Managed Services

STERLING provides the most qualified and experienced consultants, who understand both your business needs and can operate and monitor your entire IT Infrastructure environment. Outsourcing these areas not only saves time and money, but offers returns such as detection of inefficiencies that otherwise might not have been noticed. STERLING | Managed Services can also provide your company with a suitable IT direction that takes advantage of the most current technologies without superfluous investments. STERLING | Managed Services has helped many clients including the ones listed below.

Our investment in STERLING?s eSupport portal has been worth it. It provides a one-stop, real-time access to mission critical information ? driving both self servicesthat increase cost savings, and a more productive workforce

As businesses everywhere become eBusinesses, support is more important than ever. And traditional IT support models can't stand up to the new challenges posed by constantly emerging information technologies. STERLING Information Technologies Inc. developed its own in house STERLING eSupport System to address the IT support needs of eBusinesses.
eBusinesses require eSupport, and that is what the STERLING eSupport System provides. The STERLING eSupport system automates the management and resolution of support requests across an enterprise via the Web. It is based on the Web's largest directory of computer help and productivity resources that include a means to deflect employees' support calls before they reach IT help desks, and an on-line directory for over 2200 popular software and hardware products. With the STERLING eSupport System, our clients are able to utilize self-help services and assisted help services to promote call avoidance, and accelerate problem resolution processes - resulting in support-cost reductions.

The STERLING eSupport System is one of the most comprehensive eSupport systems available.

? Provides 24/7 support services
? Eliminates support calls by up to 42%
? Reduces technology support costs by up to 50%
? Resolves up to 85% of problems during the first end-user contact
? Limits hold-time to approximately 60 seconds.

STERLING eSupport System also offers a variety of other conventional managed services as well.
? A web based support solution provides technical support for level 0 - 2 support requests.
? People that deliver 24x7 technical support via Email Assistance or Live Tech Assistance
? Self-help content that can be accessed from online directories
? 24/7 technology support availability

If a corporate end-user requires further assistance, then STERLING eSupport provides higher level (3-4) IT support. Response times are minimal ? immediate response to mission critical or server issues, and 8 business hours (or less) on non-critical issues.

Telephone Support ? Through desktop sharing, our help desk support specialists remotely access PCs in order to reach out and assist corporate end users as required. Our helpdesk support analysts are available during corporate hours (8am - 8pm M-F/ EST).

On-Site Support: STERLING offers conventional on-site support to corporate end-users as part of its technology deployment initiatives.