Progent's Consulting, Help Desk Call Center, and Ticketing for IT Service Firms in San Mateo
ProgentProgentís consulting support for network service organizations in San Mateo California allows your company to provide your clients Progent's consulting and Help Desk support using your company's own branding as a seamless extension of your regular IT support group. This can help you add to your revenue, close gaps in your service catalog, satisfy your clients, and improve your profits.

Progent's team of network infrastructure engineers, desktop support specialists, network administrators, and cybersecurity professionals have acted as seamless adjuncts to the support groups of some of the country's 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 promote and preserve your company's brand.

Progent is a network consulting firm with two decades of background providing online expertise to small and middle-size organizations. Progent is a Microsoft Partner and maintains one of the biggest groups of Cisco CCIE network engineers of any private computer support firm in the world. Progent has delivered online IT support and advanced consulting to customers in every state in the country. (Check out recommendations from Progent's customers.)

Providing Progent's Services Under Your Branding
Progent's consulting program for network service providers features transparent resale to your clients of professional IT services. Progent invoices your firm directly and performs under your instructions to provide your clients consulting and support services under your brand. In addition, Progent offers an affordable Extended Hours Support Program for customers who require 24x7 technical support.

Help Desk and Ticketing for Network Service Firms
Ticketing is fundamental to an efficient Help Desk. But enterprise-grade ticketing platforms are not only costly to license and staff, but difficult to set up and manage. Small or niche IT support firms rarely have the necessary resources. Progent's Service Desk and ticketing program gives IT service organizations an economical way to retain their company branding while providing their customers responsive desktop support backed by a best-of-breed ticketing system and reinforced by rapid escalation to subject matter experts.

Features of Progent's Help Desk and Ticketing Program for IT Service Firms
Progent's Service Desk and ticketing program for IT support firms takes advantage of Progent's investments in highly scalable ticketing software, a remote desktop services staff, and a group of geographically dispersed subject matter experts. You can use Progent's ticketing platform exclusively or Progent can set up data interchange with your current ticketing system. The features offered with Progent's Service Desk and ticketing program allow your IT service firm to expand your support volume, the diversity of technologies your business can handle, the number of {geographies you can service, and your overall availability.

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

  • Progent's remote desktop support staff provides Level 1 end user assistance with 1-hour SLA to begin work during normal business hours.
  • Standard support hours are 5am to 7pm PST, five days a week.
  • Extended hours support is offered at extra cost.
  • Optional on-premises service in larger metros is available across the country at extra cost.
  • You keep full control of your clients and billing.
  • Your customers submit requests by means of your branded Internet portal, a toll-free phone number, or by directing a request to your specified email address.
  • Every client request automatically becomes an open request in the ticket system.
  • Tickets can be monitored and modified remotely while they are active.
  • Optional transfer of Level 2 and Level 3 problems to Progent's or to your SBEs.
To see more details on Progent's Help Desk and ticketing program, see Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for Network Service Organizations
Progent's consulting for network service providers allows you to become a sole source for practically all technical expertise your customers may need. You can build your staff and core in-house competencies at your own pace without being forced to say no to new business due to a gap in in-house expertise or a shortage of bandwidth.

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

  • Transparent Support: Progent works as a transparent supplement to your in-house IT service team, responding to your direction, and invoices your firm instead of your customer.
  • Granular Billing: Progent charges on a per-minute basis to minimize costs.
  • Extensive Service Documentation: Progent uses an advanced reporting platform to make sure all services delivered are fully documented. This makes it easy for support group to transfer service responsibilities to in-house consultants once you have enough staff and appropriate technical skills.
Top advantages of Progent's Reseller Program for Network Service Firms include:
  • Safely Expand Your IT Support Practice: You can easily and affordably take on more jobs beyond your core areas of expertise and serve new territories without the risks associated with increasing your full-time staff too quickly.
  • Strengthen Your Brand: You can solidify your mind share as a full-spectrum network service firm by offering more solutions to more customers using your own company name.
  • Flesh Out Your IT Support Portfolio: Progent can provide world-class support in a broad array of technologies and can act as a dependable reservoir of skills for growing your IT service operations.
  • Fast Problem Escalation: With a sizable team of senior technology experts ready to help, Progent can transition rapidly from Tier 1 to Tier 3 services so even the most challenging issues get resolved fast.
  • Keep Your Clients Satisfied: Happy clients stick. By teaming with Progent, you can keep making your customers successful without ever requiring clients to seek help from other support firms.
  • Remote Technical Support Experts: For 20 years, Progent has provided online IT support from Call Center support to high-level consulting. Efficient online support saves money and produces quick solutions.
  • Major Industry Certifications: Progentís engineers have earned top certifications from Microsoft, Cisco, Linux vendors, VMware, Juniper, Palo Alto Networks, and other leading technology companies. Progent's security and compliance experts have earned top certifications including CISSP, CISA, and CRISC. Learn more details about Progent's technology certifications.
To read or download a printable PDF datasheet describing Progent's program for reselling Progent's IT services under your own name, download Progent's Reseller Program for IT Service Firms.

Progent's Practice Areas for San Mateo, California Organizations
Progent's nationwide team of certified engineers offers San Mateo, California organizations a broad range of remote consulting and troubleshooting services. Practice areas covered under Progent's consulting program for network service organizations include:

Learn More Details About Progent's Reseller Support for IT Service Providers in San Mateo, California
To learn more details about Progent's consulting program for IT service organizations in San Mateo, California, call 1-800-993-9400 or see Contact Progent.