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Computer maker Dell announced the availability of ProManage-Managed Services, which the company said was “built from the ground up” for small and midsize businesses. The Web-based service actively monitors and manages IT networks and helps prevent system issues before they occur. Service packages start at $9 per month with no long-term contract required.
ProManage-Managed Services offers three levels of service: Alerts, which provides round-the-clock remote monitoring that checks the health of networks, servers, PCs and applications, including non-Dell systems; Resolution, monitoring with remote issue resolution for all monitored hardware, applications, anti-virus software, and Windows services; and Management, which couples alerts and resolution with end-user support, increased security functions, asset tracking and assessment services.
All three levels of service are monitored 24/7. When an event takes place, Dell’s network operating center alerts customers or their solution provider, while the service desk can fix the issues remotely. Additionally, each business is assigned a local field force that can be on-site quickly to resolve problems, perform assessments and help plan future growth prospects.
The expansion of the program to more than 5,500 U.S. towns and cities follows two successful pilot tests in Dallas and New York City, where Dell said it helped one customer, Euless, Texas-based TheAttorneyStore.com, which operates the GetLegal.com Website, increase staff productivity by as much as 60 percent.
“I was a little concerned, having the different operating systems, the different software we use,” said Chris Jones, TheAttorneyStore.com’s IT administrator. “I was concerned they would not be able to cover the bases-they’ve exceeded my expectations.” Jones said that without Dell’s ProManage-Managed Services, the company would not be able to focus on new innovations and products they are working toward.
“In today’s tough economy, the conversations we’re having with customers typically start with how we can help them save time and money and free up resources for projects that drive real business results,” said Tim Griffin, Dell’s vice president of global SMB business services, in a statement. “Our new managed services do just that by remotely monitoring and fixing the vast majority of IT issues, so customers … can focus on running their businesses not troubleshooting the server that just went down.”
Additional services are available on a “pay-as-you-need” basis and include virus and spyware issues, data storage and backup, network and security assessment, software support, data migration and installation. ProManage-Managed Services are available direct from Dell or one of its PartnerDirect Registered or Certified Partners enrolled in the ProManage Sales Agent program.
Ray Boggs, an analyst at IDC, said Dell has successfully strengthened its own infrastructure to make this advanced IT support possible, setting the stage for a variety of enhanced capabilities. “Web-based services-or IT-as-a-service-can change the way small and medium businesses think about and take care of their IT,” he said in a statement. “Basically you use technology to take care of your technology.”