Overview
Businesses with 100 to 250 network users have traditionally been an underserved segment of the IT outsourcing market. The cost structures and service delivery models of large third-party support organizations make them too expensive for most mid-size businesses, who typically have small IT budgets with which to support IT networks whose complexity and sophistication are comparable to the information systems of larger enterprises. Progent's service delivery model, which takes full advantage of remote support, virtual office infrastructure and proactive network monitoring, dramatically reduces IT support costs while offering enterprise-level service from certified, world-class experts in a broad range of technologies.

Progent's co-sourcing services allow your business to find the right balance between in-house and outside support by leveraging the capability of your in-house IT staff with the in-depth expertise of Progent's engineers. By delivering effective support when you need it, providing specialists for critical applications, minimizing travel costs through remote support, offering unique services such as customized, automated server monitoring, and charging only for the services you use, Progent gives you an affordable way to maximize the business value of your network.

Why Progent Makes Sense for Mid-size Businesses
Progent's staff of certified IT professionals have extensive experience with enterprise networks, allowing mid-size businesses to achieve world-class IT support without having to maintain large internal IT organizations or absorb the high cost of outsourcing network support to large national service organizations.

Working with Progent allows your mid-size business to:

  • Avoid Turning IT Management Into Crisis Management
    Companies with 100 to 250 network clients often have sophisticated, enterprise-class IT infrastructures, but rarely have internal IT staffs with the depth and breadth of technical expertise to provide all the IT support that complex networks require. Internal resources are often overworked and budgetary realities do not permit hiring additional full-time IT staff.

    These environments can be subject to higher than average employee turnover, which often leads to situations where replacement support staff must focus on keeping the network running rather than enhancing it. Lacking in knowledge of the history, design, implementation, and architecture of the network, and with little time available between crises, new support staff are unlikely to be able to plan and implement effective network upgrades or migrate the system to keep up with changing business requirements.

  • Let Senior Management Focus on Business, Not Network Hassles
    Many mid-size businesses are aggressively moving to outsourced support models for information technology because building up large internal IT staffs seldom pays off with strategic business advantages. Attempting to handle all IT service issues in-house can bog down senior management with the details of IT problems, yielding poor returns for time invested by such top talent.

    Companies need reliable, feature-rich, secure, and fault-tolerant IT environments to support their mission critical applications, but they recognize that it makes little business sense to own and build such systems themselves or to manage large internal staffs of IT personnel. Smart outsourcing or co-sourcing allows companies to concentrate their internal resources on areas that will bring them the greatest strategic and competitive advantages in the markets they serve.

  • Migrate Quickly to the Best Network Technology
    Periodic economic downswings have caused many IT environments to become woefully out of date as a result of IT budgets being slashed during a crisis but not adequately restored during a recovery. The starvation diets forced upon many business networks has created a burden of outdated information systems. This problem becomes apparent when the demand for new applications and customer-centric IT solutions can't be easily supported on legacy systems. Out-of-date technologies also make it difficult to benefit from modern computing paradigms such as hydrid models that combine public clouds with local datacenters.

    Increasingly, companies are being challenged by upstart competitors who are not saddled with legacy environments and can quickly introduce state-of-the-art, customer-friendly applications such as web-based eCommerce, vender extranets, customer portals, BYOD, and unified communications. Often such major initiatives can't be carried out solely with existing resources. Adding to full-time head count seldom makes long-term economic sense for project-specific work, and companies typically don't have the time to bring resources up to speed for business-critical projects. In these circumstances, it can be very cost effective to engage outsourced resources that can solve problems immediately and transfer knowledge efficiently.

Unique Advantages of Working with Progent
As a Microsoft-certified consulting firm, Progent is an acknowledged expert at the core system software and office productivity applications important to the majority of small and mid-size companies. As a Cisco-certified partner with one of the largest teams of CCIE accredited network experts in the country, Progent also can provide expertise for an increasingly sophisticated array of infrastructure technologies including Cisco Next Generation firewalls, routers and switches, voice-over-IP options, and wireless connectivity. Furthermore, Progent's CISSP-Premier cybersecurity experts, CISM-authorized security professionals, CISA-authorized security audit consultants and GIAC-certified information assurance professionals can provide a company-wide view of system security. Progent can also help you design and operate advanced SIEM solutions so you can comply with government requirements for promptly reporting security incidents.

