Durham Expertise for Network Support Organizations

Progent's Consulting Expertise, Help Desk, and Ticketing for Network Service Organizations in Durham
Progent's consulting services for network service organizations in Durham North Carolina allows you to offer your clients Progent's consulting and Help Desk Call Center support under your company's own branding as a transparent extension of your in-house network services group. This can help you add to your revenue, flesh out your service catalog, create happy clients, and increase your profits.

Progent's roster of network engineers, desktop integration and troubleshooting specialists, network administrators, and data security professionals have worked as seamless supplements to the support groups of some of the country's biggest IT support businesses. Progent's breadth and depth of technical knowledge enables you to widen the capabilities of your IT support business, and Progent's transparency helps you promote and protect your company's brand.

Progent is an IT support firm with two decades of background providing online consulting services to small and mid-size organizations. Progent is a Microsoft Partner and maintains one of the biggest teams of Cisco CCIE network experts of any independent IT support firm in the world. Progent has delivered online IT support and advanced consulting to customers in every state in the U.S. (See testimonials from Progent's clients.)

Providing Progent's Support Services Under Your Branding
Progent's reseller program for network service organizations offers seamless resale to your customers of professional services. Progent invoices your firm directly and performs under your instructions to provide your customers support services under your brand. Also, Progent has a low-cost Off-hours Support Service for customers who require 24x7 support.

Help Desk and Ticketing for Network Service Organizations
Ticketing is fundamental to a successful service desk. But enterprise-grade ticketing platforms are not only costly to license and staff, but also challenging to set up and maintain. Small or niche IT service firms seldom have the necessary financial or human resources. Progent's Help Desk and ticketing program offers IT service organizations an affordable way to retain their company branding while delivering their clients responsive desktop support built around a best-of-breed ticketing system and supplemented by fast escalation to top-tier experts.

Features of Progent's Help Desk Call Center and Ticketing Program for IT Service Firms
Progent's Call Center and ticketing solution for IT service firms leverages Progent's sizable investments in highly scalable ticketing software, a remote desktop services team, and a group of geographically distributed subject matter experts (SMEs). You can utilize Progent's ticketing system as a secure tenant or Progent can set up communications with your existing ticketing platform. The features offered with Progent's Help Desk and ticketing services allow you to increase your physical and virtual support volume, the range of technologies your business can handle, the number of locations you can service, and your hours of availability.

Important features of Progent's Call Center and ticketing solution for IT support companies include:

• Progent's remote desktop support staff provides Level 1 end user help with 1-hour SLA to commence work during standard work hours.
• Standard support hours are from 5am to 7pm PST, five days a week.
• Extended hours support is available at additional cost.
• Optional onsite support in major metros is available throughout the US at additional cost.
• You retain complete control of your customers and billing.
• Your clients submit incident reports using your own branded web portal, a toll-free phone number, or by directing a request to your designated email address.
• Every end user request automatically becomes an open request in the ticket system.
• Tickets can be monitored and updated remotely until resolution.
• Optional transfer of Level 2 and Level 3 issues to Progent's or to your subject matter experts.

Progent's Consulting for IT Service Firms
Progent's consulting for IT service firms allows your support team to become a single point of contact for virtually all technical expertise your clients may require. You can grow your team and core IT skills steadily without having to say no to new business due to a gap in in-house expertise or a shortage of bandwidth.

Important aspects of Progent's Reseller Program for Network Service Providers include:

• Transparent Service Delivery: Progent acts as a transparent extension of your in-house support team, responding to your coordination, and invoices your firm rather than your client.
• By-the-Minute Billing: Progent bills by the minute to reign in costs.
• Detailed Documentation: Progent uses an enterprise-class service documentation platform to make sure all services delivered are fully described. This allows you to transfer account assignments to in-house consultants when you have sufficient staff and appropriate skill sets.

• Safely Grow Your IT Support Practice: You can quickly and safely take on additional jobs beyond your core fields of excellence and open additional geographies without the risks associated with expanding your full-time staff too rapidly.
• Re-enforce Your Brand: You can solidify your positioning as a full-spectrum network service provider by delivering more solutions to more clients using your own brand.
• Flesh Out Your IT Support Portfolio: Progent can provide world-class support in a broad array of IT disciplines and can act as a reliable resource for growing your IT support business.
• Fast Problem Escalation: Thanks to a sizable team of top-level consultants ready to help, Progent can escalate quickly from Tier 1 to Tier 3 services so even the most challenging problems get resolved fast.
• Keep Your Clients Happy: Satisfied customers stick. By teaming with Progent, you can keep delivering solutions without ever requiring clients to look for help outside the fold.
• Online Support Experts: For 20 years, Progent has provided online network support ranging from Help Desk services to advanced consulting. Efficient online support cuts costs and produces fast solutions.
• Top Industry Certifications: Progent's engineers hold top certifications from Microsoft, Cisco, Apple, VMware, Citrix, Palo Alto Networks, and other technology leaders. Progent's security and compliance consultants have earned top certifications including CISSP, CISA, and GIAC. Find out more details about Progent's industry certifications.

Progent's Areas of Expertise for Durham, North Carolina Companies
Progent's nationwide team of certified consultants and technical experts can provide Durham, North Carolina businesses a broad array of remote consulting and troubleshooting services. Practice areas offered under Progent's reseller program for network service providers include:

Find Out More Details About Progent's Reseller Support for Network Service Organizations in Durham, North Carolina
For additional information about Progent's consulting program for IT service organizations in Durham, North Carolina, call 1-800-993-9400 or refer to Contact Progent.