Progent’s Disaster Recovery/Business Continuity specialists offer extensive experience assisting small businesses to reduce system downtime by providing cost-effective online consulting services for disaster recovery/business continuity planning, fault-tolerant IT architecture, backup/restore systems, and transparent system maintenance. Progent’s business continuity experts can assist your company to plan and test a sensible business continuity plan that aligns with your business needs and IT budget. Progent’s disaster recovery specialists can assist you to design, deploy, and maintain resilient technologies including non-stop Internet connectivity, virtualized servers, fail-over clustering, load balancing, continual off-site backup, and geographically dispersed data centers.
Progent's productive atmosphere will make you a more capable professional by enhancing your technical knowledge and increasing the loyalty of your clients. Progent delivers this promise by recruiting the best professional experts for you to operate with, offering a state-of-the-art network and communications architecture, using specialized software utilities to deliver the highest level of service, and by optimizing proven business models for finding and maintaining clients.
If your office computer system combines Linux-based products platforms with MS Windows, Progent can show you how to integrate your IT resources into a cohesive network that allows all your OS platforms to coexist for simple management, seamless dataflow, high availability, superior throughput, and tight protection. Progent's UNIX/Linux and Microsoft Windows integration support offerings feature IT architecture configuration and service, consulting for Microsoft Windows services for UNIX (SFU), online network monitoring and management, online technical help and repair, on-site technical support, and Contact Center support.
Progent's certified Microsoft Windows 2000 consulting staff can help you optimize the capability of your existing Windows 2000 Servers and can simplify network management, provide technical support and repair, and enhance security. Progent can also help you create, rationalize, and execute a plan to upgrade from Windows Server 2K to Windows Server 2003. Progent is expert in designing test installations to eliminate the obstacles associated with moving to Windows Server 2003 by uncovering potential hardware and application compatibility issues.
Progent's Microsoft-certified Windows 2000 Server experts offer network support and IT consulting services for the entire family of .NET Servers, Windows 2000 Server, and Windows Server 2003. Progent's Microsoft Windows 2000 Server integration, update, and support offerings include system design, installation, documentation, on-site and off-site technical support, Call Center outsourcing, expert security analysis, turn-key outsourcing, and cost-effective co-sourcing.
Even if your business has a minimal computer support group and a limited IT budget, your information system can still have the same high availability and performance that once required a large in-house service organization. Progent's 24x7 Network Support Services for small businesses combine the experience of world-class Microsoft-certified and Cisco-premier IT professionals, the most recent network management software for proactive monitoring and threshold alarms, and cost-effective support programs such as a help desk call center to keep your vital network applications and hardware up and running.
Microsoft Lync 2013, renamed Skype for Business, enables organizations of any size to create a centrally managed and secure communications environment that permits the modern Bring-Your-Own-Device computing style with IM, real-time presence, audio/video and web conferencing with app sharing and whiteboard, and both IP-based and PSTN telephony enabled for a broad assortment of stationary PCs and handheld clients. Progent's certified Lync Server 2013 experts and system integrators can assist you to assess the business benefits of Lync Server 2013, create an on-premises, cloud-resident (with Lync Online) or mixed model appropriate for your present and future goals, deploy Lync 2013 so as to speed up your return on investment, and provide custom webinar and onsite training to your management staff and end users. Progent offers in-depth expertise in critical pieces of a Lync 2013 solution including Windows Server, SQL Server and Exchange, and Progent can assist your organization to combine Lync 2013 with key Microsoft 365 apps including Outlook and PowerPoint.
Progent's Microsoft-certified network experts can assist your organization to assess the value of Exchange 2010 for your company and can help your IT staff to plan and implement a smooth upgrade to Microsoft Exchange Server 2010 from Exchange Server 2003 or Microsoft Exchange 2007 Server that will offer quick ROI by increasing your workers' efficiency, lowering the cost of hardware and service, simplifying management, and consolidating your vital communications technologies.
Progent can help you in any facet of your upgrade to Microsoft Exchange Server 2019 such as configuring Windows Server 2019 Core for hosting Exchange; planning high availability (HA) architecture for an on-premises, cloud-based or hybrid environment; moving mailboxes; designing and implementing Windows Hyper-V; setting up HLB; building Database Availability Groups (DAGs) with MCDB solid-state caching; setting up Skype for Business 2019 for cloud voicemail; integration with SharePoint Server or SharePoint Online; updating firewalls; integration with Microsoft 365; and setting up Outlook.