The breadth and depth of Progent's engineering team bring a unique array of advantages to companies wishing to increase the productivity of their IT network within an affordable budget. These benefits include:

  • Best Practices
    Progentís staff of Microsoft and Cisco Premier experts average more than a decade of hands-on professional background, at the forefront of network service, executing a wide variety of IT projects for a large array of customers. Every Progent support professional shares a proven collection of leading practices which are combined into company-wide best practices training that Progent teaches its support team. This ensures that you get not just expert IT capability, but also a support engineer with field-tested approaches for using computer knowledge to fix real-world IT problems efficiently. Find out more about Progent's best practices for network consulting.

  • Value Pricing
    Progent's pricing policy is to charge for online service and on-premises help by the minute. Consequently, you are invoiced exclusively for received support. Progent does not impose a more expensive rate for emergency service, and Progent does not bill for travel time except for urgent support where on-site time is less than 4 hours. In addition, Progent applies no sign-up charge and asks no retainer for support services provided during regular business hours. Many service organizations impose large minimum payments or charge in increments of fifteen minutes or more. Progent's small pricing granularity avoids giant invoices for fast repairs so you will not be tempted to permit minor issues to fester until they grow into big problems. Find out more about Progent's value pricing for IT outsourcing.

  • Full Documentation of IT Services
    Progent has created a comprehensive support reporting system that records and formats detailed documentation for all delivered support activities. Unlike some freelance consultants or small support organizations who provide minimal documentation or details of tasks performed, every service provided by Progent is accompanied by comprehensive documentation. Each Progent staff member has use of the support reports given by every staff member to every customer. The practice of detailing and organizing service activity allows more efficient service and eliminates a slew of typical misfortunes such as when a service customer is effectively held captive to a consultant who refuses to let go of the keys to the kingdom. Find out more about Progent's documentation of IT outsourcing services.

  • Knowledge Transfer
    Progent practices information transfer from Progent's support experts to clients. By educating clients to deal with problems that are within their comfort zone, Progent is able to focus on offering high-value skills where Progent faces few competitors. Small companies who utilize trusted independent service providers or who employ internal support personnel benefit when Progent transfers knowledge about new technology and tested processes to make their IT environments more robust, secure, and productive. Find out more about Progent's knowledge transfer services.

Service Delivery Options Available for Mid-size Businesses
To suit the needs and budgets of mid-size businesses, Progent offers a variety of options for delivering support, troubleshooting and consulting services. Options include nationwide remote support, on-site service in most zip codes in the U.S., and 24x7 network monitoring with automated alerts. Find out more about Progent's service delivery options for mid-size businesses.

Progent's Managed IT Services for Small and Mid-size Organizations
Progent Managed ServicesThe managed services model for network outsourcing is one of the most rapidly expanding areas of the IT services industry because it provides an affordable and effective solution for organizations to benefit from enterprise-class network management help without the need to create and sustain an IT services staff that is always up to date on at everything. Progentís managed services include Help Desk outsourcing, ransomware protection, and patch management. Progent's expanding selection of managed IT services are designed to provide organizations who have over-stretched IT service groups economical help from cutting-edge IT management technology and skilled personnel.

Managed IT services offered by Progent include:

Progent's Outsourced/Shared Service Desk: Call Center Managed Services
Help Desk ConsultantsProgent's Support Center services enable your information technology team to offload Call Center services to Progent or split responsibilities for Help Desk services transparently between your internal network support group and Progent's nationwide pool of certified IT support technicians, engineers and subject matter experts. Progent's Co-managed Service Desk provides a seamless supplement to your corporate support group. User interaction with the Service Desk, provision of support services, escalation, trouble ticket creation and updates, efficiency measurement, and management of the support database are cohesive whether issues are resolved by your core network support resources, by Progent's team, or a mix of the two. Learn more about Progent's outsourced/co-managed Service Desk services.

