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24/7 IT Support Services: An In-Depth Review of Ntiva

By Margaret Concannon | January 5, 2023
Margaret is the Content Marketing Manager at Ntiva.
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Many managed IT service providers offer a 24/7 help desk, but the customer experience from one company to another can vary greatly, despite outward similarity in services. Some key factors to consider when choosing a 24/7 IT help desk for your team are: 

  1. When you call, how long will you sit on hold? Will the issue be resolved with that first call? With many IT service providers, you’ll have a long wait until someone answers the phone. When your call does get answered, you’ll often get a non-technical rep who prioritizes your issue based on arbitrary factors (like how many people are affected by the issue) and puts you in a queue to receive a call back sometime in the future.

  2. Will you have access to on-site support? Are you charged a regular fee for on-site support even when you don’t use it? Some 24/7 IT support services only offer remote assistance and others charge you a regular monthly or annual fee for access to on-site support even if you don’t use it during that pay period. Most issues can be resolved remotely, so it’s more cost-effective to choose a service that only charges you for on-site support when you use it. 

  3. Do the technicians have expertise in the products and devices used by your team? Most managed service providers (MSPs) can support Windows devices, however, not all MSPs can properly support Apple devices.

  4. Is the after-hours staff based in the U.S.? Many IT providers outsource their after-hours support lines to teams in other countries. IT issues can be complicated enough without the added difficulty of a language barrier. Many workers will put off solving IT issues (even if it affects productivity) until regular business hours if it’s easier to communicate with the day staff.  

With Ntiva, you’ll have access to our 24/7 help desk, where every call is answered by an experienced U.S.-based technician in less than one minute, on average. We also offer on-site support options on an as-needed basis. 

Ntiva takes 24/7 technical support even further by offering around-the-clock: 

  • Device and network monitoring
  • Fully managed Security Operations Center (SOC)
  • Cloud backup and disaster recovery services

Next, we’ll dig deeper into each of these services. For a complete list of services, visit our pricing page

Whether you’re looking to augment your internal team or outsource your entire IT helpdesk, Ntiva’s 24/7 services can help you improve productivity and cut costs. To learn more about Ntiva’s fully managed IT services, book a consultation

Technician Support in Less than One Minute on Average

At Ntiva, we believe every problem—big or small—should be solved within minutes of dialing your remote support line whenever possible. That’s why we have experienced technicians answering our support line in less than one minute, on average. Because you immediately talk to an experienced technician (instead of a non-technical rep), you’ll be able to resolve 75% of issues on the first call. Plus, all of our technicians are based in the U.S. to help mitigate language barriers. 

Many employees will waste time trying to solve their own IT issues because they don’t want to deal with the hassle of long queues. Some managed IT service providers will offer self-service troubleshooting features like a knowledge base of FAQs or an AI-powered chatbot, however, it’s often more efficient to talk to an IT expert in real-time. 

Because Ntiva response times are fast, your employees will be more likely to call tech support. This means issues get resolved much quicker—which leads to increased productivity. 

On-Site Support When You Need It, Where You Need It

At Ntiva, we offer on-site customer support across all of the U.S. In many cases, one of our technicians will arrive onsite within the same day. 

Plus, we believe you should only be charged for the services you actually use. While access to onsite support is included with our managed IT services, you’ll only be billed for onsite support when you need it. This keeps your monthly costs down while ensuring you still have access to onsite support. 

In this case study, you can read about how a private school experienced an outage that caused all internal servers and hosted applications to fail. Ntiva sent a technician onsite right away to fix the outage. Once the outage was resolved, they were able to switch to remote support and build a better recovery plan for future incidents. 

You can also choose to incorporate recurring onsite visits into your weekly or monthly workflow. Our technicians will come onsite at scheduled intervals to answer any questions and attend to your IT infrastructure. 

Long-Lasting, Effective Solutions for Every Device

Many businesses take it for granted that a managed service provider (MSP) with experience in Microsoft devices will also be able to provide effective solutions for Apple devices. However, this isn’t always the case. 

Many MSPs will try to adapt Windows diagnostics to Apple products. While you may see some success with this, eventually most companies experience an issue that can’t be solved without Apple-native tools. For example, many of the tools technicians use to remotely access a Windows device will be denied by Apple’s security defenses. 

Additionally, Apple is an innovative company that’s constantly evolving. Even if your IT team is able to make a Windows solution work on your Apple device, the latest Apple update may break the solution. So you’ll keep experiencing the same issue again and again. 

Finally, many Windows experts are unfamiliar with the functions and features used by Apple, which can make it difficult for them to understand what’s going wrong with an Apple product.

Ntiva offers advanced support for both Microsoft and Apple products. Everyone in our Apple department is Apple-certified and we’re included on Apple’s list of consultants. Plus, we use Apple-native tools to ensure long-lasting, effective solutions.

24/7 Device and Network Monitoring to Address IT Issues Before They Affect Productivity

Having immediate IT support when something goes wrong can help minimize downtime and increase productivity. However, it’s much more effective to solve IT issues before they affect productivity. 

