Aberdean offers a wide range of managed services to our customers. By combining best-in-class technology with our stellar operations and management team we deliver a phenomenal user experience that will empower you to keep your focus where it belongs – on growing your business.
PROACTIVE STANDARD CARE
Aberdean Programmed Maintenance is at the heart of our managed services portfolio. In addition to the necessary and routine review and application of software updates, disk checks and log reviews our comprehensive, proactive service is designed to ensure that we provide you with an accurate report on the true health of your IT infrastructure each-and-every month.
One of the biggest vulnerabilities to companies is the lack of consistent proactive management of their networks and lack of patch management. Every month, Microsoft and other technology companies release security updates or bug fixes to protect your network and systems from emerging threats. Our proactive efforts are focused on minimizing your risk by providing routine care to your network. Our approach helps minimize your risks and provides a detailed report of what was completed for your organization. The Maintenance Report we provide our clients is unique and no other Managed Services Provider in our peer group provides anything similar.
Our cloud-based monitoring solution allows our team to react to any situations that arise within your business network, often before they begin to adversely affect your business. Aberdean services are available to your organization 24x7x365 to resolve any problems efficiently and effectively.
These alerts come into our service desk via automated tickets. The system provides continuous monitoring and closes tickets if the issue is non-persistent. In other scenarios it can run some self-healing techniques to correct the underlying issues.
SERVICE DESK (CLIENT SUPPORT)
Our approach to providing reactive support for our customers is unconventional and has a meaningful impact on providing more timely care to resolve issues. Some managed service providers outsource their Service Desk, while others assign limited roles to their team members based on their specific skill level. In these well-intended scenarios, companies focus on their internal business operations, putting it ahead of their clients’ experience.
We benefit our clients by being unconventional. All Aberdean technical team members rotate through each area of our technical service delivery. This is possible because we have experienced staff that buy into our company values and approach to caring for our clients. One of our most senior technical team members, with decades of experience, might be the person your team interacts with for support when calling in about an issue. This results in our having a very low volume of Service Desk tickets. We support over 5,000 end users at our clients’ businesses, yet we average only 26 service tickets daily and fewer than ten of these tickets are reactive (unplanned) support requests. We see this as a fundamental requirement of being efficient for our clients.
AFTER HOURS SUPPORT/ON-CALL
Our team is available 24x7x365 to support your business. In addition to the timely support and peace of mind this provides your business, we use this as a continual feedback loop. We review each on-call incident, and the root cause of the issue, weekly with all team members in our operations meeting. We track the number of on-call incidents to compare with historical averages. Our objective is to prevent and minimize your need for after-hours help by knowing what caused it and preventing a recurrence where or whenever possible. In each of the last three years, we have seen a 15% reduction in after-hour on-call tickets. In 2020, we recorded our lowest number ever with a total of 52 requests for after-hour help all year.