Affordable IT management, support and Help Desk services for businesses in Northern California or the Central Valley with 50-250 network users

Medium size companies with 50-250 network clients can usually get the best results from an IT service strategy that utilizes co-sourcing, that is, depending on in-house support staff for day-to-day IT support issues and using external consultants to receive advanced support when necessary. Small to medium-size companies can now have all the benefits of Microsoft Operations Manager — such as increased network availability, throughput, and protection — and also have guaranteed access to Progent’s Microsoft and Cisco certified support professionals. With Progent's economically priced IT support packages, you can select a basic MOM-based support package with monitoring, notification, analytics, Help Desk Call Center, and on-site troubleshooting, or a comprehensive 24x7 solution.

Microsoft’s MOM software proactively monitors event logs and performance thresholds from key servers, then sorts and analyzes this data based on an extensive internal service database. When MOM finds a problem, it executes pre-built remedial routines or sends alarms to warn pre-assigned service personnel. Microsoft Operations Manager also generates past activity reports so you can track the performance of your system. Familiarity with Microsoft Operations Manager and skill in computer system management allows Progent to provide IT co-sourcing and outsourcing service programs that are both budget friendly and effective.

Progent has developed two basic outsourcing support packages based around Microsoft Operations Manager:

• Managed Network Monitoring Package
• Comprehensive Network Monitoring Package

To download a single-page printable datasheet describing Progent's two outsourcing service packages for mid-size businesses, click:
Network Monitoring Packages 69 Kb PDF file).

Managed Network Monitoring Package
If your business has a small or over-stretched internal IT group, Progent's co-sourcing service program is an economical way to maximize system availability, performance, and security.

Key aspects of the Managed Network Monitoring Package include:

• Progent provides a needs assessment and installs MOM
• Progent sets up an offsite MOM server to watch over your network
• Support is available during standard office hours
• Progent's Help Desk support is coordinated with Microsoft Operations Manager
• Microsoft Operations Manager alerts are routed to the Progent Help Desk Call Center and to primary and secondary Progent network engineers and copied to your assigned IT personnel
• Progent's Help Desk Call Center establishes trouble tickets for all events and monitors the resolution of problems
• Progent's Help Desk Call Center escalates technical help as required
• Your IT staff is copied on all status data
• Progent remotely monitors, diagnoses, and/or fixes problems
• On-location service escalation is provided in case problems can’t be resolved remotely
• Service Level Agreements are negotiated
• All trouble tickets are terminated with defined resolution
• Progent provides regular service maintenance including application of service packs and security updates
• Hardware must be covered by vendor's on-site warranty programs
• Progent advises that you base your IT network on Microsoft Windows 2003 Server or Microsoft Windows 2000 Server or later to optimize network reliability and protection

Typical Service Level Agreements are:

• One hour to Help Desk contact
• 2 hours to start of analysis by a Progent support specialist, either online or via phone
• 4 hours for on-location service when service call is received before 1PM, or, if later, the next business morning

Comprehensive Network Monitoring Package
For small businesses who need enterprise-class support but cannot justify the cost of staffing, equipping and managing a full in-house IT organization, Progent's 24x7 support package gives mission-critical applications round-the-clock uptime and security at reasonable prices and low risk.

Key aspects of Progent's Comprehensive Network Monitoring Service Program include:

• All features of the Managed Network Monitoring Package including Server Management, Notification, Help Desk, and On-location service
• Designed for line-of-business e-Business, global connectivity, or other high-uptime environments
• 24x7 service
• Your IT network must have a minimum level of high-availability architecture. Progent can assist your business to bring your network to a high-availability configuration before round-the-clock services commence
• Contracted SLAs with designated off-hours support commitments
• Progent's support staff will be provisioned to repair trouble on-site or remotely without the help of your in-house support staff

Pricing
Pricing for Progent's Network Monitoring Packages are based on the number of servers being monitored and the service level required by your business. For details, refer to your Progent support manager.

To learn more about MOM and how Progent can help your business to achieve enterprise-level information system management by deploying this state-of-the-art technology, choose one of these topics:

• What Is Microsoft Operations Manager (MOM)?
• MOM in Action: A Case Study

For more details about Progent's Network Support Packages, phone 1-800-993-9400 or send email to operations-manager-help@progent.com.