Information Technology Services

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SECURE COAT® BELIEVE IN SERVING, RATHER THAN EARNING

Solutions & Services

Secure Coat® offers a complete outsourcing solution from beginning to end our fully managed services. Our services facility includes dedicated in-house production and development servers, as well as a dedicated 24-hour monitored co-location skill for task vital applications. We highlighting on connectivity, scalability and reliability. Outsourcing your service to Secure Coat® provides your applications with a highly secure environment, complete with climate control, multiple power sources, redundant Internet connectivity to a high-speed backbone and 24/7 monitoring.

Technical support may be delivered over the telephone or online by e-mail or a web site. Our organizations frequently have internal technical support available to their staff for computer related problems. The internet is also a good source for available tech support, where skilled users may provide suggestion and assistance with problems. In addition, on demand services also provide of premium customers.

  • 24/7 application monitoring and emergency response
  • Real-time usage monitoring and reporting
  • Version control of application code
  • Load-balanced and redundant application servers
  • Managed Firewall security and virus protection
  • System uptime guarantees

We'll supervise Your IT asset Around The Clock

You'll have peace of mind knowing that your computer network and IT investment are supported by certified systems engineers accessible 24 hours a day, 7 days a week.
We offer one of the most inclusive and affordable support and maintenance packages in the industry. By choosing Secure Coat® for your IT outsourcing needs, you're getting customer service that furnish to your specific requirements. Secure Coat® engineers can be used to supplement your existing IS support staff, or take full control of administering and managing your network. It's like having a complete support staff at a little cost of hiring full-time personnel.

Our Maintenance Contracts Include:

  • Certified Cisco, Juniper, Barracuda, Microsoft, Novell, Unix, and Symantec systems engineers
  • Devoted account teams assigned to each client
  • Helpdesk acceleration for maximum coverage
  • Detailed monthly/quarterly reports
  • 24-hour guaranteed onsite support
  • 2-hour emergency onsite response
  • Live operators 7 days a week, including holidays
  • Range of maintenance support packages to fit every type of budget and need

If It's Mission-Critical, Downtime Is Not an Option

By outsourcing your IT service and support to Secure Coat®, you're assured of 100% quality and reliability on every project carry out. We're not satisfied until you're satisfied. Whether we're building, supporting, or administering your systems, or developing custom IT solutions, we'll find a way to do it better, faster, and more cost-effectively.

With our managed on-demand services, you maintain only one vendor relationship. Plus, you gain from the peace of mind that comes from knowing your organization is in a stable, reliable, and secure world-class, co-managed facility. A powerful solution results from our comprehensive and discerning analysis of your requirements, and a reliable, dependable architecture which we provide.

Secure Coat® will help you extensively simplify and make more efficient the integration of components from multiple vendors, enabling resource consolidation, system snapshot management and greater deployment flexibility. Low set-up and annual maintenance costs mean that organizations of all sizes can achieve an enterprise content management experience on enterprise-level infrastructure with guaranteed uptime and backups at a highly competitive price. And with 24/7x365 monitoring and support, we'll help you fix small issues before they become huge problems for your business.

Outsourcing technical support

With the increasing use of technology in present times, there is a growing necessity to provide technical support. Many organizations establish their technical support departments or call centers in countries with lower costs. There has also been a expansion in companies specializing in providing technical support to other organizations. These are often referred to as MSP's (Managed Service Providers).

For businesses needing to offer technical support, outsourcing provides them with the ability to sustain a high availability of service. This comes as a result of peaks in call volumes during the day, periods of high activity due to the opening of new products and maintenance service packs, and the requirement to provide clients with a high level of service at a low cost to the business. For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity. It also enables them to utilize specialized personnel, whose technical knowledge base and experience may beat the scope of the business, thus providing a higher level of technical support to their employees.

Multi-tiered technical support

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to systematize their technical support group is reliant on a business’ need, want, or wish as it revolves around their ability to satisfactorily provide their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is reliant on the technicians’ understanding of their level of task and commitments, their customer response time commitments, and when to appropriately raise an issue and to which level. A common support structure revolves around a three-tiered technical support system.

Tier I

This is the initial support level responsible for basic customer issues. It is identical with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on “attempting to solve a symptom instead of a problem. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. However, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.

Tier II

This is a more in-depth technical support level than Tier I containing experienced and more knowledgeable personnel on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage his or her time. If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier III technical support group.

Tier III

This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues. Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized. If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to find out the proper solution. Upon encountering new problems; however, Tier III personnel must first determine whether or not to solve the problem and may require the customer’s contact information so that the technician can have sufficient time to troubleshoot the issue and find a solution. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.

Tier IV

While not universally used, a fourth level often represents an escalation point beyond the organization. This is generally a hardware or software vendor. Within a corporate incident management system it is essential to continue to track incidents even when they are being auctioned by a vendor and the Service Level Agreement (or SLA) may have specific provision for this.

Remote PC repair or Remote Computer Repair

Remote PC repair or Remote Computer Repair is a method for troubleshooting software related problems via remote desktop connections. Technicians use software that allows the technician to access the user's desktop via the Internet. With the user's permission, the technician can capture user's mouse and keyboard, transfer various diagnostic and repair applications to the user's desktop, run scans, install antivirus programs, etc. If the remote service authorizes it, the technician can even reboot the PC and reconnect remotely to continue his work without the user needing to help out.

Common repairs available with online computer support providers are computer virus and spyware removal, computer optimization, registry repair, device driver issues, Web related issues, and Windows security updates.
Contact Sales to find out more about how can we help you manage and enhance your organization capabilities using your existing infrastructure.

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