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eVeroCARE™

eVeroCARE™ is a flexible and predictable way to manage your office’s IT support. We offer three different eVeroCARE™ packages to fit your needs. eVeroCARE™ is targeted towards healthcare agencies that need secure networks, backups of important medical information, and more. All of our eVeroCARE™ support is HIPAA and HITECH Act-compliant.

Which eVeroCARE™ package is right for your agency? Choose one of the statements below that best matches your needs.

I don’t have a full-time IT staff; or I don’t have any IT staff available after hours.

If you need the benefits of a 24/7 IT staff, but you don’t have the budget to hire staff to work around the clock, try eVeroCARE™ Complete Coverage.

With eVeroCARE™ Complete Coverage, we will complement your existing IT staff by:

  • Keeping your computer network, e-mail, databases and Internet access up and running 24/7.
  • Maximizing your network’s response time, performance, and stability.
  • Giving you unlimited 24/7 help desk support, with on-site support for problems that need in-person attention.
  • Monitoring your computers through remote monitoring and management (RMM) 24/7, ready to troubleshoot problems as they arise.

I don’t have a full-time IT staff, and maintaining a quick network speed is very important to me.

Try eVeroCARE™ Premium, which includes everything in eVeroCARE™ Complete Coverage package, plus faster response times and a higher SLA.

I need some, but not all, of the eVeroCARE™ Complete Coverage package.

With eVeroCARE™ “Co-IT”, it’s easy to pick and choose eVeroCARE™ services a la carte to create your own package. eVeroCARE™ “Co-IT” is perfect for supplementing your current IT team’s support.

 


eVeroCare - IT Support

Learn How eVero Can Benefit Your Business

The Benefits of eVeroCARE™ Complete Coverage

  • eVeroCARE™ scales with you. This allows you to budget for network support just like you would rent or insurance. As you add or remove devices, we adjust your costs accordingly.
  • Avoid expensive repairs and recovery costs. Our network monitoring and maintenance will save you money by preventing expensive network disasters from ever happening in the first place. As a matter of fact, we guarantee it.
  • Experience faster performance, fewer glitches, and practically zero downtime. Some parts of your system will degrade in performance over time, causing them to slow down, hang up and crash. Our preventative maintenance and network monitoring will detect these problems early and prevent them from escalating into more expensive repairs and downtime.
  • 
Feel as though you have an in-house IT department– without the costs. As a network maintenance customer, you’ll have access to a knowledgeable support team that can be reached immediately should you have any kind of questions or problems.
  • Receive substantial discounts on IT services that you are already buying. 
Most IT firms nickel and dime. Under this program, you’ll pay one flat, affordable rate and get all of the technical support you need. No hidden charges, caveats, or disclaimers.
  • Eliminate on-site fees and receive faster response to your problems. Thanks to our remote monitoring and maintenance software, we have the ability to remotely access and repair most network problems right from our offices. If we cannot fix it remotely, we will dispatch a technician to your office the same day.
  • Gain incredible peace of mind. As a business owner, you already have enough to worry about. We’ll make sure everything pertaining to your network security and reliability is handled so you don’t have to worry about it.

eVeroCARE™: Monitoring and Maintenance Plan

Initial Site Survey (27-Point Network Audit):

A senior engineer will come on-site to create initial network documentation, as well as audit your network for potential problem areas including:

  • Network security
  • Data back-ups
  • Virus protection
  • Spam filtering
  • Hardware integrity (check for pending failures)
  • System performance and trends
  • Overall network design and layout

Network Monitoring:

This 24/7 network monitoring service will allow us to watch every aspect of your network to detect and report problems before they escalate into downtime, data loss, or expensive repair issues. Some of the items we will monitor include:

  • Server traffic and load
  • Hardware integrity and reliability
  • Storage space and availability
  • Back up success and failures
  • Anti-virus protection

Quarterly On-Site Consultation:

Every three months we will come on-site to perform an extensive analysis of your network’s trends, security, and performance, as well as to review your company’s goals and technology issues with you. This quarterly review will allow us to make specific recommendations for improving your network performance, office productivity, and help you plan and budget for future IT needs.

