you bombed my plug! I worked hard on that ;) I did hit my point in the comment though.

If you have to sign a contract to secure the services of an organization, you should not expect much afterwards. Do not expect a MSP organization to provide the best service to your company.
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Lee W, MVPTechnology and Business Process AdvisorCommented:
On the contrary - an MSP COULD provide BETTER service than an hourly provider.  Why?  An MSP charges a FLAT RATE per month.  It's in their best interest to ensure your network never has problems.  When you have problems, that's time they have to devote to you.  That subtracts from their profits.  An hourly provider (the less ethical ones) could easily decide to "work slow" and a task that may only need to take an hour could take 2 or 3 so they can inflate the bill - and how would you know?  And during that extra time, your company is disrupted.
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Lee W, MVPTechnology and Business Process AdvisorCommented:
Sorry wingatesl - I re-read the comment and there really wasn't any way I could see to save any part of it as it was really all a solicitation in my opinion.  Again, if the mods disagree, it can be re-instated... or you can write another post that doesn't solicit for your company.
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wingateslCommented:
Leew, there is no way it could not be considered solicitation for my company. I knew it would be bombed in a hurry. I have no problems with it. There were parts that don't solicit... wait a minute, anyway.


Regarding MSP...
The flat rate per month assumes a basic usage. This usage MUST be compensated in some way. You wouldn't just sell out all labor at one rate and pray that the techs are productive. Numbers matter, if they didn't you would just give the service away. I have MSP services as well, and it is a nice service for the SMB.

The other side of your argument for managed services is to easy to not hit;
The flat fee that is charged has to cover the expense of performing the services for the client. If it doesn't, the business would lose money.

You have to ask one question; In who's best interest are they looking out for?

Getting down to fine metal nails I can say that the big issue with MSP is there is ZERO incentive to work through problems. A MSP has one goal, and that is to justify their billing to the client. They give reports, event messages, and good response times to the events that are filed.

I have always been under the impression that a defensive posture is one of weakness.

A tech that must report his billing of every moment is inherently more responsible for the time that is wasted.

Like I said, I sell MSP and I have 4 helpdesk techs and 22 hourly techs. I sell against myself on many occasions. I actually think that it helps me in the end because I understand ALL sides of the equation.
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