Structured Support through Managed Services

CTS maintains a highly structured process management for our clients' solution by providing real time device monitoring and alerting.  We provide monthly service reports that document the support activities that we applied to the client's solution.  We provide real-time interactive desktop and server support with silent support and monitoring of network devices such as firewalls, routers, switches, and appliances connected through secure and private VPN tunnels to the client's wide area network.

We provide either monthly, quarterly or semi-annual reviews with the client's management team.  These reviews are designed to promote effective communication with the stakeholders and facilitate a forum in which proactive measures are promoted for the long term reliability and availability of the IT solution.  CTS uses the concept of continuous quality improvement (CQI) for maintaining and advancing exceptional technology results for the client environment.  CTS believes that with the proper attention to proactive measures an organization can experience long periods of continuous infrastructure uptime, minimizing opportunity cost.

Quality HelpDesk Call Processing

Helpdesk support calls are accepted by the CTS HelpDesk with interactive discussion between either the client's staff member who initiates the support request or the client's technical coordinator who coordinates support calls.

Helpdesk calls are processed using this workflow:

♦ Can the request be resolved immediately with interactive assistance from the Helpdesk?
♦ Can the request be resolved immediately through remote assistance of the client's end device?
♦ Can the request be resolved with a scheduled remote support session when the end user is away?
♦ Does the request require escalation to Level 2 or 3 technical support?
♦ Does the request require a scheduled on-site technical support visit?
♦ Does the request require an emergency on-site response from senior tech support?

Privacy and Confidentiality

CTS is extremely conscious about privacy, security and confidentiality.  CTS acquires and employs technical talent based on honorable character attributes that demonstrate a team attitude along with a high standard of integrity and professional ethics.  CTS corporate policy requires that all directors, employees and subcontractors sign and adhere to a rigorous non-disclosure agreement to protect the intellectual property of our clients and ourselves.