Remote Computer Network Support Services for

Progent's remote technical support engineers offer exceptional leverage because they have the practical background and are equipped with the sophisticated tools needed to solve the majority of information system problems quickly. This reduces immediate costs since solutions use up minimal billable minutes. Online help also avoids the cost of sending a consultant to your office. Your company saves even more in indirect costs by reducing or eliminating system outages and related losses resulting from business disruption, disgruntled clients, idle workers, and distracted management.

Progent's pricing policy for remote support is structured to leverage your IT service investment. Progent charges per minute for telephone-based consulting, so you pay just for the support that you receive. In contrast to many remote service organizations, Progent imposes no startup charge or minimum payments. Progent's one-minute billing unit and clean model for billing do away with situations where quick fixes manage to end up as major tabs. Progent's penchant for handling technical issues efficiently results in your business saving cash.

Progent's Remote Technical Support Technologies
Through years of experience, Progent has fine tuned a collection of customized tools and field-tested methodologies which promote the highest level of effectiveness for remote engineering help and repair for small and midsize business computer networks. Progent provides secure VPN support for VPN gateways from multiple popular companies such as Microsoft, Cisco, Sonicwall and Watchguard. Secure VPN access enables the experts of Progent's Technical Response Center to communicate with your computer system remotely without violating network security.

Progent's proprietary technical support database application keeps detailed records describing the service that Progent's customers have been provided. Progent's staff service personnel have access to the records of services rendered to every Progent customer by any Progent consultant. This database of problems and solutions is stored as a readily retrievable proprietary knowledge base that allows Progent's online technical professionals to communicate their experiences with the whole team to make sure that the value of Progent's support improves over time. Progent's high-level certifications and formal relationships with major vendors including Cisco Systems and Microsoft make available additional vast technical support databases as well as to manufacturers' in-house product engineers so Progent's online service experts can determine the most efficient resolutions promptly.

Phone-based services provided by Progent to customers in Pittsburgh and anywhere in the state of Pennsylvania include:

• Authorized MS Windows Experts
  Progent's Microsoft-certified remote support experts can provide computer system problem solving and IT assistance for all Microsoft server and application technology. Progent is a Microsoft Gold Partner network support firm and can offer your company the expertise of support professionals who can assist to integrate, troubleshoot and manage the extensive family of MS Servers including Windows 2003 Server, SQL Server, ISA Server 2006, Microsoft BizTalk Server, Commerce Server, Microsoft Content Management Server, Small Business Server, Exchange 2007 Server, Microsoft Application Center, SharePoint Server, Virtual Server, and Operations Manager 2007 and 2005.

• Contact a Cisco CCIE for High-level Infrastructure Problem Solving
  The Cisco Certified Internetwork Expert (CCIE) certification is the top accreditation for networking consultants, and validates a consultant's networking knowledge at the expert level. Cisco qualified CCIEs know how to handle the most intractable issues encountered in network design, deployment, maintenance, protection, and repair. Cisco qualified CCIEs can cooperate closely with Cisco System's internal support staff in analyzing problems with IOS network administration tools and coming up with alternate approaches or locating software updates. CCIEs offer exceptional value since their broad expertise permits them to find solutions for even the most complex problems rapidly. In typical instances, less experienced service providers can struggle for hours or days with the same problems that a Cisco CCIE can resolve in a few minutes.

  Progent's Cisco-qualified CCIEs offer expertise in the complete line of Cisco's top-selling family of networking appliances including PIX 500 Firewalls and ASA 5500 Series Firewalls, Catalyst Firewall Services Module (FWSM), secure high-speed and IS routers, wireless access points, wired and wireless Voice phones and systems, Catalyst switches, plus VPN solutions.

• CISSP, ISSAP, and CISM Qualified Network Security Professionals
  Progent's certified CISM and CISSP security consultants can provide a range of security services to bolster the defenses of your Microsoft Windows, Mac, Linux environment against internal or external threats or assist you to clean up quickly after a serious penetration. Security support offered by Progent cover comprehensive security audits using tools such as GFI LANguard NSS, NMAP Port Scanner, and software from Metasploit and Netcat; quick cleanup after malicious attacks; setting up firewalls; building safe architectures for remote and mobile access; guarding your messaging system against viruses, spam and DHA attacks; and managing 24x7 network monitoring.