Progent's ProSight Enhanced Security Protection services deliver ultra-affordable in-depth security for physical servers and virtual machines, workstations, mobile devices, and Exchange Server. ProSight ESP utilizes contextual security and advanced machine learning for round-the-clock monitoring and responding to cyber threats from all attack vectors. ProSight ESP delivers firewall protection, penetration alarms, endpoint management, and web filtering through cutting-edge technologies incorporated within one agent accessible from a single control. Progent's security and virtualization consultants can help your business to plan and implement a ProSight ESP deployment that meets your organization's specific needs and that helps you demonstrate compliance with government and industry information security standards. Progent will help you specify and configure policies that ProSight ESP will enforce, and Progent will monitor your IT environment and react to alerts that require urgent attention. Progent can also assist you to install and verify a backup and disaster recovery solution such as ProSight Data Protection Services so you can get back in business quickly from a potentially disastrous cyber attack like ransomware.
Progent offers cost-effective remote and on-premises consulting to assist organizations to migrate all or part of their critical network infrastructure to Google Cloud Platform services. This can save management hassle and hardware costs and enable the use of Google's state-of-the-art AI and machine learning tools. Progent can assist you with every phase of Google Cloud Platform integration including requirements analysis, preparedness assessment, architectural design and review, testing, configuration, centralized administration, performance optimization, licensing management, disaster recovery mechanisms, and security.
Progent can deliver a broad array of affordable support services to help your business to deploy, integrate, troubleshoot, and administer workstations and notebooks based on Windows, Apple macOS and OS X, or popular editions of Linux. Progent can provide onsite or online help for single computers or laptops or work with your business to plan and carry out a company-wide rollout of new or revised operating system software and applications. Progent can also supply consultants and technicians to assist you to prepare for and implement a company move or consolidation designed to produce minimal disruption of your business.
Remote management cards offer network administrators complete control over a server without the requirement for an on-site visit. Through these server management cards, all console screen information plus keyboard and mouse functionality are transferred to a remote session to a support professional who can be situated anywhere in the world. Progent's Microsoft and Cisco certified consultants can assist you to design, deploy, and manage a fault-tolerant business network that includes remote server management cards and Progent can utilize these remote server management cards to provide efficient remote technical support. Progent has experience with a number of remote management cards such as Aten IP9001 remote server management cards, American Megatrends remote management cards, Dell remote server management cards, HP Lights-Out remote server management cards, and Peppercon eRIC remote server management cards.
Microsoft Windows 8.1 is engineered to run on computers from smart phones and slates to engineering workstations. An abundance of new and improved capabilities, including touch screen support and iconic live tiles GUI, provide a wide selection of advantages for companies who understand how to exploit them. Progent's Microsoft-certified consultants can assist bring your organization up the learning curve with Windows 8.1 and make sure you derive significant competitive advantage from the operating system's many new and enhanced technologies.
Microsoft SQL Server 2000 is a complete, web-aware database and data analysis package that opens the door to the fast development of cutting-edge high-end applications that can provide your business a critical competitive edge. SQL Server provides built-in support for XML and the ability to query across the Internet and beyond the firewall. The knowledge and experience of Progent's certified SQL Server 2000 consultants, averaging more than over 10 years of work supporting Microsoft integration, assures you success in designing, installing and supporting Microsoft SQL Server applications that are well integrated with other applications based on Microsoft's .NET platform.
Microsoft Exchange Server 2013 includes significant enhancements to the functionality of its predecessor Microsoft Exchange Server 2010 and introduces powerful new features plus a revamped architecture. These improvements favorably impact key areas such as ease of administration, high availability (HA), security and compliance, operational costs, collaboration, extensibility, throughput, compatibility, and productivity. Progent's Microsoft-certified Exchange Server 2013 consultants can assist your organization to evaluate the possible advantages of upgrading to Microsoft Exchange 2013, design an efficient validation and rollout plan, and train your IT team to manage your Exchange 2013 environment. Progent also offers ongoing online support and management for Exchange Server 2013.
