FAQ
What is the Complete Solution? BACK
TO TOP
DirectPointe's Complete Solution
is a monthly fee-based service that includes standards-based PCs, servers, and networking
equipment tailored to your company's needs. In addition to all of the needed equipment
and software, we provide an entire suite of managed services to deliver the most
efficient and affordable solution. You also have the option to include industry
leading productivity software such as Microsoft Exchange e-mail and collaboration,
and more, determined by your specific business needs. The
Complete Solution includes testing, procurement, deployment, management,
protection, user training, and on-going support. Some of the features include remote
update and repair ability, on-site warranty service, secure remote data backup,
fast and professional support. It is a complete computing solution at an affordable
and consistent monthly rate.
How will the DirectPointe Solution benefit my business? BACK TO TOP
Instead of working with multiple vendors to evaluate, acquire, deploy, and support
technology, you have one company with many options to meet all of your computing
needs. We provide the services you need for one low monthly payment and give 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.
What does tested and certified mean? BACK TO TOP
DirectPointe works with you to understand your critical business applications. We
test your environment with your applications to ensure compatibility and offer maximum
reliability. Using our certified configuration gives you the confidence that you
can run your applications with fewer problems.
How much does the DirectPointe Solution cost? BACK TO TOP
DirectPointe's costs vary depending on your specific needs.
Contact us to arrange a free analysis of your environment to determine pricing.
How can the DirectPointe Solution save me money? BACK TO TOP
Although computers and technology are sometimes unpredictable, your computing budget
does not have to be. With DirectPointe's solutions, large up-front costs for equipment
and software are eliminated, IT resources can be redirected, unanticipated support
costs are no longer an issue, and you will know in advance exactly what your expenses
will be. For a complete cost analysis, contact DirectPointe
Sales. You may be surprised at how much you are currently spending.
What kind of computers do I get with the DirectPointe Solution? BACK TO TOP
DirectPointe provides business class PCs and servers from Hewlett Packard and Dell.
By using industry leading technology and support we can provide a more reliable
computing environment that is backed with world-class service. Since every business
has unique equipment needs, our consultants will help you determine the best options.
What if I want to add additional equipment or services during the subscription
term? BACK TO TOP
No problem. Additional equipment and services can be added to your subscription
as needed.
What do I do with my current equipment? BACK TO TOP
After we evaluate your present and future computing needs, we determine the components
of your current technology that are still a good fit. If you choose our
Complete Solution we can offer cash for equipment that should be liquidated.
How is the implementation process for the Complete Solution performed? BACK TO TOP
The implementation process depends on the services needed. Many services can be
implemented quickly, while others require additional planning. Once the planning
sessions are complete, DirectPointe 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. We typically
install the solution over a weekend or time that is not disruptive to employees.
Once the equipment is tested and configured, DirectPointe 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 everything is working
correctly. Data migration from old systems is also handled for PCs and servers where
needed. The final step is to train your users on the new computing environment.
What are managed services? BACK
TO TOP
DirectPointe's Managed Services are offered to customers that only need a subset
of the many services offered by DirectPointe. Most of the services are delivered
remotely from our central data center. Visit the
Managed Services section to learn more.
What services are included with the Complete Solution? BACK TO TOP
DirectPointe's Complete Computing Solution
handles all aspects of your computing infrastructure needs. We manage your computing
environment remotely through your dedicated connection to our Data Center. Your
environment is monitored to detect errors and correct problems quickly (we even
have the ability to predict possible failures before they happen!). You have options
to back up your data on-site or remotely to DirectPointe's secure data center. In
the unlikely event that a user's data is lost, we can quickly deploy a new system
with the user's settings and data restored. We can also provide many updates remotely
to minimize the impact on your wok environment. Finally, we track all of your computing
assets based on the user and the department. You are provided a list of these assets
when the services are deployed and receive updates as your environment grows or
changes.
