Computer Repair

As a SysArc client, we offer a number of flexible ways to make a computer, laptop, server or PC support request a quick and easy process!

In addition, we utilize a leading Professional Services Automation (PSA) application so that all service requests are documented, archived and properly prioritized.

These capability allow your support team to more quickly diagnose and resolve your support issues. In  addition, we create an audit trail ensuring that your request does not "slip through the cracks."

Making a Service Request

1. Emailing your support requests to help@sysarc.com is typically the most effective way to initiate a service request
2. Include a brief statement of your of your repair request in the Subject line of the email and any specific details of your request in the body of the email
3. Your repair request will be logged in to our integrated Professional Service Automation application so that your support team can begin to resolve your technical issue-via an onsite visit or by utilizing our remote computer repair and diagnosis capabilities
4. If emailing a support is not an option, you can always call your Network Administrator directly on his provided cell phone number to schedule a service request.

Recommended Ongoing Tasks

1. SysArc can perform a variety of proactive and preventative maintenance tasks on your network and computers on a regular basis. Some tasks are performed daily, others weekly, and still others will be performed on a monthly basis. These tasks are in addition to the continual monitoring of your network and services
2. Each day, your Network Administrator will review our customer support portal to obtain a comprehensive overview of your general network status, health and performance
3. On a regular basis, we will perform a thorough technical checklist that will include testing that your backups are functioning properly.

Your Customer Portal

1. The customer portal can be accessed at the following link: http://www.sysarc.com/online-help-desk/
2. The login will be your email address
3. Contact your assigned Network Administrator to request a password
4. This application is used to check the status of any service requests and view reports based on your access rights.

Detailed Monthly Reporting

1. At the end of each month SysArc will provide you with at least two detailed reports
2. The first report will be generated by our integrated monitoring application and will contain an overview of the general health of your network environment and will be delivered on the first day of each month
3. The second report will arrive via email by the 5th of the month and provides the details of all the completed and outstanding support tasks and resolutions from the previous month.

Quarterly Executive Management Meetings

1. Every quarter the SysArc team can meet with your team to discuss the status of the environment, upcoming projects/work, ways to improve service levels, strategic initiatives and any other pertinent information to ensure the continual alignment of your technology investment to your business goals and objectives
2. SysArc will coordinate the meeting and send out a proposed agenda for your review.

Tools and Applications

1. SysArc leverages industry leading tools and applications to ensure the continual effective management of your network and infrastructure and provide cost-effective on-site and remote computer repairs and servicing
2. We use Kaseya as our primary monitoring and remote computer access application
3. We use Connectwise as the Professional Services Automation (PSA) application
4. We also use Kaseya for remote desktop troubleshooting and issue resolution.

Emergencies & After Hours Requests

1. In case of an emergency or after hours service request, please email us at help@sysarc.com AND contact one of the SysArc team members assigned to your account by mobile phone to ensure we are fully aware of your need and allow us to respond accordingly.

Project Requests

1. For requests that fall outside of the normal maintenance and support contract, email Tim Brennan directly with your request and we will provide a Statement of Work (SOW) and price quote, if applicable.