Small to mid-sized companies can now enjoy all the advantages of System Center Operations Manager 2007 and in addition have fast access to Progent’s Microsoft Certified IT consulting experts. With Progent's economically priced network service programs, small and midsize businesses can choose a simple Microsoft System Center Operations Manager 2007-based co-sourcing service program with network monitoring, reporting, Help Desk and online troubleshooting or a complete 24x7 outsourcing solution. Progent offers expertise in Operations Manager to provide small business information systems world-class availability, protection, and performance.
24-Hour Microsoft and Cisco Certified Expert Midsized Business Computer Firms
Cisco's wireless VoIP phones are industrial-grade wireless devices designed for workers who are mobile within office, warehouse, retail or other environments where management wants user endpoints that provide more administrative control, data security and durability than is achievable with the BYOD (Bring-Your-Own-Device) style of workplace communications. Successful integration of Cisco's wireless VoIP phones typically demands that you configure and optimize numerous key pieces of your wireless environment such as access points, switches, Cisco wireless LAN controllers, and call management tools. Progent's Cisco-certified consultants offer online and on-premises support to help your organization build and administer a Cisco wireless IP phone deployment by delivering services that can range from debugging the configuration of a wireless IP phone or AP to providing comprehensive project management outsourcing or co-sourcing services for updating the wireless architecture of a campus.
If your business operates a UNIX, Linux, or Sun Solaris network or a mixed-platform network, Progent's CISM and CISSP-premier security specialists can help your whole enterprise in a broad range of security topics including security administration practices, security architecture and models, connection control systems and methodology, applications development security, business processes security, physical security, telecommunications, network and web security, and disaster recovery preparedness. CISM and CISSP stipulate the basic competencies and international standards of performance that network security professionals are required to master. These accreditations give executive management the assurance that those who have earned their CISM or CISSP certification have demonstrated the experience and knowledge to deliver world-class security support and engineering services.
Progent's UNIX family consulting services offer small businesses and developers assistance with managing and supporting UNIX, Linux or Solaris systems that coexist with Microsoft-based networks. Progent can give your business access to UNIX consultants, consulting professionals certified by Microsoft and Cisco, and security specialists with CISM certification. This wide range of expertise provides you with a convenient single source to show you how to create and manage a secure and robust cross-platform network and communications environment that allows UNIX and Microsoft coexistence by integrating Windows with major variants of UNIX including Apple macOS and OS X, Solaris, IBM AIX, HP-UX, BSD, SCO and SGI/Irix or major Linux platforms including RedHat, SuSE, Mandrake, Debian-GNU and Slackware.
Progent can assist you to evaluate the wealth of subscription plans available with Microsoft 365, previously branded Office 365, and configure your network with Microsoft 365 so you derive maximum business value. Progent supports multi-platform environments that incorporate Windows, macOS or OS X, and Linux technology. Progent can also help your business to build and maintain hybrid ecosystems that transparently combine on-premises and cloud-based resources.
Progent’s Technical Response Center provides nationwide extended hours remote help for information systems based on Windows and Cisco products and technologies. Progent's Microsoft and Cisco-Premier service experts offer after-hours telephone help and online direct network access to isolate and resolve technical problems rapidly and economically. The breadth of IT expertise available from Progent's staff of nationwide service professionals allows Progent to escalate even the most difficult problems to appropriate specialists as required. For urgent issues, the Technical Response Center endeavors to answer your call for service in less than one hour.
Microsoft 365 Exchange Online lets you utilize cloud-based servers, mailboxes and associated Exchange components to lower hardware costs and administrative hassle. You can deploy Exchange Online to run all your mailboxes, or you can set up a hybrid solution that combines both local as well as cloud-hosted mailboxes. Progent's Microsoft-certified consultants offer affordable online technical support to assist your organizations to assess the benefits of Microsoft 365 Exchange Online, plan a solution that aligns with your business needs and budget, implement an efficient migration from your current Exchange organization to one that incorporates Exchange Online, train your management staff and users, and deliver as-needed consulting and technical support.
Cisco's security and remote connection products for small companies offer a full range of easy-to-administer security products to help protect your local and remote information system. Cisco's VPN product family includes routers, firewalls, intrusion detection devices and Virtual Private Network concentrators. Progent's professional staff of consultants includes field-proven specialists with Cisco Certified Internetwork Expert and CCNP qualifications who are able to assist your company to evaluate Cisco Virtual Private Network, Cisco RADIUS Security, Cisco Aironet and Meraki Wi-Fi access points, and other Cisco security technologies that fit best with your business objectives.