How can DirectPointe control my computer? BACK TO TOP
When you contact the DirectPointe support line, it may be helpful for us to take
control of the PC to quickly resolve a problem. You simply press your pre-programmed
eSupport button or select the eSupport icon on your desktop, and a support technician
is contacted immediately. We have the ability to remotely take control of your computer
to resolve problems while you watch. This is a secure connection, and you must give
us authorization before we "get in the drivers seat".
What is your response time for remote support? BACK TO TOP
Our remote support (eSupport) is the most widely used support (phone, e-mail, and
on-site support are also available with our solutions). We have immediate notification
setup for multiple support persons to ensure all eSupport requests are the highest
priority. Our average response time to eSupport requests is less than 25 seconds,
but actual times may vary slightly.
If we need someone to physically come onsite, what is the response time? BACK TO TOP
Response times will depend on your specific needs and circumstances. We have found
that we can handle most of the support needs remotely after implementation of our
Complete Solution. Before implementing
the Complete Solution we review onsite service options depending on your business
requirements. We can offer next-day or 4-hour response for most onsite needs for
equipment related services. The speed to have someone on-site may also depend on
the priority level. Contact DirectPointe Sales
to learn more about our solution and how we mitigate many support issues.
What charges are there for onsite support? BACK TO TOP
There are no additional charges for on-site support during normal business hours
(8:00 a.m. to 8:00 p.m. MST) with the Complete
Solution. We can make adjustments for after hours support if needed.
What is a price range, if we want to keep our current computers and only get
support? BACK TO TOP
This largely depends on your existing equipment. As equipment ages, it becomes increasingly
difficult to manage. We are mainly focused on minimizing disparate systems to improve
reliability and service levels. We can conduct an inventory of your existing systems
to identify the items that make sense to keep in your environment. Once we have
conducted and inventory of existing systems, we can provide detailed pricing information.
Do you perform hourly rate work or sell blocks of hours? BACK TO TOP
We typically do not provide services on an hourly basis. We believe this creates
a conflict of interest between a service provider and customer when billing for
services hourly. There may be limited circumstances where this is required, but
we try to find alternative approaches that ensure common goals between DirectPointe
and our customers.
Are Managed Services meant to replace the customer's existing IT staff? BACK TO TOP
No. Our Managed Services are intended to help improve the productivity of a company's
existing IT staff. Companies with existing IT staff are able to utilize DirectPointe's
Managed Services to help the existing IT staff focus on more strategic areas. We
handle the critical, but non-core activities to avoid hiring IT staff members to
focus on the routine administration, support, and proactive management that are
commonly overlooked.
What is the subscription term? BACK
TO TOP
DirectPointe offers subscriptions ranging from monthly to sixty-month terms depending
on your needs and anticipated computing lifecycle.
What is the next step? How do I order the DirectPointe™ Solution? BACK TO TOP
Simply contact DirectPointe Sales to arrange
a time for a needs assessment.
Once I order, what can I expect to happen? BACK TO TOP
When you sign up with DirectPointe, we review your business and technology needs
according to the results of the assessment. Most of the work to configure, build,
and test your solution is performed at our offices. If any changes are planned for
Internet connectivity, we will coordinate installation dates prior to implementation.
If you choose the Complete Solution,
we install the entire solution at a time that will not disrupt employee productivity.
When your employees return, the solution is installed and our qualified technical
personnel are on-site to assist users with any questions or issues. User training
is performed shortly after implementation.
I would love to work for DirectPointe™. How can I find out information
regarding available positions? BACK
TO TOP
DirectPointe is continually looking for eager individuals to join our team. If you
are looking for an exciting career in a growing industry, please visit our
Career section to learn more about working for DirectPointe.
How can I become a DirectPointe™ Partner? BACK TO TOP
DirectPointe is always open to explore partnership opportunities. Whether you are
a consultant, software developer, communications provider, service company, or have
customers that could benefit from an integrated computing environment, we have alliance
programs for you. Please visit the Partners section
to learn more.
