Progent's Consulting Expertise, Help Desk Call Center, and Ticketing Support for Network Service Organizations
ProgentProgent's consulting services for network service organizations allows you to offer your clients Progent's consulting expertise and Help Desk Call Center support using your own branding as a seamless extension of your in-house network support group. This can help you grow your revenue, fill out your service portfolio, create happy clients, and increase your bottom line.

Progent's nationwide team of network experts, desktop support specialists, network administrators, and data security professionals have acted as transparent adjuncts to the IT groups of some of the country's largest IT service firms. Progent's range of technical knowledge allows you to broaden the capabilities of your IT service practice, and Progent's close integration with your support team helps you strengthen and protect your company's brand. Progent can also provide your clients fast emergency response to a ransomware attack by offering the coordinated services of a veteran team of ransomware recovery experts who can provide the required round-the-clock effort and critical skills rarely available from smaller or narrowly specialized network support firms.

Progent is a network support firm with more than 20 years of background delivering online expertise to small and mid-size organizations. Progent is a Microsoft Certified Partner and has one of the biggest teams of Cisco-certified CCIE network infrastructure engineers of any independent IT support firm in the world. Progent has delivered remote technical assistance and consulting to customers in every state in the country. (Check out recommendations from Progent's customers.)

Using Progent's Support Services With Your Branding
Progent's consulting program for IT service firms offers transparent resale to your clients of world-class IT services. Progent bills you exclusively and performs under your direction to deliver your customers support services under your branding. Also, Progent offers a low-cost Off-hours Support Service for customers who need access to 24x7 support.

Help Desk and Ticketing Services for Network Service Providers
Ticketing is the enabling technology behind an effective Help Desk. But enterprise-grade ticketing platforms are not only expensive to acquire and staff, but difficult to set up and maintain. Small or niche IT support organizations rarely have the necessary resources. Progent's Call Center and ticketing solution offers IT service organizations an economical way to keep their company branding while providing their customers responsive desktop support built around a best-of-breed ticketing platform and reinforced by fast escalation to high-level experts.

Features of Progent's Help Desk and Ticketing Solution for Network Service Organizations
Progent's Service Desk and ticketing solution for IT service firms takes advantage of Progent's investments in advanced ticketing technology, an online desktop services staff, and a network of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing system exclusively or Progent can set up communications with your current ticketing platform. The standard and optional features available with Progent's Service Desk and ticketing solution allow your IT service firm to expand your support volume, the diversity of technologies your firm can take on, the number of geographies you can serve, and your hours of availability.

Important features of Progent's Service Desk and ticketing program for IT service companies include:

  • Progent's online desktop service staff provides Level 1 end user support with 1-hour service level agreement (SLA) to begin work during standard work hours.
  • Standard support times are 5am to 7pm PST, five days a week.
  • Extended hours support is offered at additional cost.
  • Optional on-premises support in major metro areas is offered throughout the US at extra cost.
  • You have complete control of your clients and invoicing.
  • Your customers submit incident reports by means of your own branded web portal, an 800 number, or by sending a message to your assigned email address.
  • Each customer request automatically becomes an open request in the ticket system.
  • Service tickets can be monitored and modified online until they are closed.
  • Optional transfer of Level 2 and Level 3 issues to Progent's or to your SMEs.
To see more information on Progent's Call Center and ticketing outsourcing program, visit Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for Network Service Providers
Progent's consulting for network service organizations allows you to act as a sole point of contact for virtually all IT expertise your clients may need. You can grow your staff and strategic IT skills steadily without having to turn down opportunities owing to a lack of expertise or a shortage of personnel.

Key features of Progent's Reseller Program for IT Service Providers include:

  • Transparent Service Delivery: Progent acts as a seamless supplement to your in-house IT service group, responding to your direction, and invoices your firm rather than your client.
  • Granular Billing: Progent charges by the minute to reign in expenses.
  • Extensive Reporting: Progent uses an enterprise-class service reporting system to make sure all IT services delivered are fully documented. This allows your IT support organization to transfer service assignments to in-house personnel once you have enough people and relevant technical skills.
Top advantages of Progent's Reseller Program for Network Service Providers include:
  • Safely Expand Your Service Business: You can quickly and affordably take on additional opportunities outside your core fields of expertise and open additional geographies without assuming the risks associated with expanding your full-time staff too rapidly.
  • Strengthen Your Brand: You can solidify your mind share as a full-spectrum IT support provider by offering more solutions to more clients under your own brand.
  • Add to Your Services Portfolio: Progent offers world-class expertise in a broad range of IT disciplines and can act as a reliable resource for expanding your IT support business.
  • Rapid Escalation: Thanks to a sizable team of top-level technology experts ready to help, Progent can escalate quickly from Tier 1 to Tier 3 support so even the toughest problems can be handled promptly.
  • Keep Your Clients Satisfied: Happy customers keep coming back. By teaming with Progent, you can continue delivering solutions without ever requiring clients to look for expertise outside the fold.
  • Remote Support Experts: For 20 years, Progent has provided online IT support ranging from Help Desk services to high-level consulting. Effective remote support saves money while delivering fast solutions.
  • Major Certifications: Progent's engineers hold advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Juniper, Palo Alto Networks, and other technology leaders. Progent's cybersecurity experts hold advanced certifications including CISSP-ISSAP, CISA, and GIAC. Learn more about Progent's certifications.
For a PDF datasheet about Progent's program for providing Progent's IT support expertise under your own brand, download Progent's Reseller Program for IT Service Providers.

Progent's Practice Areas
Progent's nationwide roster of certified engineers can provide a wide range of remote consulting and troubleshooting expertise. Practice areas offered under Progent's reseller program for IT service organizations include:

Learn More About Progent's Reseller Program for IT Service Organizations
For additional details about Progent's consulting program for network service firms, call 1-800-993-9400 or see Contact Progent.