Active Protection Against Ransomware: Machine Learning-based Ransomware Detection and Remediation
Active Defense Against Ransomware ConsultantsProgent's Active Defense Against Ransomware is an endpoint protection (EPP) managed service that incorporates next generation behavior-based analysis tools to defend endpoint devices as well as physical and virtual servers against new malware attacks like ransomware and email phishing, which easily get by traditional signature-matching AV tools. Progent ASM services safeguard on-premises and cloud resources and offers a single platform to automate the entire threat progression including protection, infiltration detection, containment, remediation, and post-attack forensics. Key capabilities include single-click rollback using Windows VSS and real-time system-wide immunization against new threats. Find out more about Progent's Progent's ransomware protection and recovery services.

Progent's Patch Management: Software/Firmware Update Management Services
Software/Firmware Update Management ConsultantsProgent's support services for software and firmware patch management provide organizations of all sizes a flexible and cost-effective alternative for evaluating, validating, scheduling, implementing, and documenting updates to your ever-evolving information system. Besides optimizing the security and functionality of your IT network, Progent's software/firmware update management services free up time for your in-house IT team to focus on more strategic initiatives and activities that derive the highest business value from your network. Find out more about Progent's software/firmware update management services.

Progent Backup/Restore Management Services: Local, Cloud, and Hybrid Data Backup and Restore Services
Backup Managed ServicesProgent has worked with advanced backup technology companies to produce ProSight Data Protection Services (DPS), a family of management offerings that provide backup-as-a-service (BaaS). All ProSight DPS products automate and monitor your data backup processes and enable non-disruptive backup and rapid recovery of vital files, apps, images, and VMs. ProSight DPS helps your business recover from data loss caused by hardware breakdown, natural disasters, fire, cyber attacks like ransomware, user mistakes, malicious insiders, or software glitches. Managed backup services in the ProSight ProSight Data Protection portfolio include ProSight Ataro VM Backup, ProSight Ataro Office 365 Total Backup, ProSight DPS ECHO Backup using Barracuda purpose-built hardware, and ProSight MSP360 Hybrid Backup. Your Progent consultant can assist you to identify which of these managed services are most appropriate for your IT environment.

ProSight Duo Multi-Factor Authentication: Identity Validation, Endpoint Remediation, and Secure Single Sign-on
Duo Two-factor Authentication ConsultantsProgent's Duo MFA service plans incorporate Cisco's Duo cloud technology to protect against password theft by using two-factor authentication. Duo enables single-tap identity verification on iOS, Android, and other personal devices. With 2FA, when you log into a secured online account and give your password you are requested to verify your identity on a device that only you have and that uses a different network channel. A wide selection of devices can be used as this second means of ID validation including an iPhone or Android or watch, a hardware token, a landline phone, etc. You can designate several verification devices. To find out more about Duo two-factor identity validation services, refer to Duo MFA two-factor authentication services.

ProSight Subscription IT Services for Mid-size Organizations
Progent provides a family of budget-friendly, fixed-price managed services designed to enable small and mid-size organizations to benefit from the same cutting-edge technology deployed by many of the world's top corporations. The ProSight portfolio of network monitoring and management services addresses all critical areas of information technology including email protection, security and compliance, cloud-based backup/recovery, network infrastructure health monitoring, VM hosting, and IT asset documentation management. ProSight managed services offered by Progent include:

  • ProSight Active Security Monitoring: Endpoint Protection and Ransomware Defense
    ProSight Active Security Monitoring (ASM) is an endpoint protection solution that incorporates next generation behavior analysis technology to guard endpoint devices and servers and VMs against modern malware assaults such as ransomware and email phishing, which easily evade traditional signature-matching anti-virus products. ProSight Active Security Monitoring protects on-premises and cloud resources and offers a unified platform to address the entire malware attack lifecycle including protection, infiltration detection, mitigation, remediation, and post-attack forensics. Top capabilities include single-click rollback with Windows VSS and automatic system-wide immunization against new threats. Find out more about Progent's ProSight Active Security Monitoring (ASM) endpoint protection and ransomware recovery.