Progent can assist your business in any and all phases of your migration to Microsoft Exchange 2016 including designing high availability architecture for an on-premises, cloud-based or hybrid environment; licensing requirements for Exchange 2016 and Windows Server 2012 R2 or later; migrating mailboxes; Hyper-V strategy; determining storage capacity required for your virtual machines, mailbox databases and logs; configuring hardware load balancing (HLB) for fault-tolerant client access services; designing, building and testing Exchange and Windows Servers and Database Availability Groups (DAGs); setting up collaboration with SharePoint; preparing your firewall; resolving SSL issues; performing client integration with Office desktop or Microsoft 365; and configuring Outlook on the web (formerly Outlook Web App).
If you have a company information system with 10 to 50 desktop clients, Progent's IT outsourcing services save your organization from dependence on single independent service provider while giving you cost-effective and reliable access to enterprise-class technical support. By delivering network support service when you need it, providing advanced knowledge for critical applications, delivering value-added support such as automated server monitoring, and charging only for support you use, Progent gives you an economical way for optimizing the profitability of your small office information system. Progent is the intelligent way for small businesses to build and support a reliable and secure IT system and to benefit from fast access to the skilled consulting typically available only to enterprises who can afford a large internal IT group.
If your company has a UNIX or Linux network or a mixed-platform computer system, Progent's CISA and CISM-premier consultants can help your entire organization in a broad range of security topics including security administration practices, security design and models, connection control systems and techniques, software development security, business processes security, hardware security, telecommunications, network and web security, and disaster recovery preparedness. CISM and ISSAP define the core skills and international standards of performance that network security managers are required to possess. These certification offer executive management the assurance that consultants who have achieved their CISA or CISM qualification have demonstrated the experience and knowledge to deliver effective security management and engineering services.
Progent's Microsoft-certified consultants have 20 years of background planning, integrating, and maintaining messaging solutions for companies in the and across the U.S. Progent offers affordable Microsoft Exchange Servers consulting support to make sure that your email environment offers compliance, fault tolerance, easy connectivity for off-site and wireless users, time-saving management tools, and seamless integration with telephony. Progent provides expertise and support services for Exchange 2016, Microsoft Exchange 2013 Server, Exchange 2010, MS Exchange 2007 Server, Exchange 2003 Server, and Microsoft Exchange 2K. Progent can also assist small or medium businesses to upgrade to Microsoft Exchange 2016 Server or Microsoft Exchange 2013 Server.
Progent's Microsoft-certified consultants have 20 years of background designing, integrating, and supporting email systems for businesses in the and across the U.S. Progent offers affordable Microsoft Exchange Servers consulting support to make sure that your email environment features protection, service continuity, easy connectivity for remote and wireless users, time-saving administrative tools, and seamless integration with telecommunications. Progent offers expertise and support services for Exchange 2016, Exchange 2013 Server, Exchange 2010 Server, MS Exchange 2007, Microsoft Exchange 2003, and Exchange 2K. Progent can also assist small or medium businesses to migrate to MS Exchange 2016 Server or MS Exchange 2013.
Progent’s Microsoft certified experts offer small and medium size businesses enterprise-grade consulting services for Microsoft Systems Management Server 2003. Systems Management Server is Microsoft's standard tool for change and configuration management. SMS 2003, included in Microsoft System Center 200, allows you to deliver important software quickly and automatically to specified workers, lower software expense and adhere to licensing agreements by understanding patterns of usage, enhance Windows protection by increasing your awareness of weak points and by delivering critical patches, manage your external workforce through accepted standards independent of connection or geography, and lower operational costs by efficiently exploiting the administrative functions incorporated into Windows. Progent’s SMS consulting professionals can show you how to use SMS economically for automated software and application deployment, security patch control, and asset tracking management including software and hardware inventory.
Progent's Microsoft certified consultants can assist you to test Microsoft Windows 7 to verify application and driver compatibility and to check its performance and reliability working in your environment. Progent can also show you how to estimate the likely business advantages of moving to Windows 7. If you decide that Windows 7 fits your business strategy, Progent can help your IT organization to plan and implement a smooth deployment of Microsoft Windows 7 from a previous release of Microsoft Windows.
