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[contact_company_name]
We want to welcome you to our Preferred Care Family.
Your company now has a one stop solution for your computer
network needs. We would like to
take a few moments to explain what Preferred Care is all about, what we
will be doing in the future and how some of these procedures might
affect you. Not to worry though
as our mission is to help keep your computer and it’s network in tip top
shape so you can work more efficiently.
1. What
is Preferred Care?
2. What
we do to bring your system online.
3. What
we do afterwards.
4. Email
Spam filtering. 5. Contacting Support.
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1. What is Preferred Care?
Preferred Care is our signature series managed services
maintenance package. In this
plan we monitor computers, servers, networks and more for updates and
patches, system functions, perform daily/weekly maintenance and
proactively correct issues if possible as they happen.
Computer problems sometimes just are unavoidable yet some
of the solutions are always the same fix.
With our monitoring system, we try to automate many of this fixes
which allows your problems to be resolved quickly, sometimes without
even knowing it actually happened!
For those of you that
answered what?.. No worries
either as after a few runs of our maintenance system, you will notice
that your computer will actually run more like when you first plugged it
in.
For those of you that ran around to machine after machine
to do those Windows Updates, take a breather and use that time for
something else now as we do that too!
Depending upon which Preferred Care package your company
purchased, your support options may vary but rest assured your
maintenance and monitoring of your system will remain the same.
Should you ever have any questions or comments, please feel free to send us an email to preferredcare@preferreditgroup.com or give us a call at 866-369-1970 or 260-213-4266.
2. What we do to bring your
system online.
If we haven’t done so already,
we will be installing a system agent that will show up in the
lower right hand corner by your clock.
This will have an icon of “VT” which will change colors depending
upon the condition. This agent
collects information about your computer stats and reports back to our
monitoring server. We do not
monitor keystrokes, typed passwords or any items that might be of
“privacy related”. We do collect
information such as network data usage which includes surfing habits,
application usage, ect. This
information is collected and reported to the companies owners and or
designated managers. Should you
have concerns about information collected please contact us or see your
supervisor/manager.
After this agent is installed we begin our monitoring procedure which performs an audit of your system, checks for drive space and drive errors, and where your machine stands for patching. We then schedule a time to force patch your system to a current level. Should you know of a particular patch that might affect a particular application, please
contact us immediately so we can take preventative
measures. With our patching
system, we can actually control the release of patches where-as windows
updates dumps any and all patches to your machine, which sometimes can
create problems.
We also implement certain group policy changes locking
down parts of your workstations.
The number one method for infecting a machine is to allow a program to
install. This occurs typically
when opening an infected file, document or just simply going to the
wrong website. While we place
many protective procedures in place, allowing a workstation to run with
administrative privileges is just plain bad practice.
Occasionally this might cause an older “legacy” program to fail.
In this situation, please let us know about the failure and we’ll
work to resolve this issue quickly.
If you know of an legacy application that your company uses that
has issues with security, please let us know.
While some might think we are playing big-brother, it is strictly
our job to keep your computers working efficiently and these procedures
are part of our requirements to accomplish this task.
We also (for most plans) will set your system up with antispam filtering. This filtering can take up to a week to install however you will see the effects from the initial install. A separate email will be sent to your inbox with information about this service.
3.
What we do afterwards
Our system
constantly monitors your network 24 x 7 performing audits, error
checking and proactively performing maintenance functions to your
equipment. For this to happen,
first we must ask that you leave your machines on 24 x 7 as we can not
perform any of these functions without them on.
Machines that inadvertently get turned off will actually cause an
alarm to show on our monitoring system.
We may also reboot your machine after certain functions
are ran on your machine so you need to make sure that all applications
are closed before leaving for the day.
You may either lock or logout of your system if you are concerned
about security which we strongly suggest anyway.
Some of the functions we perform are: Defragging the hard
drives, removal of temporary files, drive cleaning, drive analyzing,
registry backups, plus more.
You may turn off your monitor (suggested) when leaving
for the day.
4.
Spam Filtering
Postini Spam Filtering is included in most Preferred Care
packages. To install this service, we reroute your company's email to
Postini’s data center where it’s filtered and then relayed to your
company's email server. In the
event of your server going offline, Postini’s system will automatically
hold all inbound email until your server is available.
Postini will hold up to 1 gigabyte of email while your server is
offline, so rest assured your protected.
Nightly a email will be sent to your inbox showing a list
of emails that have been quarantined.
You can simply take a look at this list and release any that you
may want to see or you can delete the email.
Quarantined emails are automatically purged after 30 days so
there is no need to do anything else.
You also have the option to login to your Postini Portal where
you can change settings, white and blacklist email addresses and domains
and look at your quarantined emails.
We will send you a separate email that contains more
information along with a user manual for the Postini Spam Filtering
system. If you should loose this
manual, you can always find it is our support section of our website.
www.preferreditgroup.com
5.
Contacting Support
The following methods are available for submitting a
support request:
1. Email
support@preferreditgroup.com
2. Login
to our support portal by either double clicking the VT icon or right
clicking and then clicking on Support. 3. You can also directly login to http://connect.preferreditgroup.com
If you do not have a login, ask any staff member to get
you setup.
4. Go
to our website http://www.preferreditgroup.com/support
5. Call
us directly at 866-369-1970 or 260-213-4266, OPT 1 for Service
Please do not leave support requests directly on a staff
members extension. Doing so may
result in delays in getting your request handled.
Our company uses a CRM system which handles all of our
service requests, invoicing and knowledge base lookups.
This state of the art system is also tied into our monitoring
system. Service requests are
entered into this system either by our monitoring system, a staff member
or directly by you or one of your staff members.
We designate a member of your staff as a direct point of contact.
This member will always receive emails of any submitted cases
along with status updates. If a
staff member other than the designated member submits a case, the
submitter will also receive an email with the case information.
Our goal is to keep constant communication with you until the
issue is resolved.
Replying to any of these emails will add notes to the
case automatically.
It is the policy of Preferred IT Group, LLC to not give
out cell phone numbers or home telephone numbers.
Please do not request these as our employee’s are not allowed to
give these out. Our phone and
CRM systems are tied into our cell phones and keep our staff members
constantly updated.
We appreciate your business and welcome you to our
Preferred Care Family. Should
you ever have any questions, please do not hesitate to contact us.
We also produce a newsletter with tips and tricks.
If you have something that would benefit others, we would
appreciate you sending that to us.
We are also constantly updating our website with
information, so please take a look when you have a chance.
Sincerely,
Preferred IT Group, LLC
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