Progent's Consulting, Help Desk, and Ticketing for Network Service Organizations
ProgentProgent's consulting services for network service organizations enables your company to offer your customers Progent's consulting expertise and Help Desk Call Center support with your brand as a seamless augmentation of your regular network support team. These services can help you add to your client base, fill out your service catalog, satisfy your customers, and increase your bottom line.

Progent's roster of network infrastructure experts, PC support specialists, network admins, and data security professionals have acted as seamless expansions to the IT staffs of some of the world's largest IT support businesses. Progent's breadth and depth of technical knowledge allows you to widen the capabilities of your IT support business, and Progent's transparency helps you strengthen and preserve your branding. Progent can also provide your clients fast emergency recovery from a ransomware attack by offering the synchronized services of a veteran team of ransomware response experts who can deliver the required round-the-clock support and vital knowledge seldom available from smaller or narrowly specialized network support organizations.

Progent is an IT consulting firm with over two decades of background providing remote expertise to small and middle-size businesses. Progent is a Microsoft Certified Partner and has one of the biggest groups of Cisco CCIE network engineers of any private computer support firm in the world. Progent has provided online technical support and consulting to customers in every state in the country. (Refer to testimonials from Progent's customers.)

Providing Progent's Support Services With Your Branding
Progent's reseller program for IT service organizations offers seamless resale to your customers of professional services. Progent bills you directly and works under your direction to provide your clients support services under your brand. In addition, Progent offers an affordable Off-hours Support Service for customers who require access to 24x7 technical support.

Help Desk and Ticketing for Network Service Providers
Ticketing systems are the heart of a successful IT Call Center. But enterprise-grade ticketing systems are not only costly to acquire and staff, but a hassle to set up and manage. Small or niche IT service companies do not have the necessary financial or human resources. Progent's Call Center and ticketing solution gives IT support organizations a practical way to keep their own branding while providing their customers world-class desktop support built around an advanced ticketing system and reinforced by fast escalation to subject matter experts.

Key Features of Progent's Help Desk and Ticketing Program for IT Service Providers
Progent's Call Center and ticketing program for IT support firms takes advantage of Progent's investments in advanced ticketing technology, a remote desktop services team, and a group of geographically dispersed subject matter experts (SMEs). You can utilize Progent's ticketing system as a secure tenant or Progent can establish data interchange with your existing ticketing platform. The features available with Progent's Service Desk and ticketing program enable your IT service firm to increase your support volume, the range of technical issues your firm can take on, the number of locations you can service, and your hours of availability.

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

  • Progent's remote desktop support staff provides Level 1 end user help with 1-hour service level agreement (SLA) to commence work during normal business hours.
  • Standard support hours are from 5am to 7pm Pacific Standard Time (PST), five days a week.
  • Extended hours support is offered at extra cost.
  • Optional onsite service in larger metros is offered throughout the US at additional cost.
  • You retain complete control of your customers and billing.
  • Your clients enter requests via your branded Internet portal, a toll-free number, or by directing a message to your designated email address.
  • Each client request automatically becomes an open request in the ticket system.
  • Tickets can be monitored and modified online until resolution.
  • Optional transfer of Level 2 and Level 3 issues to Progent's or to your SMEs.
For more information on Progent's Service Desk and ticketing outsourcing program, see Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for Network Service Providers
Progent's consulting for network service providers allows you to become a sole point of contact for practically all IT guidance and troubleshooting your customers may require. You can build your staff and core IT skills steadily without having to decline opportunities due to a gap in in-house expertise or the absence of personnel.

Important aspects of Progent's Reseller Program for Network Service Providers include:

  • Transparent Support: Progent acts as a transparent supplement to your in-house IT service team, responding to your coordination, and invoices you instead of your customer.
  • By-the-Minute Billing: Progent charges on a per-minute basis to minimize costs.
  • Detailed Service Reporting: Progent uses an enterprise-class service documentation platform to ensure that all IT services delivered are fully described. This enables your IT support organization to transfer service assignments to internal consultants once you have enough people and appropriate skill sets.
Key benefits of Progent's Reseller Program for Network Service Providers include:
  • Safely Expand Your Service Practice: You can quickly and affordably accept more jobs beyond your main areas of expertise and serve new territories without assuming the risks involved with expanding your full-time staff too rapidly.
  • Re-enforce Your Brand: You can improve your positioning as a comprehensive network support provider by delivering more services to more clients under your own company name.
  • Add to Your IT Support Portfolio: Progent offers world-class support in a wide array of IT disciplines and can act as a dependable reservoir of skills for expanding your IT service business.
  • Fast Escalation: Thanks to a large roster of senior consultants ready to help, Progent can escalate rapidly from Tier 1 to Tier 3 services so even the most challenging problems get resolved promptly.
  • Make Your Customers Satisfied: Happy customers keep coming back. By joining with Progent, you can keep delivering solutions without ever forcing clients to seek expertise from other support firms.
  • Remote Technical Support Professionals: For 20 years, Progent has provided online network support from Help Desk support to advanced consulting. Effective remote service cuts costs while delivering fast solutions.
  • Top Industry Certifications: Progent's engineers have earned top certifications from Microsoft, Cisco, Apple, VMware, Citrix, Palo Alto Networks, and other leading technology companies. Progent's cybersecurity consultants hold top certifications including ISSAP, CISM, and CRISC. Find out more about Progent's industry certifications.
For a PDF datasheet describing Progent's program for reselling Progent's IT support under your own name, download Progent's Reseller Program for Network Service Providers.

Progent's Areas of Expertise
Progent's veteran team of certified consultants and technical experts gives you fast access to a broad array of online technical guidance and debugging expertise. Areas of expertise covered under Progent's reseller program for network service firms include:

Learn More About Progent's Reseller Support for IT Service Providers
To learn additional details about Progent's consulting program for IT service organizations, call 1-800-993-9400 or visit Contact Progent.