1. What is Worry-Free IT?
Intech Worry-Free IT is a flat-rate maintenance and support service for your network. We took our 20-point system optimization checklist, which was previously performed manually, and programmed the Intech Agent to automatically perform the checklist every night. The Intech Agent also allows us to provide our Help Desk services much more efficiently than previously possible which allows us to keep our prices low.
WFIT is different from traditional “break/fix” support because in that old model we only made money when your systems broke, now we only make money if we can prevent your systems from breaking. In other words, with WFIT it is in our best interest to make sure your systems never break. This puts our goals in alignment with your goals and that makes us different than other IT companies.
2. What is the Intech Agent?
The Intech Agent is a little icon that sits in the lower-right corner of your screen next to the clock. It provides the following functions:
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a. Nightly Preventative Maintenance – The Intech Agent performs file cleanup, defrag, scandisk, registry cleanup, spyware cleanup and other housekeeping tasks to keep PCs running at top speed and reliability.
b. Continuous Monitoring – The Intech Agent reports back to our NOC every 30 seconds to let us know if there were any errors on the PC like bad sectors, hung applications, network errors or any other critical issue that affects uptime. This allows us to fix the small problem before it becomes a big problem or causes a crash.
c. Immediate Link to Help Desk – Got a problem? Just double-click on the Intech Agent icon and you can enter a ticket directly into our Help Desk ticketing system then within minutes your phone rings and we fix the problem remotely – usually even faster than in-house staff can.
d. Remote Control – Our engineers can fix about 90% of problems remotely via the Intech Agent. We can also give you a special username and password to allow you to remote control your own PC if you want to work remotely.
| 3. Does the Intech Agent take up RAM or slow down the PC?No, it takes about 2MB of RAM (Word takes 40MB+) and the Intech Agent only reports changes/exceptions to our Help Desk which minimizes traffic.
4. Can we use Intech Worry-Free IT to manage multiple remote offices?
Yes, we have several companies that use WFIT to improve service to remote offices. Our tools make our Help Desk seem like they’re next door.
5. Why hasn’t this been done before?
3 Reasons: 1) “Internet everywhere” – Broadband has only been common in the past 5 years, 2) Microsoft Standardization – as much as we love to hate Microsoft, they have done a lot for the business world through standardization, 3) Advances in Software Technology – monitoring software is mature, Windows XP is mature, etc. The fact is, this is the wave of the future in IT Services and you will be seeing more and more companies adopting this flat rate “managed services” model.
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6. Why are our prices so low?
We invested in our Intech Agent software to streamline the support process. Since we can do more remotely we don’t have to waste time in traffic and our customers spend less time waiting for us. It’s also in our best interest to fix the small issues before they become big ones or we can lose money due to the flat-rate nature of WFIT.
7. We already have an IT Department, why do we need Intech Worry-Free IT?Intech Worry-Free IT allows your IT Staff to concentrate on projects and other high-end work. We have several customers whose IT Staff loves Intech Worry-Free IT because they don’t get interrupted with emergencies throughout the day. The proactive nature of Intech Worry- Free IT and the immediate response of the Help Desk keep emergencies to a minimum while keeping the users happy.
8. How does Intech Worry-Free IT alleviate engineer turnover?
WFIT’s anchor is the Intech Help Desk. You always get the same people on the phone. If one person leaves it’s not a big change. And by following the Intech Standards manual for every network we install and manage, we create a “cookie cutter” environment that makes it seamless for one engineer to pick up where another one left off.
9. What is to prevent Microsoft or Dell from doing Worry-Free IT?
Nothing, in fact they are both beginning to offer similar plans. But we will always have the advantage of being local and providing better customer service. Again, your users will be working with the same people every time they call the Help Desk, rather than getting someone in India one day and someone in Seattle the next.
10. Can we choose a combination of Silver and Gold Levels?
Yes, but we don’t encourage it. We find that some calls become “gray areas” when a request comes up that’s covered by Gold but not by Silver. We want to avoid “expectation mismatches” like this so we prefer a business to choose all the same level.
11. Can we choose a different level for spare PCs or Laptops?
Yes, spare PCs only get billed for when they are put in service. Laptops that are only used part time and are not the main workstation for a user are billed at half price.
12. How to you ensure a smooth transition to Intech Worry-Free IT?
We follow these 4 steps:
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a. Optional System Assessment – A 2hr-6hr health check with written recommendations
b. Change Administrator Passwords – This takes less than 1 hour
c. Install the Intech Agent on all systems (PCs and Servers) remotely
d. Send out a "Welcome to Intech Worry-Free IT" e-mail to all users explaining how to use the Intech Help Desk and Intech Agent.
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