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.

People

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.

Process

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.

Technology

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.

Monitoring

Up/ Down and Performance/ Health monitoring including historical data retention, device log reviews and analysis, basic reporting, and monitor base-lining

Alerts/ Event Notifications

Events and system issues create alerts and either remotely resolved or an engineer will be dispatched according to SLAs

Software Patching

Periodic scheduled device software updates, fixes, firmware updates, security patches (excludes major OS version upgrades and major application version upgrades)

Configuration Management

Adds, moves, and changes including configuration backups, device administration, user account administration

Asset Management

Central database of complete information on hardware, software, licenses, and support contracts

End-to-End Network Troubleshooting Support

Eliminates vendor finger pointing

Internet Link

Monitoring and troubleshooting including with ISP, latency, and performance

Logs

Comprehensive system log analysis reviews (e.g. system and application error logs)

Performance

Comprehensive performance trend metrics analysis

Remote and On-Site Response

Resolution of issues including onsite priority one issues

Monthly Status Call

Call to discuss events of past month, review current projects, discuss new technologies implemented, and the overall state of the environment

Incident Management

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.

Reporting

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.

Additional Reports

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.

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