Thinking of choosing Agile EM? Here are the answers to the questions we get the most.
What is a Managed IT Service Provider?
A managed service provider (MSP) is the IT department you would build yourself if you had the resources to do it. Simply put, an MSP is an IT outsourced IT dept. Reality is, very few businesses – and virtually no small- and medium-sized businesses – have the resources and expertise to create a world-class IT department. That’s why managed service providers exist. An MSP provides expertise, tools, and processes that most SMBs can’t match on their own. Whether the MSP does it all or works with an internal IT specialist, the MSP should deliver IT that is more stable and reliable than the client achieves by itself.
What areas do you serve?
We primarily serve Orange County, California. Locations outside of Orange County are considered on a case-by-case basis. We partner with other reliable, experienced tech companies across Southern California to deliver what’s best for each client.
We also partner with the ASCII group, the largest group of independently owned MSP’s across the country for coverage of our mutual client’s regional and satellite/remote locations across the U.S.
Coverage beyond the U.S. can be arranged, depending on the country.
What are the costs?
Every proposal is custom-tailored to the specific needs of each client, and no two clients are the same. We don’t have cookie-cutter price sheets nor do we shoe-horn clients into standard rate plans.
What this means for you is that you only get the services you need, not any “extra add-ons.”
- We charge flat rate prices based on the individual services we’re providing.
- We only charge for the services each client needs.
- We base our prices on the number of computers, employees, printers, servers, other network-attached devices, on-site & off-site backup storage needs, and the help-desk support hours provided.
If you decide to work with us, we’ll meet with you on-site at your business and perform a walk-through to gain a full understanding of your needs.
Can I just call when I need you rather than paying a monthly fee?
No, and here’s why. The “Break/Fix” IT model only works if the rest of your systems are working perfectly, and costs can be unpredictable and tough to budget.
For a fixed monthly fee, our tech experts not only respond to problems quickly and resolve them, but they also proactively monitor your environment to prevent problems from happening in the first place.
In the “Break/Fix” IT model, the client relies on a service provider who does not have the same goals as the client. “Break/Fix” servicers act in their own best interests, which are often contrary to those of their client.
In the MSP IT model, the opposite is true. There is an ongoing service agreement and mutual alignment of goals to keep all of your systems secure and running smoothly.
What if we already have internal technical IT support staff?
That’s great! Many of our customers have a designated IT Support person or in-house IT department to handle day-to-day technical issues and minor network problems. These organizations often count on us for the most critical IT Support functions, such as strategic advice, hardware and software consulting, technical projects, second opinions, IT security and advanced Business Applications support.
Our job is to deliver the stable, reliable IT that allows your entire organization – including your technical specialist(s) – to be more productive and effective.
What industries do you serve?
We serve mainly small and medium-sized businesses in the legal, manufacturing, healthcare, non-profit, financial services (financial planning, CPA firms, etc.), and professional services industries.
Typically our clients have anywhere from 20 to 400 end users (employees using a desktop, laptop, and/or device(s) on a regular basis), and we have clients who are smaller and larger as well.
Can you recommend and/or purchase hardware and software products for us?
Yes. We can usually meet or beat advertised prices on hardware and software products, and we’re always happy to offer unbiased product recommendations.
Do you have a list of references?
We do have a list of clients who you can call for a reference. The list is available upon request and can be provided to you as we discuss the value of working together.
What are your Help Desk hours?
- Our Standard (Silver Level) Help Desk hours are 9:00 am-5:00 pm, Monday through Friday.
- Our Extended (Gold Level) Help Desk hours are 7:00 am-7:00 pm, Monday through Friday. These clients receive our extended hours hotline.
- Our 24/7/365 (Platinum Level) Help Desk hours are 24/7/365. These clients receive our 24/7/365 emergency hotline.
Every client is welcome to contact the Agile EM Help Desk via phone (949.873.6401) or email (HelpDesk@AgileEM.com).
We answer inbound calls in the order in which they are received. There is no charge for Help Desk and on-site support during the support hours for your level.
Support provided at your request outside of your support level is billable at our agreed-upon rate.
There’s no limit to the number of Help Desk tickets that may be opened for any client.
Do you handle vendor coordination so we’re not stuck in the middle?
Yes. Vendor coordination is one of the aspects clients love the most about working with Agile EM. We have staff who work with your vendors to resolve issues, conduct troubleshooting, review quotes, order new PCs, firewalls, switches, and other equipment when you need it.
How often do you come onsite?
We come to your office for pre-scheduled onsite maintenance, projects, emergency response, strategic advisory meetings, and any other client meetings.