IT-PRO-active

CPI has built a service offering that addresses the most common Information Technology challenges faced by many small / medium business enterprises. With 25 years of addressing IT issues we understand a lot about the common needs of the small / medium client.

What your organization needs:

• Predictable annual IT costs
• Increased productivity through optimized computing environment
• Improved dependability of your IT systems
• More time spent on focusing on your organization's core competencies, less on IT
• Planning and budgeting for IT expenditures rather than reacting to emergencies
• Documentation, Planning and Safeguarding of your vital information by proven professionals

What IT PRO-active delivers:

• 24 X 7 monitoring of critical IT systems (servers, firewall, router(s), switches)
• 24 X 7 monitoring of critical network services (backup, anti-virus, email, internet)
• Proactive, On-site technical support
• Remote technical support
• Periodic review of network trends and performance
• Ongoing assistance with IT investment planning

Learn what many of our customers already know, that avoiding costly downtime through consistent proactive management of IT systems reduces costs over time and improves both employee productivity and customer service.

Customer Support Center

CPI's Customer Support Center is available from 8:00 am to 5:00 pm, Monday - Friday with after hour support available on a contracted basis. Our support desk is manned during regular business hours with a "live" person answering customer calls and logging customer issues including specific errors and all pertinent information in our database. The customer is given an incident number when the call is logged and the call is then assigned to a support engineer who triages the call. If the call can be handled at this level, the support engineer will remotely resolve the issue; if necessary, the call will be escalated to second-level support or to a systems engineer. By purchasing a Professional Services Retainer, customers are provided a flexible and responsive mechanism for accessing the CPI Customer Support Center and CPI's Systems Engineering Services and can be used at the customer's discretion.

By purchasing a retainer, the customer receives the following benefits:

• Priority access to our support center including a two-hour response updating the customer on the status of their call
• Can also be used for defined projects which have a scope of work and an estimate of the amount of work required
• Ad-hoc engineering services to schedule engineers without the use of a Professional Services Agreement (PSA). These services can be scheduled at the request of the customer or to resolve an open support call

Outsourcing

The demand for engineers and other technical support staff becomes an increasingly sensitive issue for those companies's dependent on their information systems infrastructure. Training and retaining talent has become difficult at best. Demand for qualified personnel continues to outpace supply. CPI offers a complete line of outsourced IT services, including:

• Help Desk
• Knowledge transfer
• IT Outsourcing
• Moves, adds and changes