Monthly Network Tune Up:

Every month a technician will come on-site and conduct a thorough audit and tune up of your network to:

  • Review and update available security patches
  • Check status of Anti-Virus Clients
  • Perform a full data restore to ensure back-ups are functioning properly
  • Review hard drive space, memory, CPU utilization
  • Review network documentation and make changes as necessary
  • Review routers, firewalls, switches for failure or problems
  • Optimize server for maximum performance and reliability
  • Review and install operating system updates
  • Test backup and restore data
  • In-depth review of server logs for errors and potential problems
  • Add and remove users

eVeroCARE™: Included Services

Break-Fix Services:
In the RARE event that your network goes down, or if you experience any type of problem, our team of senior technicians will troubleshoot and resolve the issue at NO ADDITIONAL SERVICE FEE to you. You can consider this like a network insurance plan.
Unlimited Help Desk Support:
You and your employees can call anytime during business hours and speak to a technician about problems they are experiencing.
Year-End Technology Review:

    We will help you plan how to use technology to increase productivity, cut costs, gain competitive advantages, and support your company’s growth.

  • Guaranteed 4-Hour Response to Technical Problems
  • Monitor Virus Definition and Security Patch Updates
  • Virus REMOVAL and Cleaning
  • Monthly Executive Summary Report and Daily System Status E-mail Update
  • Client Access to our Client Portal to view project and ticket status
  • Spyware Monitoring and Removal
  • Adding and Removing Users
  • Vendor Liaison Services

Plus, you will be covered under our 100% No-Hassle Guarantee:

We are so confident in our eVeroCARE™ Complete Coverage support program that we are willing to back it up with a powerful guarantee that no other IT firm or consultant would dare to make:

    We guarantee that we will be able to detect, diagnose, and PREVENT any type of network problem from escalating into downtime. If by some odd chance your network goes down, if you get a virus, a hacker invasion, or any other problem that requires clean up and fixing, we will do all of the work necessary to restore your network back to full speed with no additional service fees to you.

eVeroCARE™: Help Desk / Dispatch Features

Provided by eVero’s Customer Care Center, 10 x 5 Customer Support is provided from 7:30 AM to 6:30 PM, Monday through Friday, Eastern Standard Time. It is a single point of contact to resolve problems, report incidents, and obtain service.

Using a variety of management tools, eVero leverages collective experience, knowledge, and data to enhance our ability to provide support services. As a proactive business partner, eVero resolves problems, tracks statuses, manages and reports incidents and requests. eVero can also provide limited support for third-party applications (i.e., non-Microsoft applications). Customer Support may be accessed via a toll free number, e-mail, and a web-based support portal eSupport

After Hours Customer Support

For Customers with a standard 10 x 5 Customer Support Agreement, any after-hours support requested by users will be performed by eVero on a time and materials basis. In addition, eVero will not always be able to resolve Customer issues (especially if hardware-related) after 6:30pm EST due to vendor availability issues or other constraints outside of eVero’s control. In such cases eVero will work to resolve the issue the following business day unless the issue qualifies as an emergency in need of immediate attention.

eVero Responsibilities

  • Provide an online portal accessible to designated points of contact, detailing monthly statistics on network performance and trouble tickets.
  • Log all user calls into the eSupport trouble ticket system for tracking through resolution, and analyzing for trends indicating problems requiring proactive resolution.
  • Utilize remote access tools to take control, diagnose, and fix user problem when appropriate.
  • Recommend solutions for recurring software, hardware, and/or network faults.
  • Creation, modification, and deletion of user accounts.
  • Setting and resetting of user account passwords.
  • Printer Queue Management (excluding hardware support and no support on daily printer consumables like toner kits and paper).
  • Provide 2 hour call-back support for clients calling after standard operating hours, billed in 15 minute increments at current eVero rates, unless point of contact has indicated no after-hours support is to be provided to user.