Progent's Consulting, Help Desk Call Center, and Ticketing for IT Service Organizations
ProgentProgent's consulting services for IT service organizations allows you to offer your customers Progent's consulting expertise and Help Desk Call Center support with your company's brand as a transparent extension of your in-house network services group. This can ease the way for you to grow your revenue, fill out your service portfolio, satisfy your customers, and improve your bottom line.

Progent's roster of network experts, desktop support specialists, network administrators, and cybersecurity professionals have acted as seamless adjuncts to the IT groups of some of the country's biggest IT service businesses. Progent's breadth and depth of expertise allows you to add to the scope of your IT service practice, and Progent's close integration with your support team helps you elevate and preserve your branding. Progent can also provide your clients rapid emergency response to a ransomware incident by offering the synchronized help of a seasoned team of ransomware recovery professionals who can deliver the required 24x7 effort and vital skills rarely available from smaller or highly specialized IT service organizations.

Progent is a network support firm with over two decades of background delivering online expertise to small and middle-size companies. Progent is a Microsoft Certified Partner and maintains one of the largest teams of Cisco CCIE network experts of any independent IT support firm in the world. Progent has provided remote IT assistance and consulting to clients in every state in the country. (See recommendations from Progent's clients.)

Providing Progent's Support Services Under Your Own Brand
Progent's reseller program for network service providers features transparent resale to your customers of world-class IT services. Progent invoices your firm exclusively and works under your direction to deliver your customers support services under your brand. Also, Progent offers an affordable Extended Hours Support Service for clients who require access to 24x7 support.

Help Desk Call Center and Ticketing Services for IT Service Firms
Ticketing is fundamental to an effective Help Desk. But full-featured ticketing platforms are not just costly to license and staff, but challenging to configure and manage. Smaller IT support firms seldom have the required resources. Progent's Call Center and ticketing solution gives IT support firms an economical way to retain their company branding while delivering their customers responsive desktop support services backed by a best-of-breed ticketing platform and supplemented by rapid escalation to high-level experts.

Key Features of Progent's Help Desk and Ticketing Solution for Network Service Organizations
Progent's Call Center and ticketing program for IT support companies takes advantage of Progent's investments in advanced ticketing technology, a remote desktop services staff, and a network of geographically distributed subject matter experts (SMEs). You can use Progent's ticketing system as a secure tenant or Progent can set up data interchange with your existing ticketing system. The features available with Progent's Call Center and ticketing services allow your IT service firm to expand your support workload, the diversity of technologies your business can take on, the number of locations you can serve, and your hours of availability.

Important features of Progent's Help Desk and ticketing program for IT support firms include:

  • Progent's online desktop support team provides Level 1 end user support with 1-hour service level agreement (SLA) to begin work during standard business hours.
  • Standard service times are from 5am to 7pm Pacific Standard Time, five days a week.
  • Extended hours support is offered at additional cost.
  • Optional onsite service in larger metros is available throughout the country at extra cost.
  • You keep complete control of your clients and billing.
  • Your clients submit incident reports using your custom branded Internet portal, a toll-free phone number, or by directing a message to your specified email address.
  • Every customer request automatically becomes an open request in the ticket system.
  • Service tickets can be tracked and updated remotely until they are closed.
  • Optional escalation of Level 2 and Level 3 problems to Progent's or to your subject matter experts.
To see more details about Progent's Service Desk and ticketing solution, see Help Desk and ticketing services for small businesses.

Progent's Consulting for Network Service Firms
Progent's consulting for network service providers allows you to act as a sole point of contact for virtually all IT guidance and troubleshooting your clients may need. You can build your team and core IT skills steadily without being forced to say no to opportunities owing to a gap in expertise or the absence of personnel.

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

  • Transparent Support: Progent acts as a seamless supplement to your in-house support group, responding to your management, and bills you instead of your customer.
  • By-the-Minute Billing: Progent charges on a per-minute basis to reign in expenses.
  • Detailed Documentation: Progent uses an advanced service reporting system to ensure that all services delivered are thoroughly described. This makes it easy for support group to shift service assignments to in-house personnel when you have enough people and appropriate skill sets.
Key benefits of Progent's Reseller Program for IT Service Firms include:
  • Safely Grow Your Service Practice: You can quickly and efficiently accept more jobs outside your main fields of expertise and open additional territories without assuming the risks involved with increasing your full-time staff too rapidly.
  • Strengthen Your Brand: You can improve your positioning as a comprehensive IT service provider by offering more services to more customers using your own brand.
  • Add to Your IT Support Catalog: Progent offers top-tier expertise in a broad range of IT disciplines and can act as a reliable resource for expanding your IT support operations.
  • Rapid Escalation: Thanks to a sizable team of top-level IT experts available, Progent can escalate rapidly from Tier 1 to Tier 3 services so even the most challenging problems can be handled fast.
  • Make Your Clients Satisfied: Happy customers stick. By teaming with Progent, you can keep delivering solutions without ever requiring clients to look for help from your competitors.
  • Remote Support Professionals: For two decades, Progent has delivered online IT support from Help Desk support to high-level consulting. Effective remote service saves money and produces fast solutions.
  • Advanced Certifications: Progent's engineers have earned advanced certifications from Microsoft, Cisco, Apple, VMware, Citrix, Palo Alto Networks, and other leading vendors. Progent's security and compliance consultants hold top certifications including ISSAP, CISA, and CRISC. Find out more details about Progent's industry certifications.
For a printable PDF datasheet about Progent's program for reselling Progent's IT support expertise under your own name, download Progent's Reseller Program for Network Service Firms.

Progent's Practice Areas
Progent's veteran team of certified consultants can provide a broad array of remote technical guidance and debugging expertise. Areas of expertise covered under Progent's consulting program for IT service organizations include:

Find Out More Details About Progent's Reseller Program for Network Service Providers
For more information about Progent's reseller program for network service organizations, call 1-800-993-9400 or visit Contact Progent.