Progent's Consulting Support for

Progent's Consulting Expertise, Help Desk, and Ticketing Support for IT Service Providers
Progent's consulting support for network service firms enables you to provide your customers Progent's consulting expertise and Help Desk support under your company's brand as a seamless supplement to your regular IT services team. This can put you on the fast track to add to your revenue, fill out your service portfolio, satisfy your clients, and increase your profits.

Progent's nationwide team of network infrastructure experts, desktop support specialists, network administrators, and data security consultants have acted as transparent adjuncts to the support staffs of some of the country's biggest IT support businesses. Progent's range of technical knowledge allows you to add to the scope of your IT service business, and Progent's transparency lets you elevate and preserve your company's brand. Progent can also provide your customers rapid urgent response to a ransomware attack by delivering the synchronized services of a veteran team of ransomware response professionals who can provide the necessary 24x7 effort and vital skills rarely available from smaller or highly specialized network support firms.

Progent is a network support firm with over two decades of background delivering online expertise to small and middle-size businesses. Progent is a Microsoft Partner and maintains one of the largest groups of Cisco CCIE network experts of any independent computer services firm in the world. Progent has provided remote IT support and consulting to clients in every state in the U.S. (See testimonials from Progent's clients.)

Providing Progent's Services With Your Branding
Progent's reseller program for network service providers offers transparent resale to your clients of professional services. Progent bills you exclusively and works under your instructions to provide your customers consulting and support services under your branding. Also, Progent has a low-cost Off-hours Support Program for clients who need 24x7 technical support.

Help Desk and Ticketing for IT Service Organizations
Ticketing systems are the enabling technology behind a successful Help Desk. But enterprise-grade ticketing systems are not only costly to acquire and staff, but also difficult to set up and manage. Small or niche IT service organizations rarely have the necessary resources. Progent's Call Center and ticketing solution gives IT support organizations an affordable way to keep their company branding while delivering their customers responsive desktop support services backed by an advanced ticketing platform and reinforced by fast escalation to subject matter experts.

Key Features of Progent's Help Desk and Ticketing Solution for IT Service Providers
Progent's Call Center and ticketing program for IT support organizations leverages Progent's investments in highly scalable ticketing technology, an online desktop support staff, and a network of geographically distributed subject matter experts (SMEs). You can utilize Progent's ticketing system as a secure tenant or Progent can establish communications with your current ticketing system. The standard and optional features offered with Progent's Service Desk and ticketing solution allow you to increase your support workload, the diversity of technologies your firm can take on, the number of geographies you can service, and your hours of availability.

Key features of Progent's Call Center and ticketing program for IT service organizations include:

• Progent's remote desktop service staff delivers Level 1 end user assistance with 1-hour service level agreement to begin work during standard work hours.
• Standard service hours are from 5am to 7pm Pacific Standard Time, five days per week.
• Extended hours support is available at extra cost.
• Optional onsite support in larger metro areas is offered throughout the country at extra cost.
• You retain full control of your clients and billing.
• Your clients submit service requests by means of your own branded Internet portal, an 800 number, or by sending a request to your assigned mailbox.
• Every customer request automatically becomes an open request in the ticket system.
• Service tickets can be monitored and modified online until they are closed.
• Optional transfer of Level 2 and Level 3 issues to Progent's or to your subject matter experts.

Progent's Consulting Expertise for IT Service Providers
Progent's consulting expertise for IT service organizations allows you to act as a single point of contact for practically all technical expertise your clients may need. You can grow your staff and strategic IT skills at your own pace without having to turn down 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 Firms include:

• Transparent Service Delivery: Progent acts as a seamless extension of your internal support group, responding to your management, and bills you rather than your client.
• Granular Billing: Progent bills on a per-minute basis to reign in costs.
• Detailed Documentation: Progent utilizes an advanced service documentation system to ensure that all IT services delivered are fully documented. This enables your IT support organization to transfer service assignments to in-house consultants when you have enough people and appropriate technical skills.

• Safely Expand Your Service Business: You can easily and safely take on more jobs beyond your main areas of expertise and open additional geographies without the risks involved with increasing your head count too quickly.
• Re-enforce Your Brand: You can improve your positioning as a comprehensive network support firm by delivering more solutions to more customers under your own brand.
• Flesh Out Your IT Support Catalog: Progent can provide top-tier support in a wide range of technologies and can be a dependable resource for growing your IT support business.
• Rapid Escalation: With a large roster of senior technology experts available, Progent can escalate quickly from Tier 1 to Tier 3 support so even the toughest issues get resolved fast.
• Keep Your Customers Happy: Satisfied customers keep coming back. By teaming with Progent, you can keep delivering solutions without ever forcing clients to seek expertise from other support firms.
• Online Technical Support Experts: For two decades, Progent has provided online IT support ranging from Help Desk services to advanced consulting. Efficient online support cuts costs while delivering fast results.
• Major Industry Certifications: Progent's IT experts hold advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, Palo Alto Networks, and other technology leaders. Progent's cybersecurity experts hold top certifications including CISSP-ISSAP, CISA, and GIAC. Find out more about Progent's industry certifications.

Progent's Practice Areas
Progent's nationwide team of certified consultants gives you fast access to a broad range of online technical guidance and troubleshooting services. Practice areas offered under Progent's reseller program for network service organizations include:

Learn More About Progent's Reseller Program for IT Service Providers
For additional details about Progent's consulting support for IT service firms, call 1-800-993-9400 or visit Contact Progent.