Service Delivery
Details
Support Plans
What makes Dyrand different than my current
IT support?
About Dyrand
Service
Delivery Details
What are managed services?
Managed Services are ongoing IT services that are intended
to provide you with all of the benefits of having your
own fully staffed IT department without the high cost
of going out and hiring your own staff. This is sometimes
referred to as a “Virtual IT Department.”
Managed Services can also be used to describe individual
IT services, such as network security management, that
are delivered on an ongoing basis for a monthly fee.
In either case, Managed Services are delivered via the
Internet and are intended to fill in the gaps that exist
in a company lacking in internal IT resources.
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How will Dyrand’s Managed Services benefit my
business?
Dyrand’s Managed Services will help in many ways.
Instead of working with multiple vendors to evaluate,
acquire, deploy, and support technology, you have one
company to handle all of your computing needs. Dyrand
takes ownership of the entire computing lifecycle for
one low monthly payment and gives you one point of contact.
This allows you to truly use IT as a competitive tool
by deploying the latest technology rapidly without large
infrastructure costs. The headaches of managing your
computer systems and networks are eliminated so you
are free to focus on your business.
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How is your service delivered?
Our primary method of service delivery is via
a secure Internet connection. Should an on-site visit
be required, we will arrange for it, however, most issues
can be successfully resolved without a site visit.
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What hours do you provide coverage?
Our Network Operations Center operates 24/7
for all network infrastructure monitoring and support.
Helpdesk support is only available 8-5 weekdays.
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Do I need to locate my servers in your facility?
No. They can remain in your office or in any
collocation facility you choose.
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How do you work with my IT department?
For larger companies, we work very well with
the internal IT department, because our services are
provided a la carte and are very effective in terms
of freeing up internal staff for more strategic projects.
For smaller companies, particularly those with a one-person
IT department, there can be substantial overlap, and
therefore it is critical to establish who will be responsible
for what.
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How does billing work?
Unlike most IT consulting companies, our preferred
method of billing is not hourly. Instead, our managed
services are all delivered for a fixed fee per month
per device so that your costs scale in direct proportion
to your business. Hourly consulting is also available
for short term projects. Contact
Us to learn more.
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What is the response time?
For infrastructure monitoring and management,
we guarantee a response time of 15 minutes or less (our
monitoring software will alert us in less than 120 seconds).
For helpdesk support, we offer a call back service with
a response time guaranteed to be four hours or less.
In most cases, the response time for helpdesk support
is less than an hour.
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Support
Plans
What types of support plans do you offer?
We have a wide variety of managed services
from which to choose. They are all listed in the left
navigation bar of this page. You can also look at our
service plans here.
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What software do you support?
We support the Microsoft Office suite of applications
as well as the Windows and Linux operating systems.
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How do you handle hardware support?
Virtually all of our customers have hardware
support contracts for their servers and PCs from the
manufacturer that provide next day hardware support
for 3 years. In a situation where we've determined that
hardware support is needed, we'll escalate the service
ticket to the correct vendor on your behalf and handle
theincident through to resolution.
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I'm not familiar with having IT services delivered remotely.
How does it compare to on-site delivery?
There are more advantages than disadvantages.
With remote support, we are able to be far more proactive
by making use of our monitoring software and reporting
systems. We have been supporting customers this way
since 2001 and have found that we are able to resolve
the vast majority of non-hardware issues. For hardware
issues, please read the question above. The disadvantage
is that you don't get to see our smiling faces as often,
and we don't bring coffee and donuts on service calls.
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Are there security risks to receiving remote support?
No. We do not require you to open any additional
ports in your firewall. We use remote control software
that allows us to control your PCs and servers as though
we are sitting right in front of them. For PCs, you
must authorize us to take controls each time, so you
can be assured that we aren't doing anything you aren't
able to sit there and watch. For servers and other types
of equipment, we use standard username and password
credentials, just as we would if we were standing in
front of the machine.
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How is the implementation process performed?
Once the planning sessions are complete, Dyrand will
procure the necessary equipment for the implementation.
Based on product and Internet access availability, we
will coordinate an implementation date with your management
and technical personnel. Once the equipment is tested
and configured, Dyrand will handle the installation
in conjunction with a designated member of your staff.
After our installation professionals have your environment
in place, they will test to ensure that it is working
correctly. If it is included in your service, we will
migrate data from any previous PCs or servers. The final
step is to train your users on the new support system.
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What else is included?
That is a very good question. In addition to
the day-to-day support, we also provide you with longer
term strategic planning advice. Our account managers
are able to do this, because they've taken the time
to understand your business and have a lot of data at
their fingertips about past resource utilization from
the many reports that we are able to generate.
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What is a Network Operations Center (NOC)?
A NOC is a big fancy room full of computers
and systems engineers that are all focused on just one
thing: proactively monitoring our customer's IT infrastructure
looking for problems to solve. So, instead of wasting
time driving all over town, we invest that time in bettering
our service to you.
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What Makes Dyrand Different Than My Current IT Support?
Why should I choose Managed Services instead of a traditional
hourly consulting service?
The biggest problem with hourly support is that it's
generally delivered on a reactive basis, and when it
is being delivered, you are often paying the consultant
to first discover what the problem is and then to solve
it. Hourly support puts all the "time and expense"
risk on you. Managed Services places all that risk on
us.
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About
Dyrand
When was Dyrand founded? Why?
Dyrand was founded by Trent Dyrsmid on July
6th, 2001. It was started because Trent has a
passion for business and technology. Very shortly thereafter,
he was joined by Ed Anderson, and together, they crafted
a vision for a new type of IT service provider; now
commonly referred to as a Managed Service Provider.
If you'd like to learn more about the history of Dyrand,
click here.
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How will working with Dyrand make my company better?
In business today, effective use of technology
can make the difference between leading the pack and
chasing it. Competition is brutal, margins are thin,
and staff are always being asked to do more in less
time. Technology can make a significant improvement
if used correctly; however, most executives don't have
sufficient time to be able to research all the latest
technologies in the marketplace. That is where we come
in. Because Dyrand manages hundreds of different environments,
we are faced with the task of learning about many different
types of technologies on an ongoing basis. This process
constantly improves our collective knowledge - knowledge
that we can then share with our customers.
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How can I learn more about Dyrand?
You can contact us,
read case studies, visit
our Presentations page,
or read recent news.
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