Exceptional Levels of Support
At prototype:IT, we live by the services and solutions we deliver to our customers as we strive to make a positive difference each and every day. Our IT support services are designed to provide proactive, reliable and responsive support to any company including small and medium-sized businesses (SMB). We track our metrics in real-time each day for continuous improvement, and it shows in our exceptional service levels.
When engaging our best-in-class help desk and technical staff, your employees will experience an average 26-second wait time before reaching one of our U.S. based support staff, as well as an 80% “first time resolution rate”. Our experienced and knowledgeable team quickly assesses and resolve 80% of all incoming inquiries, tickets and support requests with the first engagement. And if your issue is more complex and requires additional support, we’ll quickly escalate to our experts and SMEs to ensure timely and full resolution of the challenge.
Outsourcing some or all of your IT support can make good financial sense when it comes to cost predictability and control, as well as enhanced value from investment. We can serve as your sole IT support provider or work as an extension of your internal team to enhance your support and ensure exceptional levels of service for the end-user experience. We leverage the depth and breadth of our resources, from Tier 1 – Tier 3 technicians, network engineers, system administrators and other SMEs to deliver enterprise-level support that fits the unique needs of your business and budget. You focus on your core business and goals, and we’ll handle your day-to-day support and toughest IT challenges.