• UNIX/Linux, Solaris, and Mac OS X Expertise
  Progent's UNIX, Linux, Sun Solaris, and Mac OS X remote support services cover a broad spectrum of information technologies such as system architecture, email solutions, network and operational security, UNIX/Linux and Microsoft Windows integration, VMware technologies for server consolidation and easy management, and transitioning from legacy applications to MS Windows or Linux solutions. Progent's team-oriented methodology for solving technical problems enables quick escalation, if necessary, to engineers with task-relevant experience to handle challenging situations. This accelerates solutions of urgent problems, minimizes lost productivity, and cuts support expense.

  Progent's UNIX/Linux support engineers can provide urgent online help analyzing anomalies affecting UNIX/Linux systems based on leading variants of UNIX including:

  • Apple Mac OS X
  • Sun Solaris
  • IBM AIX Open UNIX
  • HP-UX
  • BSD
  • SCO
  • Silicon Graphics IRIX

Additional Consulting Services Available from Progent
Progent can provide the skills of seasoned online consulting professionals for contract IT programs that small businesses often need. Progent's charges for ongoing development or consulting tasks are set according to the qualifications of the consultants assigned. Progent's experience with these important areas of computer technology enables clients to complete major initiatives economically and on time. Progent's project-based remote consulting solutions include:

• Help Desk Call Center Support
  Progent's Help Desk service offerings for small and midsize organizations with environments that incorporate Microsoft, Cisco, Mac OS X, UNIX, or Linux platforms include full-service Help Desk outsourcing, Virtual Helpdesk support services, and Helpdesk process consulting. Progent's Help Desk outsourcing services are a convenient solution for smaller companies who don't have the resources to support an in-house Help Desk but who require quick communication with an effective Help Desk Call Center with proficient phone assistance as well as the expertise to escalate the most challenging trouble tickets to advanced consultants.

  Progent's Call Center consulting services can guide you in creating an effective new Help Desk Call Center or improving your existing organization, evaluating or enhancing Call Center software products to meet the unique needs of your business, or providing occasional phone support personnel to supplement your existing Help Desk Call Center team during unusually busy situations such as software migrations, major upgrades, or installing brand new applications.

  Progent's Help Desk staff of veteran network professionals provides your customers in Pittsburgh or anywhere in the state of Pennsylvania quick contact with an efficient network service group with substantial background providing telephone-based support and remote repair service for computer environments powered by Microsoft, Cisco, Apple Mac OS X, or UNIX/Linux products. Progent's concentration is to give the Help Desk the reputation as a solid contributor to business efficiency, and Progent's goal is to resolve rather than just report IT problems.

• Applications Support: Education, Customization, and Integration
  Progent's Applications Experts staff can supply phone-based professional consulting support and training in special business application areas including Enterprise Requirements Planning, MRP, accounting system customization, and CRM. Progent also offers consulting, custom programming, and training for familiar Microsoft applications including Microsoft CRM, Microsoft Project, Office Word, and MS Excel. To read more information about Progent's consulting, custom programming, and training offerings, go to Progent's Business Application Experts Team.

  Online Network Monitoring Services
  Progent offers businesses in Pittsburgh, or anywhere in the state of Pennsylvania, online network monitoring support based on Microsoft System Center Operations Manager, adapted by Progent to accommodate your environment so your computer maintenance is proactive rather than reactive. By exposing looming trouble spots before they expand into downtime, proactive monitoring can avoid stressful and costly service crises. Progent can also utilize system monitoring products such as Nagios and MRTG Graphical Traffic Load Monitor to diagnose UNIX, Linux, Sun Solaris, or Mac OS X systems, Microsoft networks, or systems that incorporate a variety of operating systems.

How Your Pittsburgh Business Can Contact Progent's Remote Service Experts
To contact Progent about urgent online help with Windows, Mac OS X, or Linux/UNIX environments, visit Progent's Emergency Phone-Based Support, call 1-800-993-9400, or send email to information@progent.com. For small companies and new businesses in Pittsburgh or throughout the state of Pennsylvania, Progent's online computer support specialists are ready to deliver professional and affordable IT help the moment your company requires it. More than 10 years of offering remote tech support has led to Microsoft Gold Partner certification for Progent's consulting experts and has allowed Progent to develop high-end troubleshooting skills and to refine remote connectivity technology to fix IT problems quickly while avoiding the expense and lost time that comes with in-person support calls.

Even if your Pittsburgh office relies on a regular independent support technician or employs a full time organization that know how to deal with the majority of network issues, Progent’s Microsoft and Cisco certified consultants offer an easy and seamless remote extension of your on-site resources for situations when your usual IT support personnel either lack the availability or the expertise to address unexpected system crises or especially complex integration problems.

