Progent's Consulting Expertise, Help Desk Call Center, and Ticketing Support for IT Service Providers
ProgentProgent's consulting support for network service organizations allows your company to offer your customers Progent's consulting and Help Desk Call Center support under your brand as a transparent augmentation of your in-house IT support group. These services can put you on the fast track to add to your client base, fill out your service catalog, create happy clients, and increase your profits.

Progent's team of network infrastructure experts, desktop support technicians, network administrators, and cybersecurity consultants have worked as transparent expansions to the IT staffs of some of the world's largest IT support firms. Progent's breadth and depth of technical knowledge enables you to broaden the scope of your IT service practice, and Progent's close integration with your support team lets you strengthen and protect your branding.

Progent is an IT consulting company with 20 years of experience 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 infrastructure engineers of any private IT support company in the world. Progent has delivered remote technical support and advanced consulting to customers in every state in the country. (Refer to recommendations from Progent's customers.)

Reselling Progent's Support Services With Your Own Brand
Progent's reseller program for network service organizations features seamless resale to your clients of professional services. Progent invoices your firm exclusively and performs under your instructions to provide your clients consulting and support services under your brand. In addition, Progent has a low-cost Off-hours Support Service for clients who need access to 24x7 technical support.

Help Desk and Ticketing for Network Service Organizations
Ticketing is the heart of an effective IT Call Center. But full-featured ticketing systems are not only costly to acquire and staff, but a hassle to set up and maintain. Small or niche IT support providers rarely have the necessary budget or personnel. Progent's Help Desk and ticketing program gives IT service organizations an economical way to retain their company branding while providing their clients world-class desktop support built around a best-of-breed ticketing system and reinforced by fast escalation to subject matter experts.

Key Features of Progent's Help Desk and Ticketing Program for Network Service Organizations
Progent's Call Center and ticketing program for IT service companies leverages Progent's sizable investments in highly scalable ticketing technology, an online desktop services staff, and a group of geographically dispersed subject matter experts. You can utilize Progent's ticketing platform exclusively or Progent can set up data interchange with your existing ticketing system. The standard and optional features offered with Progent's Call Center and ticketing solution allow you to increase your physical and virtual support workload, the diversity of technical issues your firm can handle, the number of locations you can serve, and your overall availability.

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

  • Progent's online desktop service group provides Level 1 end user support with 1-hour service level agreement to begin work during standard business hours.
  • Normal service hours are from 5am to 7pm Pacific Standard Time, five days per week.
  • Extended support is offered at extra cost.
  • Optional on-premises service in major metro areas is available across the US at additional cost.
  • You keep full control of your customers and billing.
  • Your customers submit incident reports using your own branded web portal, an 800 phone number, or by directing a request to your specified email address.
  • Every end user request automatically becomes an open request in the ticket system.
  • Tickets can be tracked and modified remotely until they are closed.
  • Optional escalation of Level 2 and Level 3 issues to Progent's or to your subject matter experts.
To see more details about Progent's Call Center and ticketing outsourcing 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 your support team to become a single source for practically all IT expertise your clients may need. You can build your staff and strategic IT skills at your own pace without having to say no to new business owing to a lack of expertise or a shortage of personnel.

Key aspects of Progent's Reseller Program for IT Service Firms include:

  • Transparent Support: Progent works as a seamless supplement to your internal support team, responding to your management, and bills your firm instead of your client.
  • Granular Billing: Progent bills on a per-minute basis to reign in costs.
  • Extensive Documentation: Progent uses an advanced service reporting platform to ensure that all IT services performed are fully described. This enables support group to transfer service assignments to in-house consultants once you have sufficient people and appropriate skill sets.
Top advantages of Progent's Reseller Program for Network Service Firms include:
  • Safely Grow Your IT Support Practice: You can easily and affordably accept more opportunities beyond your main areas of expertise and open additional geographies without the risks associated with expanding your head count too rapidly.
  • Re-enforce Your Brand: You can solidify your positioning as a full-spectrum IT service provider by delivering more services to more clients under your own company name.
  • Flesh Out Your IT Support Catalog: Progent can provide top-tier support in a broad array of technologies and can be a reliable resource for expanding your IT support operations.
  • Fast Problem Escalation: With a sizable team of high-level IT experts ready to help, Progent can transition quickly from Tier 1 to Tier 3 services so even the toughest issues get resolved fast.
  • Keep Your Customers Happy: Happy clients stick. By joining with Progent, you can keep delivering solutions without ever forcing clients to look for help from your competitors.
  • Remote Technical Support Professionals: For two decades, Progent has provided online network support from Call Center support to advanced consulting. Efficient remote support saves money while delivering fast results.
  • Top Certifications: Progent's engineers have earned top certifications from Microsoft, Cisco, Apple, VMware, Juniper, Palo Alto Networks, and other technology leaders. Progent's security and compliance consultants hold advanced certifications including CISSP-ISSAP, CISA, and CRISC. Find out more about Progent's technology certifications.
For a printable PDF datasheet describing Progent's program for providing Progent's IT support expertise under your own brand, download Progent's Reseller Program for IT Service Providers.

Progent's Practice Areas
Progent's veteran team of certified engineers can provide a wide range of remote technical guidance and debugging expertise. Practice areas covered under Progent's reseller program for network service organizations include:

Learn More About Progent's Reseller Support for IT Service Organizations
For additional details about Progent's reseller program for network service organizations, call 1-800-993-9400 or see Contact Progent.