Progent's Consulting, Help Desk Call Center, and Ticketing for Network Service Organizations
ProgentProgent's consulting support for IT service firms allows your company to offer your clients Progent's consulting expertise and Help Desk support with your company's own branding as a transparent extension of your regular network services group. These services can ease the way for you to grow your client base, expand your service portfolio, create happy customers, and increase your bottom line.

Progent's roster of network experts, PC support technicians, IT administrators, and data security professionals have worked as seamless extensions to the support groups of some of the country's biggest IT service businesses. Progent's range of expertise allows you to widen the scope of your IT service business, and Progent's transparency lets you strengthen and protect your company's brand. Progent can also provide your customers fast emergency response to a ransomware attack by delivering the synchronized assistance of a seasoned team of ransomware response experts who can provide the necessary round-the-clock support and critical skills seldom available from smaller or narrowly specialized IT service firms.

Progent is an IT consulting company with over 20 years of experience providing online consulting services to small and mid-size businesses. Progent is a Microsoft Certified Partner and maintains one of the biggest groups of Cisco-certified CCIE network infrastructure experts of any independent IT support firm in the world. Progent has provided online IT assistance and consulting to customers in every state in the U.S. (Check out testimonials from Progent's customers.)

Using Progent's Support Services Under Your Branding
Progent's reseller program for IT service providers features transparent resale to your customers of world-class IT services. Progent invoices your firm exclusively and performs under your instructions to provide your customers support services under your brand. Also, Progent offers a low-cost Extended Hours Support Service for customers who require access to 24x7 support.

Help Desk and Ticketing Services for Network Service Organizations
Ticketing is the enabling technology behind a successful IT Call Center. But enterprise-grade ticketing platforms are not only costly to acquire and staff, but also difficult to configure and manage. Smaller IT support organizations do not have the required financial or human resources. Progent's Help Desk and ticketing program offers IT service organizations an affordable way to retain their custom branding while providing their customers responsive desktop support services built around a best-of-breed ticketing system and supplemented by fast escalation to high-level experts.

Key Features of Progent's Help Desk Call Center and Ticketing Program for IT Service Firms
Progent's Service Desk and ticketing program for IT service organizations leverages Progent's sizable investments in advanced ticketing technology, an online desktop support team, and a group of geographically dispersed subject matter experts. You can utilize Progent's ticketing platform as a secure tenant or Progent can set up data interchange with your existing ticketing system. The features offered with Progent's Service Desk and ticketing services enable your IT service firm to expand your support workload, the diversity of technical issues your company can handle, the number of geographies you can service, and your overall availability.

Key features of Progent's Call Center and ticketing program for IT support companies include:

  • Progent's remote desktop support staff provides Level 1 end user help with 1-hour SLA to begin work during normal work hours.
  • Standard support times are from 5am to 7pm Pacific Standard Time (PST), five days per week.
  • Extended support is offered at extra cost.
  • Optional onsite support in larger metros is offered throughout the US at additional cost.
  • You keep full control of your customers and invoicing.
  • Your customers submit service requests via your own branded Internet portal, an 800 number, or by directing a message to your assigned email address.
  • Every client request automatically becomes an open request in the ticket system.
  • Tickets can be tracked and modified online while they are active.
  • Optional transfer of Level 2 and Level 3 problems to Progent's or to your SMEs.
For additional details about Progent's Call Center and ticketing program, visit Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for IT Service Firms
Progent's consulting expertise for IT service providers allows your support team to become a sole source for virtually all IT expertise your customers may require. You can build your team and strategic in-house competencies at your own pace without being forced to decline opportunities due to a gap in in-house expertise or the absence of bandwidth.

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

  • Transparent Support: Progent works as a transparent extension of your in-house IT service team, responding to your coordination, and invoices you rather than your customer.
  • Granular Billing: Progent charges by the minute to reign in expenses.
  • Detailed Service Documentation: Progent utilizes an enterprise-class service documentation system to make sure all services delivered are thoroughly documented. This enables you to shift service assignments to in-house personnel once you have sufficient staff and appropriate skill sets.
Key advantages of Progent's Reseller Program for Network Service Providers include:
  • Safely Grow Your Service Business: You can easily and efficiently take on more opportunities outside your main fields of excellence and serve new territories without assuming the risks involved with expanding your full-time staff too quickly.
  • Re-enforce Your Brand: You can improve your positioning as a comprehensive network service firm by offering more services to more clients using your own company name.
  • Flesh Out Your Services Catalog: Progent can provide world-class expertise in a broad array of technologies and can act as a reliable resource for expanding your IT service business.
  • Rapid Problem Escalation: Thanks to a large team of top-level consultants ready to help, Progent can transition quickly from Tier 1 to Tier 3 services so even the toughest problems get resolved promptly.
  • Make Your Clients Happy: Happy customers keep coming back. By joining with Progent, you can continue delivering solutions without ever forcing clients to look for help from other support firms.
  • Remote Support Experts: For 20 years, Progent has provided online IT support ranging from Help Desk support to advanced consulting. Efficient remote support saves money and produces quick solutions.
  • Advanced Industry Certifications: Progent's IT experts hold advanced certifications from Microsoft, Cisco, Apple, VMware, Juniper, Palo Alto Networks, and other leading vendors. Progent's security and compliance experts have earned advanced certifications including ISSAP, CISA, and CRISC. Find out more about Progent's certifications.
To read or download a printable PDF datasheet about 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
Progent's nationwide team of certified engineers gives you fast access to a wide array of online technical guidance and troubleshooting expertise. Practice areas covered under Progent's consulting program for IT service providers include:

Learn More About Progent's Consulting Support for Network Service Firms
For additional details about Progent's consulting support for network service firms, call 1-800-993-9400 or visit Contact Progent.