Converging Technology Solutions Inc. - Keeping An Eagle Eye On IT

Quality Technical Services

CTS is prepared and equipped to provide ongoing technical support, maintenance, and strategic planning to both protect and secure the investment of the total IT infrastructure solution of our clients in a cost effective service delivery process. We promote a service delivery process that we call our Strategic Technology Relationship Agreement (STRA). The STRA service delivery process is anchored to the mutual understanding that our clients are first class clients and deserve first class service results.

Quality Service Offerings

Strategic Techology Relationships for comprehensive IT solutions.
Business IT needs analysis and design recommendations.
Network infrastructure audits and design recommendations.
Disaster recovery plans for business critical data processes.
Server design and deployment for mission critical systems.
Server centric management of concurent software licensing.
Design and deployment of thin or smart client workstations.
Design and deployment of LAN/WAN network infrastructure.
Network distributed management of software updates and bugfixes.
Network security, virus, spam, spyware and daily backup monitoring.
Network VoIP telephony including Voice, Fax and Data convergence.
Secure VPN Terminal Services and Managed Outsource Solutions.
Internet Security with intellignet intrusion prevention services.
Server hosting, eMail hosting and secure Virtual Private Networks.
Long term customer care, responsive IT technical solutions.
Structured support and maintenance programs.

Quality HelpDesk Call Processing

Ongoing support calls are accepted through the CTS HelpDesk and processed at the HelpDesk as the tech support considers the answers to the following questions:

Can this support request be resolved immediately with interactive assistance from the CTS Helpdesk tech support team?
Can this support request be resolved immediately through a secure remote technical support link to the clients' desktop workstation or server?
Can this support request be resolved as a scheduled secure remote support solution?
Should this support request be escalated from the Helpdesk to a CTS On-Site Support Tech?
Can this support request be resolved as a scheduled On-Site technical support solution?
Should this support request be escalated from the Helpdesk to a CTS Senior Technical Consultant?

CTS will process the request through the CTS Helpdesk based on the answers to these questions and through interactive discussion with the client’s staff member or technical coordinator who initiates the support request.