Guardian Managed Services
Fido’s Guardian™ Managed Services provides all-inclusive support for an organizations’ IT infrastructure and users. Key features include:
- Unlimited helpdesk support
- On-demand remote support
- WatchDog™ 24x7 Real Time System Monitoring
- Continuously updated Documentation
- Automated Support Ticketing
- Rescue™ network device insurance
- Monthly Firm-Wide Service Report
- Available Fetch™ Backup and Hot-Site Disaster Recovery
Guardian service is designed to maintain your entire infrastructure and support all your end-users at a predictable and reasonable monthly cost.
Fido’s work-process includes a multilayered approach to continuous tracking of work, feedback to clients and end-users, and system documentation.
Each end-user has the ability create and track their own problem tickets. Managers can track tickets for the whole organization. Tickets are easily created by phone, email or web portal. Fixes are scrupulously documented and emailed to the user. Each ticket and all tickets are text-searchable. By this means we are continuously building data on each client’s problem and solution experience, which remains available for reference at all times. Tickets are kept for seven years even after being closed.
Fido also issues monthly service reports to principals. The report summarizes organization-wide ticketing activity and also provides unique charting of the IT inventory including the disk utilization and age of each computer. A sample Service Report can be provided at upon request.
Rescue™ network device insurance
Guardian™ subscribers enjoy coverage under Fido’s Rescue™ program at no extra charge. Rescue™ is insurance for labor to fix any eligible server or workstation covered in the Guardian™ program. If it breaks, the labor to fix it is covered.
Fido maintains documentation in a proprietary and secured client database which houses all relevant information about a client’s infrastructure. Captured in this database is information about servers and other devices as well as contact information for critical vendors such as ISPs and software publishers. All of this data can be produced back to the client in organized document at a moment’s notice.