Personal and Network Support

Help Desk-Support Line

Resolving our clients’ problems is paramount to all of us at STI.  For that reason we have modified our telephone system to immediately call our support consultants. When a call is received on the Support Line, a member of the STI consultant team best suited to address the specific issue will begin resolving the difficulty, working with the client to determine whether the problem can be resolved over the phone, or by remote access to the client’s server.  In the event the issue cannot be resolved over the phone, the consultant will be dispatched to the client’s site.  If the Support Line phone is busy, leaving a message on the automated telephone system will alert all of our consultants of a support request.

Remote Access Support

Sometimes, in order to resolve a support issue, we need access to the client’s workstation or server for a short period of time. Using web technology, the consultant and the client are able to work through the problem in less time than it would take to travel to the client’s location. It is important to us that we provide time saving solutions to our clients.

Implementation (Software/Hardware)

The certified professionals at STI have years of experience implementing and configuring the software applications and hardware installed at our client sites. Working with the client, our consultants prepare an estimate of time required to complete the task at hand.

Installation (Hardware)

Our hardware consultants understand that technical performance needs change as software becomes more robust and more resource intensive. Many users are comfortable with their current computer and operating system, but wish them to be more powerful. A hardware upgrade to make these systems more compatible for today's software applications may be the perfect solution.

On-Site and Network Support

STI understands the importance of a smooth running system, so we make every effort to resolve support issues over the telephone. When that is not the case, we will dispatch the first available consultant to the client site. Emergency support is not the only on-site support that we offer. When our clients hire new personnel, purchase new software or hardware, we schedule time for training, implementation and installation. Preventative Maintenance is a fundamental step in the on-site visit.  These scheduled quarterly visits include a comprehensive check of the client’s server and functioning of backups.

Preventative Maintenance

Our Preventative Technology Maintenance (PTM) program consists of quarterly scheduled visits to the client site to ensure that the system is functioning properly. This 30 point check-up performed by a member of our certified team includes a review of backup procedures and addition of any necessary patches or hot fixes. For more details on this program, contact us.