Even if your company has a minimal network services staff and a limited IT budget, your information network can still have the same high reliability and performance that once required a large in-house service group. Progent's 24x7 Network Support Services for small businesses combine the expertise of world-class Microsoft-expert and Cisco-premier IT professionals, the latest network management software for proactive monitoring and alerts, and cost-effective service programs such as a help desk call center to keep your mission-critical network applications and hardware up and running.
Progent's CISSP-premier cybersecurity experts can help businesses of all sizes with any aspect of information system security. Progent can help implement efficient security systems that protect a small office from modern malware attacks or Progent can design, deploy, and monitor a comprehensive security strategy for hybrid networks that support local, remote, and mobile clients accessing network resources spread over a mix of physical sites and public and private clouds.
Progent is an Altaro partner and can plan and manage an implementation of Altaro Office 365 Backup to safeguard your Microsoft 365 mailboxes, files stored within your company's OneDrive Accounts and SharePoint sites, plus user and group Teams Chats.
Progent's Palo Alto Networks firewall consultants can help you choose, configure, and manage Palo Alto Networks PA-Series firewalls to create a modern cybersecurity ecosystem that extends across your on-premises and cloud-based assets and protects any user at any location with any device.
Progent's Windows 11 consulting experts offer a range of services to support Windows 11 such as cloud solutions, mobile device management and synchronization, at-home workforce access, security and compliance, streamlined provisioning, and Help Desk Call Center support services.
Progent can assist your business to plan for, deploy, and operate System Center 2012 R2 Configuration Manager (SCCM 2012). Progent can assist you to upgrade efficiently to Configuration Manager 2012 from a legacy device and application management solution or help you to modify your current SCCM 2012 ecosystem to support your changing business needs. Also, Progent can help you to create an infrastructure that takes full advantage of SCCM 2012 by providing expertise with associated Microsoft platforms such as ADDS, SQL Server and SQL Server Reporting Services (SSRS), and IIS.
Systems Management Server 2003 provides extra capability for change and configuration management of Windows-based networks through introducing Feature Packs. Feature Packs reduce the overall operational expense of managing and deploying software products by making it simpler to install system images, manage mobile computers, and operate management tools. In addition to advising you about ways to save management expenses by installing Microsoft SMS 2003 Feature Packs, Progent's consultants can help you plan and implement IT projects involving areas that Feature Packs are designed to streamline. Progent's migration and update services can lower cost and eliminate business disruption as you transition to new operating systems and applications. Progent's wireless consulting experts can help you define efficient procedures and policies to manage handheld computers and smart portable communication devices so your mobile workforce stays efficient and secure. Progent's CISSP-certified engineers and CISM-certified consulting professionals can show you how to develop a security strategy that includes standards, processes and IT products to keep your IT network protected.
Progent provides the help of Microsoft and Cisco-Premier IT support experts to offer customers affordable alternatives to help businesses optimize the benefits of Microsoft and Cisco products. For networks that span from remote offices to nationwide corporations, Progent's network engineers can assist you to improve your network's e-mail architecture, security, reliability, performance, and network management.
Progent's certified consultants can assist you to test Windows 7 to confirm application compatibility and to check its speed and reliability working in your environment. Progent can also help you to estimate the likely strategic advantages of adopting Microsoft Windows 7. If you decide that Microsoft Windows 7 fits your business, Progent can assist your IT organization to plan and carry out a smooth upgrade to Microsoft Windows 7 from a your current version of Microsoft Windows.
Progent’s Microsoft-certified consultants can provide companies of any size consulting, technical support, and development services for Microsoft SharePoint Server and SharePoint Online. Microsoft SharePoint is an advanced solution that uses web-based technology for intelligently coordinating people, teams and data. Microsoft SharePoint Server provides a common spot for your employees or clients to access, organize, share and interact with useful data, documents, and applications and to communicate with one another. SharePoint allows quicker and better decisions, more efficient access across teams and more streamlined business practices. Windows SharePoint Services connect workers, clients, teams and projects with the data they’ve developed in a way that makes data easy to locate, download and re-use. Progent's certified SharePoint experts can assist you to support your current SharePoint solution or upgrade to the latest version of SharePoint Server or to SharePoint Online.
