Support Improvements

Support Improvements

Contacting Us News

Over the past few months we have noticed some critical problems with our current support management software. Some responses were not getting to our clients, submitted issues would not reach us for hours, and the system would randomly crash without generating an alert. As you can imagine this was major issue. So, what we decided to do was throw out our current system and start searching for a better solution. We think we finally found one that is great and will allow for a better support experience.

Please hang in there if there are any bugs we need to squash as we roll it out. Thank you for your patience and we thank you for partnering with Wireguided.

Connect with us in more ways

You can now reach us via social media and directly from our web site (in addition to email and phone). We now offer support via Twitter and Facebook and live chat via our web page. CLICK HERE for the full details.

Connect with us faster

Our previous support system had problems where some messages sent to us would be delayed by random amounts of time and our ticket updates would never reach you (or be recorded in the system). That of course was unacceptable and had to be fixed ASAP. The new system should instantly send you a response to let you know we received your request. Ticket updates from you and to you should also take under a minute.

Improved Request Management

Communication is key. Especially when time critical issues are involved. Our new system can now view embedded images so when you send screen captures we can view them instantly. To help avoid confusion on the status of a request we have created a one of a kind visual status indicator which will be included in each response to you.

Ticket Status - Submitted

Your ticket has been received by us but has not been assigned to anyone yet.

Ticket Status - Open

Your ticket has been assigned and is being worked on.

Ticket Status - Wait

We are waiting on you or a 3rd party (e.g. Vendor) for information.

Ticket Status - Closed

Your ticket has been closed / resolved.

Moving Forward

We know when our clients have a problem they expect a fast and clear response. We believe that these upgrades will improve our service to ensure that all issues are resolved on time, every time. If you have any questions or other concerns please contact us and let us know how we can meet your needs. Thank you.כיסוילרכבארבעעונות

Wireguided 2.0 is Here!

Wireguided 2.0 is Here!

Cloud News

[slogan]After 12 years in business it was time for an upgrade. We have put into place improvements in every area of our business to make sure we continue to provide the best IT services for our partners.[/slogan]

Billing Improvements

    Invoices will now be sent monthly – You spoke, we listened. Invoices for managed services will be switched from quarterly to monthly starting with your next invoice.

    We now accept credit cards You can now pay for anything via credit card. There is no difference in price and a portion of the fees we pay go to support the Disabled American Veterans. Optional auto-payment is available to make remittance even easier for our managed service clients.

CC_Charity

►    Online invoices We recently switched to a much improved accounting system so you may now view the status of all your invoices online.

Cloud Upgrades  

►    New cloud services We are now able to offer industry leading cloud based anti-virus from Symantec and phone service from Nextiva.

SEP_Cloud_Sample
Symantec Cloud Antivirus Console

    No more long term contracts for cloud services – We successfully renegotiated new terms with our cloud partners (e.g. online backups). After the end of your current cloud service contract it will automatically be switched to month-to-month. Auto payment by credit card will be required.

    We are in the cloud– All our internal services are now cloud based to improve our ability to communicate with you no matter what. We no longer fear Nor’easters.

Management Enhancements

    Improved executive report – Our newly designed executive report (which will be arriving shortly) now includes updated recommendations based on the latest version of our 150 point best practices infrastructure audit.

IR Sample
New Executive Report Sample

►    Upgraded Desktop Support We have migrated to a greatly enhanced remote desktop support system. Improvements include support for Macs, fully encrypted connections, chat function, whiteboard, user notification, faster response times and the ability to access any Internet connected system.  We can even turn on computers (if supported).

    Faster Proactive Maintenance With our improved system tools we are rolling out faster software updates then ever before with less user interruption. In fact, we just upgraded three critical applications for all our clients in just two days and nobody noticed a thing.

►    Enhanced System Management – With our upgraded software we can better manage your infrastructure. Improvements include faster software updates, better cloud service integration and the ability to monitor the health of systems outside the office (laptops & home based systems).

mgmt_console_sample
Management Console Sample
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