  • ProSight Enhanced Security Protection: Physical and Virtual Endpoint Security and Exchange Email Filtering
    ProSight Enhanced Security Protection managed services offer affordable in-depth protection for physical servers and VMs, desktops, smartphones, and Microsoft Exchange. ProSight ESP uses contextual security and advanced heuristics for continuously monitoring and responding to security assaults from all vectors. ProSight ESP delivers two-way firewall protection, penetration alarms, endpoint control, and web filtering via leading-edge technologies packaged within one agent accessible from a unified control. Progent's security and virtualization consultants can help your business to plan and implement a ProSight ESP deployment that addresses your company's specific requirements and that allows you achieve and demonstrate compliance with legal and industry data protection standards. Progent will assist you specify and implement security policies that ProSight ESP will enforce, and Progent will monitor your network and respond to alerts that require immediate attention. Progent can also assist you to install and test a backup and disaster recovery solution like ProSight Data Protection Services (DPS) so you can recover quickly from a destructive cyber attack such as ransomware. Read more about Progent's ProSight Enhanced Security Protection unified endpoint protection and Microsoft Exchange email filtering.

  • ProSight Email Guard: Inbound and Outbound Spam Filtering and Data Leakage Protection
    ProSight Email Guard is Progent's spam and virus filtering service that incorporates the technology of top data security companies to provide centralized control and comprehensive security for all your email traffic. The hybrid architecture of Email Guard managed service integrates cloud-based filtering with an on-premises security gateway device to provide advanced defense against spam, viruses, Denial of Service (DoS) Attacks, DHAs, and other email-based threats. The cloud filter acts as a preliminary barricade and keeps most unwanted email from reaching your network firewall. This decreases your vulnerability to external attacks and conserves system bandwidth and storage. Email Guard's on-premises security gateway appliance adds a further level of inspection for incoming email. For outgoing email, the on-premises gateway offers anti-virus and anti-spam filtering, protection against data leaks, and email encryption. The onsite security gateway can also assist Exchange Server to track and protect internal email traffic that stays within your corporate firewall. For more details, visit ProSight Email Guard spam and content filtering.

  • ProSight WAN Watch: Network Infrastructure Management
    ProSight WAN Watch is an infrastructure management service that makes it easy and affordable for small and mid-sized organizations to map, monitor, optimize and troubleshoot their connectivity appliances like switches, firewalls, and access points plus servers, printers, client computers and other networked devices. Using cutting-edge Remote Monitoring and Management technology, ProSight WAN Watch makes sure that network maps are kept current, copies and manages the configuration of almost all devices connected to your network, tracks performance, and generates notices when potential issues are detected. By automating time-consuming management and troubleshooting activities, WAN Watch can cut hours off common chores like network mapping, reconfiguring your network, finding appliances that need important software patches, or isolating performance bottlenecks. Learn more details about ProSight WAN Watch infrastructure monitoring and management services.

  • ProSight LAN Watch: Server and Desktop Remote Monitoring Services
    ProSight LAN Watch is Progentís server and desktop monitoring managed service that uses state-of-the-art remote monitoring and management techniques to help keep your network operating at peak levels by checking the health of critical assets that power your business network. When ProSight LAN Watch uncovers an issue, an alarm is transmitted immediately to your specified IT staff and your assigned Progent consultant so all potential issues can be addressed before they can disrupt productivity Learn more about ProSight LAN Watch server and desktop remote monitoring consulting.

  • ProSight Virtual Hosting: Hosted Virtual Machines at Progent's Tier III Data Center
    With Progent's ProSight Virtual Hosting service, a small business can have its key servers and apps hosted in a protected fault tolerant data center on a high-performance virtual host set up and managed by Progent's network support experts. Under Progent's ProSight Virtual Hosting service model, the client owns the data, the OS software, and the apps. Since the system is virtualized, it can be ported easily to an alternate hardware solution without a time-consuming and technically risky reinstallation process. With ProSight Virtual Hosting, your business is not locked into a single hosting service. Find out more about ProSight Virtual Hosting services.

