Our CompleteCare
4EOS offers CompleteCare Agreements and flexible programs tailored specifically for our clients. What does this mean and what is included in a monthly service agreement? All CompleteCare clients are assigned a primary engineer. This engineer is your main point of contact and the individual responsible for your account.
Weekly “Eyes On Site” Visits
Eye’s on Site is when your primary engineer comes onsite and completes a walkthrough of your environment. During this walk-through, we are looking for things that our monitoring software may have missed. We are also onsite for end users to ask questions that are generally considered to them to be not ‘important’ enough to call in or enter a ticket for. These questions are ‘the tap on the shoulder questions’, i.e. ‘You are here, so can you take a look at this thing that has been annoying me’.
Maintenance Items
Server, firewall and network maintenance is performed on a daily basis through the use of our monitoring software and teams. The monitoring software automatically opens tickets on your behalf and assigns them to the appropriate resources in our office.
Full IT Department
When the client is on the unlimited service plan they have access to the entire pool of talent at 4EOS. We will generally reassign a ticket that is better suited for a different engineer (assuming it is not end user facing) to complete a specific task. Example: a request to setup specific firewall rules and security, we would assign that task to one of our engineers that has certification with and a deeper understanding for security and firewalls.
4EOS Ticketing System
End users must enter tickets into the helpdesk system or call in and ask for a ticket to be created. Entering a ticket via email is the fastest way to initiate a ticket. After the ticket is created within our helpdesk system, it's sent to the helpdesk queue. The team of helpdesk engineer’s first examines this ticket. If they determine that they can’t solve this problem quickly, or it would be better suited to be worked by the primary engineer, then they elevate the ticket to the primary engineer. If they determine that the ticket entered is a good task for them, then they work the ticket and update the end user when completed. The ticketing system gives you the opportunity to form relationships and have access to additional members of the 4EOS staff.
Separate Projects
When on the unlimited agreement all “projects” are quoted for the client. A project is anything that is not related to the day-to-day operation of the end users. Meaning, a new server install or a wiring job will be quoted to the client for additional labor.
Employee Approach
When a new client engages 4EOS to be a part of their team, our engineers take the approach of becoming an employee within that company. We are available to attend staff meetings, give advice, and generally blend in with the environment in order to complete the cohesiveness of the service.
Onsite Dispatch Whenever Necessary
When a ticket is entered or called in, and the helpdesk determines that the problem cannot be solved remotely or is better suited to having an onsite visit, they first try to schedule the primary engineer for a visit that day. If the issue needs addressed right away and the primary engineer is unavailable, a senior level engineer is dispatched to the site to work the ticket.
Manager Monitoring
All tickets entered into the system go into a workflow program. When a ticket is not responded to within a designated time, a manager is notified in order to address the ticket. We encourage the clients to enter tickets with specific time frames needed if possible. If the client enters a ticket into the system with the keyword of "Urgent", then the workflow software alerts all managers and all senior level engineers. Urgent tickets are reserved for work stoppage issues, i.e. server failures, etc.