All Covered's Remote Support Centers
We proudly present All Covered's Remote Support Centers in Phoenix, AZ and Denver, CO. These two resources help provide your small to medium-sized business with around the clock IT support. The Remote Support Center consist of our network operations center as well as the client services center which provides our clients 24 hour help desk services.
Network Operations Center (NOC)
The Network Operations Center (NOC) is the early warning system that All Covered relies upon for fault and performance monitoring of your IT network. The NOC is staffed around the clock where technicians supervise clients' remote monitoring system for alerts that indicate trouble with servers, routers, switches, firewalls, and applications. If a problem is detected, technicians will assess the problem and perform basic troubleshooting. If basic troubleshooting doesn't solve the problem, it will be escalated to the Client Service Center (CSC). In addition to supervising your IT network, NOC also takes care of remote All Covered Care ACC checklist work as well as remote patch management and device reboots.
Client Service Center (CSC)
The Client Service Center (CSC) is responsible for handling remote client requests for network and desktop issues that are of an urgent, same-day-resolution nature. You have access to CSC support by calling our customer hotline, contacting us through the All Covered Portal or by emailing us whenever you have an urgent problem that needs quick resolution. In addition to client-initiated requests, the CSC also handles support requests from your local All Covered team and from the NOC. To better serve your IT network needs, the CSC offers 24 hour a day, seven days a week coverage.
Our new and centralized NOC and CSC will complement our standard support offerings that your business already receives and provide your company with three additional key benefits that will ensure that you get the top-quality support that you expect from All Covered. The benefits are as follows:
- Improved communication - With the CSC, you can direct all of your business' communications and support needs to one core team. The CSC team will triage the request, start a request ticket, and assign it to the appropriate resource, ensuring full accountability at all times. Because all communications between your company and All Covered are consolidated, you can be sure that your business will be taken care of, regardless of whether work is done onsite or remotely.
- Faster resolution - While the NOC staff and the CSC staff are situated in different locations, each team is identically structured to facilitate your business' IT support needs. Each team, from technician to trainer to manager, is housed in a central room to ensure that everyone is involved with every support request from the beginning to the end of the process.
- Improved quality control - Because the NOC staff and the CSC staff work as teams in large rooms instead of individual offices, it's easier for management to ensure that everyone has the tools they need to fulfill request tickets with the high-quality support that you expect.
These two new resources, in addition to all of our other service offerings, will help us keep your IT network running the way you need it to, all the time. To learn more about how our Remote Support Centers help us provide you with better IT support, please contact All Covered at (866) 446-1133.
