Progent's Consulting, Help Desk, and Ticketing Support for IT Service Providers in Palo Alto
ProgentProgentís consulting support for IT service organizations in Palo Alto California allows your company to offer your clients Progent's consulting and Help Desk support with your brand as a seamless augmentation of your in-house network services group. This can put you on the fast track to add to your revenue, expand your service portfolio, satisfy your clients, and increase your profits.

Progentís nationwide team of network engineers, desktop support specialists, network admins, and data security consultants have worked as transparent adjuncts to the support groups of some of the worldís biggest IT service businesses. Progentís breadth and depth of expertise enables you to widen the capabilities of your IT support practice, and Progentís transparency lets you strengthen and protect your company's brand.

Progent is a network support firm with two decades of experience providing remote expertise to small and middle-size businesses. Progent is a Microsoft Certified Partner and maintains one of the largest teams of Cisco-certified CCIE network engineers of any private IT support firm in the world. Progent has provided online IT support and consulting to customers in every state in the country. (Refer to testimonials from Progent's customers.)

Providing Progent's Support Services With Your Own Brand
Progent's reseller program for IT service organizations offers seamless resale to your clients of world-class services. Progent bills you exclusively and performs under your direction to deliver your clients support services under your branding. In addition, Progent has a low-cost Extended Hours Support Program for clients who require access to 24x7 support.

Help Desk Call Center and Ticketing for Network Service Firms
Ticketing is the enabling technology behind an effective IT Call Center. But enterprise-grade ticketing platforms are not just expensive to license and staff, but also challenging to set up and maintain. Smaller IT support firms do not have the required budget or personnel. Progent's Help Desk and ticketing solution offers IT service firms an affordable way to retain their own branding while providing their clients responsive desktop support services backed by an advanced ticketing system and reinforced by rapid escalation to top-tier experts.

Key Features of Progent's Help Desk Call Center and Ticketing Solution for Network Service Organizations
Progent's Call Center and ticketing solution for IT service organizations takes advantage of Progent's investments in advanced ticketing technology, a remote desktop support team, and a group of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing platform as a secure tenant or Progent can set up data interchange with your existing ticketing system. The standard and optional features available with Progent's Help Desk and ticketing program allow your IT service firm to expand your physical and virtual support workload, the range of technical issues your firm can handle, the number of {geographies you can serve, and your overall availability.

Key features of Progent's Service Desk and ticketing program for IT service companies include:

  • Progent's remote desktop service group delivers Level 1 end user help with 1-hour service level agreement (SLA) to commence work during standard work hours.
  • Standard support times are 5am to 7pm PST, five days a week.
  • Extended support is available at additional cost.
  • Optional on-premises support in larger metro areas is offered across the US at extra cost.
  • You have full control of your customers and invoicing.
  • Your clients enter service requests by means of your branded web portal, a toll-free number, or by sending a message to your specified email address.
  • Each customer request automatically becomes an open request in the ticket system.
  • Tickets can be tracked and modified remotely until resolution.
  • Optional escalation of Level 2 and Level 3 issues to Progent's or to your SBEs.
For more details on Progent's Help Desk and ticketing outsourcing solution, see Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for Network Service Firms
Progent's consulting for network service providers allows your support team to become a single point of contact for virtually all IT guidance and troubleshooting your customers may require. You can build your team and core IT skills at your own pace without having to decline opportunities owing to a lack of in-house expertise or a shortage of personnel.

Key features of Progent's Reseller Program for Network Service Providers include:

  • Transparent Support: Progent works as a transparent extension of your internal support team, under your management, and invoices you rather than your customer.
  • By-the-Minute Billing: Progent bills by the minute to reign in costs.
  • Detailed Service Reporting: Progent utilizes an enterprise-class reporting platform to make sure all IT services performed are fully documented. This makes it easy for your IT support organization to shift account assignments to in-house personnel once you have enough staff and appropriate technical skills.
Key advantages of Progent's Reseller Program for IT Service Firms include:
  • Safely Grow Your Service Business: You can quickly and efficiently accept additional opportunities beyond your main areas of excellence and serve new territories without assuming the risks associated with expanding your head count too rapidly.
  • Re-enforce Your Brand: You can improve your positioning as a comprehensive network service firm by delivering more services to more clients using your own brand.
  • Add to Your Services Portfolio: Progent can provide world-class support in a wide range of IT disciplines and can act as a reliable resource for expanding your IT support business.
  • Fast Problem Escalation: Thanks to a sizable team of senior technology experts available, Progent can transition quickly from Tier 1 to Tier 3 support so even the toughest issues get resolved promptly.
  • Keep Your Customers Satisfied: Happy clients keep coming back. By joining with Progent, you can keep making your customers successful without ever requiring clients to look for expertise from other support firms.
  • Remote Support Professionals: For two decades, Progent has provided remote network support from Call Center services to high-level consulting. Effective remote service cuts costs and produces quick solutions.
  • Major Certifications: Progentís IT experts have earned top certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, IBM, and other leading vendors. Progent's security and compliance experts hold top certifications including ISSAP, CISM, and GIAC. Find out more details about Progent's certifications.
For a printable PDF datasheet describing Progent's program for reselling Progent's IT support under your own brand, download Progent's Reseller Program for Network Service Providers.

Progent's Practice Areas for Palo Alto, California Businesses
Progent's veteran team of certified consultants can deliver Palo Alto, California businesses a wide array of remote technical guidance and debugging expertise. Practice areas offered under Progent's consulting program for IT service organizations include:

Find Out More About Progent's Consulting Program for IT Service Providers in Palo Alto, California
For more information about Progent's consulting support for IT service organizations in Palo Alto, California, call 1-800-993-9400 or see Contact Progent.