Progent's Consulting Support for

Progent's Consulting, Help Desk Call Center, and Ticketing for Network Service Providers
Progent's consulting services for network service organizations allows you to provide your customers Progent's consulting expertise and Help Desk Call Center support under your brand as a transparent supplement to your regular IT services team. This can ease the way for you to add to your revenue, fill out your service portfolio, satisfy your customers, and improve your bottom line.

Progent's roster of network infrastructure experts, desktop integration and troubleshooting specialists, IT admins, and data security professionals have acted as transparent extensions to the support groups of some of the world's largest IT service businesses. Progent's breadth and depth of expertise allows you to add to the capabilities of your IT service business, and Progent's transparency lets you elevate and protect your branding. Progent can also provide your clients rapid urgent recovery from a ransomware incident by offering the coordinated assistance of a seasoned team of ransomware response experts who can deliver the required 24x7 support and critical knowledge rarely available from smaller or highly specialized network support organizations.

Progent is an IT support company with over two decades of experience providing online expertise to small and middle-size organizations. Progent is a Microsoft Certified Partner and has one of the largest groups of Cisco CCIE network engineers of any private IT services firm in the world. Progent has delivered online technical support and consulting to clients in every state in the U.S. (Refer to recommendations from Progent's clients.)

Providing Progent's Services Under Your Branding
Progent's reseller program for network service providers features seamless resale to your clients of professional services. Progent invoices your firm exclusively and performs under your instructions to provide your clients consulting and support services under your branding. Also, Progent has a low-cost Extended Hours Support Program for customers who need access to 24x7 technical support.

Help Desk and Ticketing Services for Network Service Providers
Ticketing systems are fundamental to a successful IT Call Center. But enterprise-grade ticketing systems are not only costly to license and staff, but challenging to configure and manage. Small or niche IT support firms seldom have the required resources. Progent's Service Desk and ticketing solution offers IT support organizations a practical way to keep their custom branding while delivering their clients world-class desktop support services backed by a best-of-breed ticketing platform and reinforced by rapid escalation to high-level experts.

Features of Progent's Help Desk and Ticketing Solution for IT Service Providers
Progent's Help Desk and ticketing solution for IT service companies leverages Progent's sizable investments in highly scalable ticketing technology, a remote desktop support team, and a group of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing system as a secure tenant or Progent can set up data interchange with your current ticketing system. The features offered with Progent's Service Desk and ticketing program enable you to increase your physical and virtual support volume, the range of technical issues your company can handle, the number of geographies you can serve, and your hours of availability.

Important features of Progent's Call Center and ticketing solution for IT service organizations include:

• Progent's remote desktop support staff provides Level 1 end user support with 1-hour service level agreement to begin work during normal business hours.
• Normal service hours are from 5am to 7pm Pacific Standard Time (PST), five days per week.
• Extended support is offered at additional cost.
• Optional on-premises service in major metro areas is available across the country at additional cost.
• You retain full control of your customers and billing.
• Your clients submit requests via your branded web portal, an 800 phone number, or by directing a request to your assigned mailbox.
• Each end user request automatically becomes an open request in the ticket system.
• Tickets can be tracked and modified online until they are closed.
• Optional escalation of Level 2 and Level 3 problems to Progent's or to your SMEs.

Progent's Consulting for IT Service Firms
Progent's consulting for network service providers allows you to become a single source for virtually all IT guidance and troubleshooting your customers may require. You can build your team and core IT skills at your own pace without having to say no to new business due to a gap in expertise or a shortage of personnel.

Key aspects of Progent's Reseller Program for Network Service Firms include:

• Transparent Service Delivery: Progent acts as a transparent extension of your in-house IT service group, under your management, and invoices you instead of your customer.
• Granular Billing: Progent charges by the minute to reign in expenses.
• Extensive Documentation: Progent uses an enterprise-class service reporting platform to ensure that all services performed are thoroughly described. This allows you to transfer account responsibilities to internal consultants when you have enough people and relevant technical skills.

• Safely Expand Your Service Practice: You can quickly and affordably accept more opportunities beyond your core areas of excellence and serve additional territories without exposure to the risks involved with increasing your full-time staff too rapidly.
• Re-enforce Your Name: You can solidify your mind share as a comprehensive IT support provider by delivering more services to more clients using your own brand.
• Flesh Out Your Services Catalog: Progent can provide top-tier support in a broad range of technologies and can be a dependable reservoir of skills for expanding your IT support business.
• Rapid Problem Escalation: With a large roster of high-level technology experts ready to help, Progent can escalate rapidly from Tier 1 to Tier 3 support so even the toughest issues get resolved fast.
• Keep Your Clients Happy: Satisfied clients keep coming back. By teaming with Progent, you can keep making your customers successful without ever forcing clients to seek expertise outside the fold.
• Remote Support Experts: For two decades, Progent has provided online IT support ranging from Help Desk services to advanced consulting. Efficient remote support cuts costs and produces quick results.
• Top Industry Certifications: Progent's IT experts hold advanced certifications from Microsoft, Cisco, Apple, VMware, Juniper, IBM, and other leading technology companies. Progent's security and compliance experts hold top certifications including CISSP, CISM, and GIAC. Find out more details about Progent's technology certifications.

Progent's Practice Areas
Progent's seasoned team of certified consultants and technical experts gives you fast access to a wide array of online consulting and debugging expertise. Areas of expertise covered under Progent's reseller program for IT service firms include:

Find Out More Details About Progent's Reseller Program for IT Service Providers
To learn additional information about Progent's consulting support for network service firms, call 1-800-993-9400 or see Contact Progent.