Ntiva provides two main services to proactively address IT issues: 

  1. Systematic device updates: Our team keeps track of available updates for all your devices and handles installing those updates for you. Not only does this help ensure your devices are operating at peak performance, but it also helps ensure tighter security (outdated security features are one of the first weaknesses that hackers look for).

  2. 24/7 network monitoring: Ntiva monitors all aspects of your network including routers, firewalls, and switches around the clock. If we detect device or connection failures, we take immediate action to resolve the issue. 

At Ntiva, we use automation whenever possible for device updates and network monitoring to make sure nothing gets missed (and to keep costs down). 

Beyond just monitoring and maintaining your IT network, Ntiva can also help you find more efficient and cost-effective solutions. 

For example, in this case study, a nonprofit organization was using outdated technology and was having difficulty managing all of the updates necessary to stay up and running. Ntiva performed an audit of their IT systems and was able to help them cut IT spend by 50%.  

Continuous System Updates and a Fully Managed SOC

When it comes to cybersecurity, it’s important to respond to threats right away. In fact, many security regulations for HIPAA, CIPPA, CMMC and others require you to have a 24/7 security operations center (SOC). 

At Ntiva, we provide a fully managed, 24/7 SOC managed by security experts with years of experience. They look for threats and vulnerabilities in your system and resolve issues for you.

Here are a few other fully managed security services we offer.  

Managed Endpoint Detection and Response (EDR)

Most antivirus software is description-based, which means the software blocks the types of malicious activities that you enumerate and lets all other activity through. It’s nearly impossible to list out all known types of cyber activity and it’s impossible to know what cybercriminals will come up with next. That’s why we use endpoint detection and response (EDR) software rather than description-based logic to fend off viruses. 

EDR uses AI to identify any activity that could be a virus. If anything suspicious is found, our SOC experts isolate the activity so that it can’t affect the rest of the company and analyze it to verify whether or not it’s malicious activity. By combining AI with human intelligence, you’re able to identify more attacks without wasting time on false alarms. 

Phishing Prevention Training

Most data breaches happen because an employee accidentally clicks on a malicious link or is tricked into sharing sensitive information. That’s why one of the best ways to increase your security is to provide comprehensive phishing prevention training. 

There are many phishing prevention trainings available, however, they typically require a lot of time and effort from your team. Often, you’ll have to create fake email tests and send them out on a regular basis, assign additional training when employees fail, and much more. Plus, most insurance companies require detailed documentation of the training before paying a claim. Most companies have difficulty keeping up with all of this. 

Ntiva handles the entire phishing prevention training process, so your employees will be better able to spot and stop cyber attacks. Plus, we carefully document everything so that it’s easy to back up your insurance claim. 

Virtual Chief Information Security Officer (vCISO)

With Ntiva, you’ll have access to top-tier security experts on an as-needed basis. They will help you develop and implement strategies for aligning your IT operations with long-term business goals, customer expectations, and security regulations. 

For a complete list of security services, visit this page

You can also read this case study about a healthcare clinic that hired Ntiva to implement the IT systems and security measures needed to meet HIPAA compliance standards. 

Detailed Backup and Disaster Recovery Plan to Reduce Downtime

Many companies hire 24/7 IT support so they can quickly respond to IT issues that negatively impact productivity. While a 24/7 help desk works for some IT issues, a help desk won’t be enough to recover from situations such as server failures or data breaches. Many companies fail or experience loss that takes years to recover from because they didn’t have an adequate business continuity and disaster recovery plan (BC/DR). 

For example, the nonprofit organization in this case study had data backup storage in place but they didn’t have a plan for how to recover that data after a disaster. When their servers failed right before their biggest event of the year, it looked like they weren’t going to be able to recover fast enough to proceed with the event. Luckily, they called Ntiva and we were able to help them recover just in time for the event to start. Then, we helped them create a detailed BC/DR plan to use moving forward. 

Our experts are well-versed in best practices for recovering quickly and in what it takes to keep a company going from an IT perspective. We also provide secure, off-site digital storage to backup all necessary data. You can rest assured that your BC/DR plan includes all necessary elements to ensure the future of your business in the event of a security breach or natural disaster.

Reduce Downtime with Ntiva’s 24/7 IT Support Services

With Ntiva, you’ll get more than a number to call to create tickets for simple IT issues. 

Ntiva provides:

  • 24/7 support from expert technicians
  • On-site support anytime you need it
  • Quick, effective solutions for every issue
  • Fully managed device and network monitoring
  • Fully managed SOC and security training for employees
  • Assistance creating and implementing a BC/DR plan
  • And more…

Finally, a comprehensive onboarding experience is often the key to effective 24/7 IT support and long-term satisfaction. At Ntiva, we’re dedicated to providing the best support experience possible. That’s why we provide a robust onboarding experience but won’t charge you until onboarding is complete. 

To see how Ntiva can help your company increase productivity and grow with technology, book a consultation today

Tags: Cybersecurity, Managed IT, Remote Work