Configuration Manager 2016 automates software provisioning and updating, centralizes compliance settings management, inventories network assets, protects against company data leakage, performs network health reporting, allows secure end-user self service, and offers a single point of control for administering multi-operating system ecosystems running on-prem, cloud-centric, or hybrid deployment topologies. Progent's Microsoft-certified Configuration Manager 2016 consultants and Microsoft Azure cloud integration experts can assist your organization with any aspect of designing, installing, using and repairing a SCCM 2016 solution for local, cloud-based, or hybrid networks.
Progent's Check Point consultants can show you how to select and deploy Check Point Software Firewall and VPN utilities and hardware based on Check Point Software's technology to offer an economical and effective security defense for your corporate network. Progent can also show you how to configure other Check Point technologies including Check Point ZoneAlarm and Check Point Series 80 appliances with security products from other vendors and offer a central source for on-going technical support, maintenance, training, and design services.
Progent offers the support of an accredited engineer with expertise integrating products from the major video conferencing/telepresence providers such as Cisco, Polycom, and LifeSize and can help your company to plan, configure, upgrade, or troubleshoot a video conferencing solution that preserves your investment and optimizes the strategic value of your IT network. Progent also offers the expertise of infrastructure engineers able to assist businesses of any size to build and troubleshoot a communications network that delivers the speed, dependability, security, and scalability you need to accommodate your telepresence environment.
Progent's Cisco Jabber consultants offer remote or onsite support to assist businesses of any size to design, implement, maintain, upgrade or debug Cisco Jabber environments and Cisco Unified Communications Manager infrastructure. Progent can provide advanced support for the technologies that make up creating a cohesive Jabber solution such as Cisco network appliances and management tools, Microsoft 365 apps, Windows and Mac desktops, Apple iOS and Google Android smartphones, SIP trunking, Wi-Fi networks, security and compliance, cloud integration, telepresence systems, PBX products, business continuity, and other components of a cohesive collaboration ecosystem.
Progent’s private cloud hosting allows small and midsize businesses to run key applications like SQL and Exchange from a secure Tier III data center facility on fault-tolerant equipment with geographically separate backup. Progent utilizes Microsoft's Hyper-V technology for server virtualization and Microsoft Data Protection Manager for backup replication and restore. Smaller organizations can use Progent’s private cloud to avoid large investments in the purchase, maintenance, and management of computer equipment and facilities while benefiting the highest levels of network availability and security.
Progent provides nationwide remote technical support and troubleshooting services for companies that operate UNIX, Linux, or Solaris networks or whose IT systems include a combination of UNIX/Linux and Microsoft technology. Remote technical support offers optimum return for your information technology budget by protecting user efficiency and limiting the time billed for network analysis and repair. Sophisticated online support utilities and skilled service specialists and consultants allow Progent to solve most IT issues without squandering time and expense by traveling to your location. In the vast majority of situations your network issues can be dealt with over the phone or via a combination of phone support and online network analysis. Progent can offer the services of Cisco CCIE infrastructure experts and CISSP and ISSAP certified security professionals to help you with the most difficult system problems.
Progent's remote access and smartphone synchronization experts can assist your business to plan and deploy connectivity solutions for remote desktop PCs, laptops, and smartphones so they integrate seamlessly with your information network, enabling your business to optimize the productivity of your off-site workforce.
Progent's Cisco CCIE-certified wireless infrastructure experts can provide remote or onsite integration and troubleshooting services to assist your organization to design, implement, update, optimize, manage and debug Aironet wireless access point environments of any scale or architecture. Progent's Cisco Wi-Fi controller experts can also assist you to combine your wireless environment with your wired network infrastructure and cloud-hosted resources to create a seamless enterprise connectivity solution that is easy to administer and scale. Progent also offers affordable wireless site surveys to assist you to determine the most efficient selection, location and configuration of Aironet wireless access points to work with your unique office layout, building structure, and anticipated network traffic.
Progent can provide rapid online support from Cisco CCIE network infrastructure experts. Progent's CCIE engineers can connect to your environment via advanced remote support tools to deliver fast and economical troubleshooting and repair of urgent network issues.
The Helpdesk support model used by Progent offers small organizations an effective alternative to reliance on independent service individuals by offering broad expertise accessible to multiple engineering teams, optional 24x7 access to emergency assistance, escalation capability to appropriate engineers for handling the most intractable issues, service consistency and dependability, quick follow through enforced by seasoned service managers, a selection of easy-to-use mechanisms for requesting support jobs, and a high level of process visibility made possible by ticket updates and available through a web portal.