Benefits of Progent's IT Support for Small Companies in Pittsburgh
Progent's remote IT consulting services enable your City# small company to experience the advantages of immediate, expert network support without the expense of maintaining a full-time IT organization. Your network will derive added business value by being increasingly reliable, efficient, and protected. Advantages to your business include:

• Seamless virtual extension of your local support resources
  For most small companies in Pittsburgh and throughout Pennsylvania, nearby network support providers, whether consisting of independent consultants or a full-time IT staff, can take care of typical network issues. However, major troubles can spring up when your regular resources are too busy or absent, and some trouble may involve IT products that is unfamiliar to your local support people. In these situations, Progent's on-call support experts give you an easy, fast, and budget-friendly way to supplement your regular resources and to pass on valuable information to improve your ability to resolve downstream problems in-house.

• Less Reliance on Individual Consultants
  For network maintenance, small offices commonly rely on individual freelance service providers. While freelance service people have less overhead than big support companies and can often charge marginally less, they are often overbooked, making it hard to respond rapidly to crisis situations. If a freelance consultant is occupied with another client, sick, on vacation, or in training, the absence of backup help may force your company to wait for assistance during an IT crisis. As your small business expands, network unavailability and trouble with critical applications are more costly. The money you thought you were saving on an independent can be eaten up quickly by lost productivity. Progent provides a ready source of reserve service experts to insure your network stays available.

• Create a Scalable Foundation for Seamless Expansion
  Small businesses often begin with an IT system created on a modest budget. Without a robust infrastructure, slap-dash fixes often get piled on top of a shaky foundation. When a company grows, reliability and scalability issues can impede the success of the business. These badly designed environments need proper analysis, intelligent long-term planning, and extensive IT expertise to evolve to a network architecture able to deliver the solid foundation to meet current business demands and ease future expansion.

• Work with Problem Solvers Instead of Product Vendors
  Small offices need advice and technical training to navigate through an ever more complex array of product alternatives capable of accelerating business success and enhancing productivity. They hardly need a network engineer who is trying to earn a commission on a certain vendor's products. IT consulting and product selling can result in a scenario where the recommended solution is built around a predetermined product instead of the true requirements of a client. Progent avoids these conflicts by selling only services rather than products. This allows Progent to match technical consulting with the best needs of clients.

What Makes Progent Different from Other Support Firms?
Progent is a Microsoft Gold Partner support firm and Progent's head count, range of IT background, fine tuned support software, and familiarity with enterprise networking allow small companies to escape the limitations associated with excessive reliance on smaller service organizations, individual freelance consultants, or over=stretched in-house resources.

Progent adds value by providing:

• Best Practices
  Progent’s staff of Microsoft and Cisco certified experts average more than ten years of hands-on industry experience, in the trenches of network service, performing a wide variety of IT tasks for a large array of customers. Every Progent consultant shares a refined collection of personal best practices which are incorporated into company-wide best practices training that Progent teaches its support team. This ensures that you get not only world-class technical help, but also a support engineer with field-tested methods for applying technical knowledge to solve real-world network problems efficiently.

• Value Pricing
  Progent's pricing policy is to charge for phone service and on-premise visits per minute. Consequently, you are charged exclusively for received services. Progent does not demand a higher rate for after-hours or priority service, and within California or in regions where Progent offers on-site support, Progent does not bill for travel except for urgent support where on-site work is less than 4 hours. In addition, Progent applies no initialization charge and asks no retainer. Many support firms demand large minimum fees or charge for every fifteen minutes or longer. Progent's one-minute granularity does away with big bills for quick fixes so you will not be forced to permit less critical problems to fester.

• Knowledge Transfer
  Progent is committed to knowledge transfer from Progent's consultants to clients. By educating clients to handle problems that are within their comfort zone, Progent is able to concentrate on delivering hard-to-find services where Progent has few competitors. Companies who utilize familiar independent consultants or who maintain in-house support personnel benefit when Progent passes on knowledge about new technology and tested processes to make their IT environments more robust, secure, and efficient.

• Remote Server Monitoring with Microsoft System Center Operations Manager
  Progent is one of the few consulting firms to offer round-the-clock system tracking services based on Microsoft Operations Manager 2007. Microsoft System Center Operations Manager allows your network support to be anticipatory rather than reactive. By anticipating possible problems before they cause downtime, system monitoring can save your information network from stressful and costly service losses.

How Does My Business Start Receiving Remote Technical Help from Progent?
To get started with Progent's online help services or to find out more about Progent's phone support programs, call Progent at 888-412-5546 or email Progent at information@progent.com. If you have an urgent requirement for network help, go to Immediate Urgent Support.