  • ProSight IT Asset Management: Network Infrastructure Documentation and Password Management Services
    Progent's ProSight IT Asset Management service is an IT infrastructure documentation management service that allows you to create, maintain, find and protect information about your network infrastructure, processes, applications, and services. You can instantly locate passwords or serial numbers and be warned automatically about upcoming expirations of SSLs or domains. By cleaning up and managing your IT documentation, you can eliminate as much as half of time thrown away looking for vital information about your IT network. ProSight IT Asset Management features a centralized repository for storing and collaborating on all documents related to managing your business network like recommended procedures and self-service instructions. ProSight IT Asset Management also supports advanced automation for collecting and relating IT information. Whether youíre planning enhancements, performing regular maintenance, or responding to a crisis, ProSight IT Asset Management delivers the data you require as soon as you need it. Find out more about ProSight IT Asset Management service.
ProSight Network Audits
Progent's ProSight Network Audits offer a quick and low-cost way for small and mid-size businesses to get an objective evaluation of the health of their IT system. Powered by some of the leading remote monitoring and management (RMM) tools available, and supervised by Progent's world-class group of information technology professionals, ProSight Network Audits help you see how well the deployment of your essential network devices conform to industry best practices. Both the Basic and Advanced options for ProSight Network Audit services are offered at a budget-friendly, one-time cost and deliver instant benefits such as a more manageable Active Directory (AD) environment. Both versions also include a year of cutting-edge remote network monitoring and management. Benefits can include easier management, improved compliance with information security standards, higher utilization of network resources, faster problem resolution, more reliable backup and recovery, and less downtime. See more about Progent's ProSight Network Audits network infrastructure assessment.

Progent's ProSight Ransomware Preparedness Report
Progent's ProSight Ransomware Preparedness Report service is a low-cost service centered on a brief phone discussion with a Progent backup/recovery consultant. The fact-finding interview is intended to help evaluate your company's ability to block or recover quickly following an assault by a ransomware strain like Ryuk, WannaCry, NotPetya, or Locky. Progent will consult with you personally to collect information about your current security profile and backup/recovery system, and Progent will then deliver a custom Basic Security and Best Practices Report describing how you can follow industry best practices to create a cost-effective security and backup/recovery environment that meets your company's needs. For details, refer to Progent's ProSight Ransomware Preparedness Report.

Shared Help Desk Services
Progent's Co-managed Help Desk service is designed for organizations with 50 to 500 end users and allows your IT team to divide Service Desk support transparently between your in-house IT service team and Progent's extensive pool of certified IT support technicians, engineers, and subject matter experts. Progent's Shared Service Desk is a joint IT service solution built around the leading shared PSA platform for administering IT service requests, issuing trouble tickets, designating ownership, monitoring progress, and generating management reports.

Ransomware Protection, Cleanup and Operational Continuity Services
Progent offers the expertise of a veteran team of ransomware removal and business recovery consultants with the knowledge and background to defend your network against ransomware assaults and rebuild your system after a crypto-ransomware breach. Progent's group of certified cybersecurity professionals possess the wide range of skills needed to restore the functionality of a compromised network efficiently while delivering additional services such as settlement negotiations and forensics. To find out about Progent's ransomware protection and recovery services, see Progent's ransomware removal and business restoration services.

Work-from-Home Solutions
Progent can help your business with any aspect of creating a high-functioning work-at-home environment including infrastructure, VoIP PBX expertise, voice/video conferencing, collaboration platforms, cloud integration, Help Desk services, security and compliance, data protection, and unified management. To find out about Progent's teleworker support services, refer to Progent's work-from-home integration services.

Wi-Fi LAN Predictive Modeling and On-premises Wireless Site Surveys
Progent's Wi-Fi site survey services can help your company to plan, install, optimize, and debug a Wi-Fi network of any size and for any environment, providing your business a wireless LAN that offers the signal quality, speed, density, coverage, security, and robustness your business needs. Wi-Fi site survey services from Progent include online predictive modeling for designing a Wi-Fi solution, and in-person survey services for verifying, tuning, and troubleshooting your current Wi-Fi network. Find out more about Progent's Wi-Fi predictive modeling and on-site survey services.

Security Services
Progent offers a wide range of network security services to help businesses to identify and eliminate security vulnerabilities, defend against attacks, and recover from successful penetrations. Progent can provide remote and on-premises security consulting and also has developed economical fixed-cost security evaluation packages to complement Progent's regular by-the-minute billing. Progent's security assessment packages provide businesses with an economical way to comply with security standards mandated by state regulators or by customers.

