Getting to know how your company utilizes your computer systems is key.  We need to know how your employees interact with the system, your systems short falls and your goals to improve on the existing mode of operation.

This is how it works...our approach begins with a monitoring and information gathering process. 

· We begin with a communication about the devices that should be monitored.   

· A comprehensive report on points that need to be addressed and a plan to improve those points is discussed and effected. 

· Development of an escalation plan for notifications, desired alarms, triggers and thresholds to watch and, further, the development of a “must haves” list of information that your company would like to see regarding utilization, etc.

· Introduction to our client support website. 

That’s how it starts….

There are generally a few ways in which we can start troubleshooting your issues and get you back into production as son as possible.  They are:

Online support:

Our online support is a self-help support system that allows the knowledgeable user to service themselves with systematic instructions or our Frequently Asked Questions (FAQ) section. 

At any time, the user can opt for a telephone based assistance and remote report of the affected system.  Once you select to speak to our customer service representative, then...your call is directed to...

Managed Care HelpDesk at CybarWorks:

A friendly voice on the other end of the phone will be happy to try to assist you in getting you working again.  If we cannot repair your issue on the phone, then a service ticket will be generated. 

When you open a service ticket, you can view the ticket and response, track the progress and finally close the ticket when you, the user, is satisfied that everything is complete and to your satisfaction. 

Once the ticket is in the system at Cybarworks, a call back within a few minutes from a knowledgeable Technician will occur. 

Personal service with our Technicians:

That Technician can either work with you on the telephone to try to alleviate the problem or we can “jump in” remotely on your pc and you can show us your issues. 

Remote repair of your issues:

We then are connected to your system through a secure connection, this remote system can allow your employee to show the Technician the problem so we can diagnosis and correct it ASAP.  Our Technician can see what your PC is doing! 

After  the repair is completed, the session is released and your PC and system are safe from any further intrusions.