TouchstoneCare™ Managed IT Services
TouchstoneCare™ is a world-class 24/7/365 proactive technical support solution, at an affordable price. Touchstone employs specialized, industry-leading software tools to optimize service delivery. Our team has experience creating, maintaining, and securing IT environments for clients as diverse as the U.S. Army and Goldman Sachs.
TouchstoneCare™ is focused on delivering a stable, highly secure IT environment that allows you to focus on what matters most, running your business.
Touchstone maintains a team of highly experienced, certified engineers to support 24×7 monitoring, management and response. Our engineers have experience designing, implementing, and securing network and system infrastructures, enabling quick identification and resolution of issues.
A dedicated Network Operations Center (NOC) Manager ensures both proactive and reactive services are being provided effectively and allows us to address and resolve issues quickly. Clients interact with the TouchstoneCare™ team via a customized ticketing system where issues are tracked and addressed.
When an incident is detected, either by the Client or by TouchstoneCare™ systems, a support ticket is generated, notifications are sent to Client personnel, and a Touchstone engineer is assigned to investigate the issue. The engineer will take remediation actions to address the situation. Our team takes care of issues before they escalate.
Real-time monitoring and alerting systems are employed to ensure that performance, security, and availability issues are identified in a proactive fashion. Our Remote Monitoring and Management (RMM) system is used to proactively manage the IT and cloud environment so that major issues are circumvented before they cause problems.
Alerts/ Event Notifications
End-to-End Network Troubleshooting Support
Remote and On-Site Response
Monthly Status Call
Incident Management is the process responsible for managing the life-cycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.
TouchstoneCare™ utilizes multiple, industry-leading software tools to manage your environment. These tools provide robust reporting capabilities for the customer to understand their network.
Executive Summary Report
Our flagship report displays key metrics and support activities illustrating the critical functions we perform. The data is collected automatically and is used for performance and capacity management including incident notification so that the network can be managed more efficiently, and a higher level of service can be achieved.
A wide variety of additional reports helps ensure that you get the level of reporting you need when you need it most. These reports cover such key areas as device inventory, pricing, antivirus protection, backup integrity, user audits, hardware and software checkups, and more.
Monthly Business Reviews
Once a month Touchstone will conduct a 30-minute conference call to discuss service performance of the prior month and Continual Service Improvement going forward.