Dell has announced the US availability of a managed service offering for SMBs, designed to remotely monitor and fix IT problems.
Tagged with the snappy moniker, "ProManage-Managed Services," a Dell helpdesk continuously monitors a customer's network in order to check for faults and repair them.
It is now available in more than 5,500 towns and cities in the United States, after two successful pilots in Dallas and New York City. Dell claims that in one case, it helped one customer increase staff productivity by as much as 60 percent.
Dell told Computerworld UK sister title Techworld that it is currently piloting the service in London, and has plans for a national expansion in the UK, although it could not put an exact timeframe on the rollout. "We'll share expansion plans for Europe and other parts of the world as they become available," the spokesman said.
"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, vice president of Dell Global Small and Medium Business Services, in a statement.
If a problem is detected by the 24/7/365 monitoring service, an alert is triggered by Dell's Network Operating Centre, which alerts customers (or their providers) so they can avoid unexpected downtime and keep systems running. Dell also offers resolution services for all monitored hardware, applications, anti-virus software, and Windows Services. When problems are found, the Dell Service Desk aims to fix the issues remotely.
Dell's ProManage-Managed Services also includes an end-user support option, plus increased security functions, asset tracking and assessment services. Dell says that each customer is assigned a "local field force" which can get onsite quickly to "resolve problems, perform assessments and help plan future growth prospects."
Pricing starts from $9 (£6) per month. There is no upfront investment or long-term contract required.
There are also additional services available on a "pay-as-you-need" basis. This includes troubleshooting and repair; virus and spyware issues, including OS; software support; data migration; data storage and backup; installation; network assessment and design; and finally security assessment and design.