Support Services
Toronto-Centric IT Support
Augment your existing IT management with a full range of support services. Quartet provides a one-call approach to IT support. No matter what the IT issue, our help desk is the only call your employees will have to make. If our help desk technicians can’t remedy the issue, the help desk ticket is escalated to your dedicated on-site technician, who will be at your office in a matter of minutes.
Our services can be purchased a-la-carte, by employee, and SLA’s can be modified to suit budgets and service requirements. With this disciplined flexibility, our clients get better value from Quartet and ultimately get better value from technology.
- We offer flexible services. Our service levels can be scaled to meet the needs of your company.
- We are Torontonians. When you call us, you’re going to speak to someone in the same city, not overseas.
- On-site techs are nearby. Our techs are positioned around the city for rapid response to dispatches.
- Large Network of Partners. Through networks like VentureTech, we can extend IT support to locations worldwide.
Deskside Support for Downtown Toronto
Quartet’s On-Site Support service involves rapid deployment of field staff for hands-on support, or augmenting your staff as a “virtual IT department”. When problems are encountered, Quartet’s technicians are dispatched to your place of business. We work to resolve issues that cannot be addressed through remote support or guidance. Quartet can also work within your organization as a “virtual IT department” that will handle planning, consultation, routine tasks and preventative maintenance – duties typically performed by an in-house department.
Functions covered by On-Site Support:
- Software and hardware troubleshooting
- Hardware upgrades
- Software installation and troubleshooting
- Email configuration
- Office networking installation and upgrades
- Wireless networking
- Firewall and network installations
- Consultation and tutorials
- Printer installation and configuration
- VoIP and telephone installation
- Smartphone (BlackBerry, iPhone) support
- Full-time support is also available for businesses requiring continuous on-site presence
Quartet’s technicians are professional, skilled and FAST.
Toronto-Based Help Desk
Quartet’s Help Desk service provides customers with a single point of contact for all IT issues, offering expert support in hardware, operating systems, network infrastructure, and software applications. Our support team provides first-level technical support through phone, email and remote services. Agents are able to work with users of varied technical skill, and when required, may dispatch field technicians for on-site support.
Functions provided by our Help Desk:
- Support for Microsoft products. Including Windows OS and the Office software suite.
- Support for mobile devices (iPhone, BlackBerry), PDA’s and desktop phones.
- Infrastructure support, including server and network troubleshooting.
- Toll-free help desk access across Canada @ 1-877-442-HELP (4357).
- Remote desktop support through our “Service Anywhere” web portal.
- Consolidated ticket tracking & management through our centralized database.
- Quarterly Reports on Help Desk usage trends and statistics.
Integration with On-Site Support services for dispatch of field technicians.
We are a small organization with a focus on creative writing and digital design. Quartet’s help desk has been invaluable to our staff and to our company.
Keeping Your Servers Healthy
Server Management is made up of four separate services, all designed to keep your company servers operating at peak efficiency. These services can work separately, or in unison to provide a complete server solution. With Server Management, you’ll be focusing on your company’s core competencies while we focus on administering, monitoring and maintaining your servers.
Server Management Options
1. Server Monitoring
Server Monitoring eliminates downtime by proactively identifying and responding to potential problem areas before they become critical failures. Quartet uses both MonitorIT and Microsoft System Center Essentials 2007 to provide extensive (24/7/365) monitoring, alert notification and reporting.
We monitor hardware and software, keep track of everything from application availability to disk utilization, and respond appropriately to the information we collect. These proactive responses reduce the number of incidents by addressing the underlying problems before something fails.
2. Server Administration
Day-to-day Server Administration includes remote management of passwords, security settings, system configurations and file management. Server technicians will either be on-site and/or remotely accessing your servers to perform administrative tasks. Quartet can manage all administration routines for your servers.
3. Server Patch Management
Managing patches is critical to system administrators and IT managers. Operating system vulnerabilities and bugs are constantly uncovered, and the process of ensuring your servers are up-to-date can be very time consuming and difficult to manage.
4. Server Backup
Quartet ensures successful backups of client servers through a daily routine of checking the backup logs, and investigating any errors that may have occurred. This guarantees consistent backups without holes or errors. Quartet’s ticketing system creates automatic workflows for our technicians, ensuring regular and reliable service.
Server Patch Management eliminates this inefficiency by incorporating the acquisition, testing and installment of patches and hot fixes on servers + designated workstations within your network.
Our company depends on our servers being fast, secure and reliable. That’s why we use Quartet. They give us peace of mind.
Network Management and Reporting
Network Management provides day-to-day proactive support for your IT network. Working from Quartet’s Network Control Centre, Quartet employees will perform the necessary functions to keep your network running smoothly, including set up new users and maintain user configurations, create and manage passwords and security profiles, maintain full documentation of network, adjust network settings to ensure maximum performance, monitor ongoing network issues and report on potential difficulties and administer updates and patches for desktop software.
All network support procedures are customized to meet your specific needs.
Our Network Monitoring service will:
- Monitor your ISP conneciton.
- Monitor your key, critical internet services like VPN & FTP.
- Monitors your router & firewall availability.
- The Network Monitoring setup process includes network maps, communications and paging.
Our network was a complete mess before Quartet fixed it up.
Mobile Cost and Service Management
If you are considering migration to a smart phone environment, our Mobile Device Management service can get your team up and running quickly and smoothly, with minimal impact on organization productivity. Our team of Windows Systems Specialists (MCITP, MCSE: Messaging, MCDBA, MCP, MCTS) and Help Desk staff are trained and certified to support and manage your RIM BlackBerry Enterprise Server, BlackBerry devices, Microsoft Exchange and Microsoft operating systems. Over the past 4 years we have deployed BlackBerry Enterprise Servers (BES) to over 50 organizations and currently manage 40 BES environments, supporting 1000′s of end-user devices.
A-la-carte service options include:
- Device deployment
- Device activation and testing
- Configuration and kitting
- End-User Training
- Expense monitoring through our Telecom Expense Management service
Quartet saved us tens of thousands of dollars in mobile costs.