Hosting Services
Progent's application hosting services offer a secure, affordable, and hassle-free alternative for managing mission-critical applications by combining the dependability of a world-class data center with the expertise of Progent's Microsoft-certified support team. Progent's ProSight Virtual Hosting Service gives midsize businesses a cost-effective option for hosting a variety of software platforms and key applications in a secure, fault-tolerant data center on a high-performance virtual host configured and maintained by Progent's network support experts.

Hybrid Cloud Integration Services
Progent can provide advanced online consulting to help businesses integrate their networks with public clouds such as Microsoft Azure, Amazon Web Services (AWS), and Google Cloud. Progent can assist organizations of all sizes to design and administer cost-effective environments that support Windows and Linux operating systems and apps in both cloud-based systems and in hybrid network models that utilize on-premises resources along with public clouds. To help you efficiently incorporate public cloud computing services into your IT ecosystem, Progent offers a variety of cloud integration services such as Office 365 integration with on-premises Exchange, Microsoft Azure planning and integration, Amazon AWS migration and support, Amazon Web Marketing Service (WMS) development and troubleshooting, and Google Cloud integration consulting. Progent has more than 20 years of experience providing high-level online consulting services and can help you successfully carry out cloud migration projects and quickly solve technical problems.

Onsite Support at the QTS Sacramento Colocation Center
The QTS (formerly Herakles) Internet Data Center is situated in the seismically-stable Natomas neighborhood of Sacramento. For businesses currently utilizing the QTS Sacramento data center as a colocation facility or planning on migrating their primary or disaster recovery system to the QTS data center, Progent can provide a range of affordable services that include data center migration, equipment deployment and upgrades, network optimization, comprehensive project management, virtual server expertise, remote network monitoring, streamlined network administration, software development, disaster recovery planning, data security evaluation, and the use of Progent's Test Lab. Find out more about Progent's QTS data center consulting services.

The Progent Test Lab
The Progent Test and Design Lab is a room at the QTS Internet Data Center with a variety of dedicated computers and network support equipment that can be utilized remotely or on premises to accommodate piloting, evaluations, capacity modeling, troubleshooting, business continuity simulation, education, and additional purposes to help Progent's clients successfully carry out major IT initiatives. Learn more about Progent's Test Lab at the QTS Data Center.

Virtualization Expertise
Progent can provide expert consulting to help midsize businesses efficiently deploy advanced virtual server platforms in order to save money, improve reliability, and streamline disaster recovery. Progent offers VMware vSphere integration, VMware Site Recovery Manager consulting, VMware NSX virtual network design and deployment, Windows Server 2016 Hyper-V consulting, Windows Server 2012 R2 Hyper-V planning and deployment, and Citrix XenServer expertise. For delivering virtual Windows desktops and applications, Progent's Citrix-certified engineers can provide Citrix XenDesktop support and Citrix XenApp consulting. Progent's engineers can help midsize businesses design networks that get the full benefit of virtualization, implement virtual servers and desktops to enhance network performance, dependability, and manageability while cutting expenses, create and validate business continuity procedures that reduce downtime in the event of a catastrophic network failure, and provide continuing consulting and support for virtualized environments.

Microsoft System Center Operations Manager-based Network Support Packages
Progent has developed special Network Support Packages based on the automated problem detection and analysis capabilities of Microsoft System Center Operations Manager, a powerful network management platform that monitors the reliability, throughput, and security of your network servers and alerts you to problems before they can impact your productivity. Progent's Network Support Packages also include network evaluation, security assessment, Help Desk support, and the design of secure data links between your system and Progent's support engineers. Find out more about Progent's special Network Support Packages for cost-effective IT support outsourcing.

To find concise details on our IT outsourcing packages, check out our Spec Sheets for IS Outsourcing and Server Monitoring Packages, accessible in Acrobat files for convenient downloading.

For an example of how Microsoft Operations Manager helped a business achieve enterprise-class network management, read the Microsoft Operations Manager Case Study.

To contact Progent about Network Support Packages for mid-size businesses, call 1-800-993-9400 or visit Contact Progent.



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