Computer related problems are the number one source of frustration to users. Typically from our research, when an employee has a problem with their computer they either have to live with it if its not serious, or management has to unplug it and take it to a local computer shop for repair and diagnostics.

This causes frustration and loss of productivity, since the local computer shop may not have the skills required to fix a software problem because their main skill set is in PC hardware (installing, adding, changing, ordering, inventory, etc). Because of this it may take days for the problem to be fixed, and once its fixed the user must go and pick up the PC up.

Although this works, this seems ridiculous knowing that this is actually done by many business owners when there is an easier way. It could be solved quickly by having the right people come on site and fix it right away. Netstetix goal is to minimize the time and cost related to end user support. To our clients we are a shared resource between various other companies, the benefits of this include: shared equipment charges, shared capital acquisition costs, additional capacity on demand, etc. This shared resource and technology pool permits a highly efficient total cost solution.

Here's how our service works for the end-users. The user has an error, or a computer problem, at which point they call, email, fax, instant message or raise a “ticket” themselves with us. Any method they choose, we will get notified righted away. Once the issue is reported to us, it is assigned to a queue and all technicians assigned to that queue are sent email and sms phone pages to make them aware of the ticket. The technician will then call the user back and using our remote controlling software take control of the machine and solve the problem remotely, thus reducing time and costs to the user. If we are unable to resolve remotely then a technician will be dispatched and will arrive on the customer's site within our SLA . If we cannot make our SLA , we will let the user (or their management know and explain why).

Each business will have its own customized service level agreements, but generally it will be within one hour we will attempt to solve the problem, and if a tech needs to be dispatched it should be solved within no more then four hours. If we don't meet these service level agreements, then we will pay penalties.

Our pricing methods are very broad so we can customize our billing to the businesses preferences. We only offer one plan to have a tech there hourly for the purpose of businesses having a meeting and needing a tech onsite just in case a problem occurs. Most of our billing is either per problem, or per user or machine. Our clients prefer this solution since it saves them money and does not cause complications. Currently if a user reports a problem our competitors may take 2 or 3 hours to solve a problem that can be resolved in half that time in order to raise the bill to the client, but with Netstetix the customer is assured that regardless of how long it takes us, there's flat rate on the problem itself.

Another one of our services built into this (as well as others) is problem management. Netstetix will generate weekly, monthly, and yearly reports of all the tickets created by the clients, and look for trends. Finding trends may be able to pinpoint an area where end-user training may be required, or another step may be needed to prevent reoccurring problems.

Netstetix's goal is to keep your businesses always running smoothly.