Soteria365

Cloud Services

In the world of cloud, basics are not so “basic“ – especially when it comes to support

Having cloud capabilities delivered from afar, many challenges present themselves: timely communication, connecting to the right provider, remote access to systems and mobile devices, resolution to issues that are outside the cloud services, and following the process from start to finish.  We have a proven process for integrating service so remote service feels … local.

Desktop Support

At Soteria we’ve looked at these challenges and have adopted a cloud-based support solution that is unique in the industry. Our goal is not to only assist with the cloud solutions you acquire through Soteria but help you cover all your basic (Tier 1) needs. Our desktop/mobile services and support strategy includes the following coverage:

  • Operating systems (Windows, iOS, Droid)
  • Applications (Office, Exchange, Office365, Adobe, Browsers, etc.)
  • Wireless networking and connectivity
  • Printer connectivity
  • Mobile phone device OS and business applications
  • And, of course, the cloud solutions you buy from us!
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Desktop support – delivered!

Our strategy also included ensuring that all support is North American-based; meaning, your support resources are on your time and speak your language. However, the very best part of our strategy – the first authorized user is on us!  And since “there is no such thing as a free lunch,” how does it work?

Most traditional desktop support models entail charging for each site employee, device, or some combination of both.  Soteria’s support model is simple.  We charge by authorized user.



For example, an office of 20 people where one person is designated as the “authorized user.”  When a company user submit a ticket to our support portal, the authorized user will be contacted to facilitate the issue.  The authorized user also has access to a 24×7 toll-free number to call for support on behalf of the organization. 

Need more authorized users?  No problem.

Pricing – $30 per user, per month (after the first!)

Server and Network
Support

Following the traditional support model, we can also provide coverage for server and network devices. For continuity and knowledge base, the support structure is the same as for the desktop: same telephone number, same North American resources. We offer two type of service in this area: Watch and Monitor.

SERVER SUPPORT
Watch:

The word says it all. We will “watch” your resources and alert you when something has happened or, using predictive analytics, before it happens. Big-brother simple (we are always watching.)

Pricing: $25/server/month
Monitor:

Taking support to the next step, we not only cover watching but are pro-active and/or reactive when events happen. The following services are provided:

Monitoring and alerting for servers

Server up/down monitoring

Windows Service(s) availability

Performance monitoring: CPU, Memory, Paging File & Disk Space monitoring

Event log monitoring

Website up/down monitoring

Troubleshooting and fix on servers

Preventive maintenance servers

Pricing: $55/server/month

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NETWORK SUPPORT
Watch:

As with servers, the word says it all. We will “watch” your network devices and alert you when something has happened or using predictive analytics, before it happens.

Pricing: $15/device/month
Monitor:

Taking support to the next step, we not only cover watching but are pro-active and/or reactive when events happen. The following services are provided:

24X7 Monitoring and alerting

Switches: Availability, CPU, memory, interface status / errors / discards / port-wise monitoring (server ports only), and device hardware

Routers: Availability, CPU, memory, bandwidth, interface status, interface errors/discards/ uptime, port-wise traffic monitoring and device hardware

Firewalls: Availability, CPU, memory, uptime, interface status, interface errors, IPSec VPN status, and failover status (in the case of redundancy)

Wireless Access Points: Availability, interface status, and wireless interface status

Remote Troubleshooting and Fix

ISP vendor management

Proactive checks on network devices

Asset inventory, reports and dashboard of network devices

Pricing: $35/device/month