For a flat monthly fee Everglades Technologies becomes your single point of contact for management of all office technology.  This includes laptops, desktops, video conference devices, telephones, and management of 3^rd party vendors such as internet service providers.

The foundation of our solution is a solid proactive monitoring solution that allows us to work from an action position versus reactive to issues before they evolve into business downtime events.  This includes continuous monitoring of every device across the network and all remote sites 24x7x365 along with proactive security and patch management for critical operating system software.

To provide this proactive solution to our clients we leverage Continuum remote monitoring and management solutions as they are an established a leader in our industry.  Continuum also allows our internal technical team to count on a host of additional technical resources for assistance with minor to high-impact issues.  We have used Continuum for several years now and hold them in high regard.  Their systems and resulting action have caught and prevented numerous issues that would have otherwise negatively impacted client critical systems.

In monitoring our client internet connectivity we custom built an internal network operations center in our office as well as created proprietary software that integrates office circuit locations with Google Maps.  This “NOC” is displayed in our office on several large size flat-screen displays for view at all times by our technical team.  Should a client internet circuit experience issues or drop connectivity altogether, we are alerted with a large red checkmark on the map where the circuit is located along with audio and email alerts following for our immediate review and action.

Client videoconferencing is a critical piece of equipment and is treated with a higher than normal response time should any issues arise.  We normally require test calls be scheduled with our technical staff before actual calls to ensure that the system is functioning and video and audio quality are working up to par.  In proactive management of the video systems, we check to ensure the system is receiving power and internet/ISDN connectivity for impromptu calls.  There is also an option we provide to install an IP camera in the room with the system so our team has access to a live feed to help troubleshoot issues that are not obvious without actually seeing the issue first-hand.

Client backups are critical and often the most overlooked part of any network.  We utilize another solution named Axcient.  Axcient is a scalable private cloud server setup that is purchased and placed on a client local network (and optionally remotely to create an offsite redundant backup).  Axcient creates 15-minute incremental copies of all data on each local client server and can also create mirror copies of client desktops that are optionally copied off-site for a monthly fee.  In addition to high-quality backups this backup server can also virtualize a server on the client network in the event of a server down event.  This means you can virtualize a file or email server that has suffered a critical failure and your business continues to operate as normal until replacement of the original server takes place.

For day-to-day ticketing and technology management we rely on ConnectWise professional services automation software to manage our internal service, documentation, and billing workflows.  This internal database contains a live record of all client technology and related technical information so any engineer on our staff has the ability to work immediately on client support requests.  We also offer a client portal accessible via normal web browser that allows clients to open new tickets and check on existing tickets, as well as check their billing and print past invoices.

We believe strongly in clear and open communication with our clients.  At quarterly or semi-annual intervals we schedule a review meeting with the dedicated account manager assigned to your account.  The purpose of this discussion is to present metrics showing our day-to-day responsiveness, overall tickets and proactive maintenance, and properly plan and forecast future technology expenditures.  These meetings are where we really set ourselves apart from the competition as they allow a level of integration with your office that is not the norm among IT companies.

Our managed solutions start with our Evercare comprehensive plan that includes unlimited remote support, unlimited onsite support, plus guaranteed enhanced response and recovery timeframes.  We also offer an Evercare standard plan that includes the same unlimited remote support with lesser response times and limited on-site time that is usually a match when a client has an internal level  1 or level 2 technical resource.