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THE ESSENTIALS
OF A SUCCESSFUL I.T. DEPARTMENT

Thank you for taking the time to meet with our team.

 

Our goal is to cut straight to the heart of what you really need from an IT Department to feel successful in your day-to-day operations.

 

We know those goals, challenges, and tools look different from company to company. However, we do experience that there are some “essentials” that are common throughout our Managed IT Service Agreements.

 

 

WHAT IS SUCCESS FROM
THE I.T. DEPARTMENT?

Fewer Issues

What does this look like?

Speed and efficiency of the IT department in addressing and resolving technical issues and incidents. Faster resolution times indicate a more responsive IT support team.

KPIs:

  • Average time to resolve incidents/#endpoints (PCs & Servers) compared to
    predefined SLAs
  • % of issue reduction for common issues (quarterly data trends of reoccurring issues
    should be in decline)
  • Percentage of Uptime & Availability (e.g., 99.9% uptime -the percentage of time that
    critical IT systems and services are operational and available to users)

Less Risk

What does this look like?

Enhancing organization’s risk framework, security posture, polices, and best practices.

KPIs:

  • Baseline number of security incidents, compliance audit results, vulnerability
    assessment scores reviewed annually/quarterly (should be improving)
  • Organizational Standards/Gaps/% of alignment
  • NIST/CIS Standards/Gaps/% of alignment
  • Regulatory Standards/Gaps/% of alignment

Operational Boosts & Scalability

What does this look like?

Assesses the ability of an organization’s IT department to enhance and optimize its operational processes while ensuring that the IT infrastructure and systems can scale efficiently to accommodate increased demands.

KPIs:

  • General IT standards/Gaps/% of alignment
  • # completed SBRs (Bi-annual or quarterly) with foundational and innovative solutions roadmapped to enhance operational agility, such as cloud computing, mobile applications.
  • % of successful implementation of planned roadmap solutions annually

Business & Budget Alignment

What does this look like?

Should consider both financial prudence (avoiding overspending) and the ability to strategically allocate resources to support the organization’s IT needs and objectives effectively.

KPIs:

  • % IT Operating Expenses (OPEX)
  • % IT Capital Expenses (CAPEX)

Customer Satisfaction

What does this look like?

Ultimately, the success of IT functions often hinges on user satisfaction. Surveying employees or customers who use IT services can provide insights into their experiences, needs, and levels of satisfaction with IT support and solutions.

KPIs:

  • CSAT quarterly response score of 98% or greater
  • Net Promoter Survey (NPS) collection from key stakeholders in the client org.

KEY FUNCTIONS OF AN
I.T. DEPARTMENT

Centralized Services

This involves managing & maintaining the organization’s hardware, including servers, networking equipment, assets, and data storage systems. 

User Support & Help Desk

Providing technical support to employees or customers who encounter IT-related issues 24/7/365. This can include troubleshooting hardware and software problems, answering queries, and offering guidance.

Project Management

Overseeing IT projects from initiation to completion. This involves:

Vendor Management

Managing relationships with technology vendors and suppliers.

 This includes:

End-User Training and Education

Ongoing creation and maintenance of a knowledge base, that includes common issues and self-help guidance for their solutions. Providing training and educational resources to employees to enhance their IT skills and awareness of security best practices.

Triage/Intake/Coordinate/Escalate

SECURITY ALIGNMENT

Compliance/Regulatory/ Risk Governance

Proactive audits, assessments, and policy development to ensure that the organization complies with industry-specific regulations and data protection laws, such as PCI DS, CMMC or HIPAA, as applicable. Development of risk appetite and control alignment.

Disaster Recovery and Business Continuity

Developing, maintaining and testing plans to ensure that the organization can recover from IT failures or disasters and continue its critical operations.

Incident Response

Team ready to execute practiced, planned, and documented response to any security incident or breach. Framework includes:

Cybersecurity

Protecting the organization’s digital assets and data from cyber threats. This involves implementing tailored security measures such as:

TECH ALIGNMENT & STRATEGY

IT Strategy and Planning

Collaborating with leadership and other departments to align IT strategies with business goals. This includes:

Modernization/ Automation/ Innovation Readiness

Staying up-to-date with emerging technologies and trends to identify opportunities for innovation and process improvement to increase operating efficiency and competitive advantages.

Documentation

Maintaining comprehensive documentation of IT systems, procedures, and configurations to facilitate troubleshooting and knowledge sharing.

Technology Standards & Alignment

Audit the use of standardized technologies, processes, and industry best practices across the organization.

Data Management

Managing and maintaining databases, ensuring data integrity, and facilitating data access and reporting. This includes data backup and recovery processes.

WHAT IS INCLUDED IN OUR FULL
MANAGED
ESSENTIAL AGREEMENT

INFRASTRUCTURE

PROACTIVE
TECHNOLOGY
MANAGEMENT

CENTRALIZED
SERVICES

TECHNOLOGY ALIGNMENT PROCESS

TECH STANDARDS AND ALIGNMENT

ACCOUNT MANAGEMENT

DEDICATED VCIO

STRATEGY

SERVICE DESK SUPPORT

CUSTOMER SUPPORT TEAM

ONE PAGE DISASTER RECOVERY PLAN

RECOVERY POINT OBJECTIVE

BUSINESS DATA

RECOVERY POINT OBJECTIVE

BUSINESS TIME

Production Server

Onsite Backup Appliance

Secure SSL Connection

Private Cloud

DELIVERABLES INCLUDED IN OUR FULLY MANAGED ESSENTIAL AGREEMENT

Centralized Services: Meet our Centralized Services team at Straight Edge—your dedicated partners in delivering efficient and flawless IT support. They proactively manage and maintain IT environments, ensuring seamless operations and minimizing downtime. Say goodbye to disruptions and hello to a world of tech excellence with Straight Edge!

Deliverables

  • 24/7/365 Network System Monitoring & Alerting
  • Networking Support
  • Centralized Patch Management & Preventative Maintenance
  • Asset Procurement, Warranty, & Inventory Management
  • 24/7/365 Security Systems Monitoring
  • Managed Onsite & Cloud Backups
  • Enhanced Security Posture
  • Anti-Virus
  • Content Filtering
  • Phishing Simulator, Training & Reporting
  • SPAM Filtering
  • Threat Hunting
  • Next Generation Anti-Virus
    Endpoint Segmentation

Dedicated vCIO

What is a vCIO?!

Get ready to supercharge your organization’s technology strategy! With your assigned vCIO (Virtual Chief Information Officer), you’re in for an exciting journey. They’ll forge strong relationships, dive deep into your operations, objectives, and challenges, and work tirelessly to align your IT with your unique needs. With their guidance, you’ll navigate the ever-evolving tech landscape with confidence, optimize your IT investments, and position your organization for growth and success. Welcome to a new era of strategic IT excellence!

Deliverables:

 

  • Technology Strategy Planning
  • Strategic Business Reviews (SBRs)
  • Solution Design
  • Technology Roadmap

Service Desk Support

Introducing the Straight Edge Service Desk Support Team—your dynamic, all-Texas crew! Our local experts bring the Lone Star spirit to IT support. It all starts with our Service Coordinators who handle service requests and coordinate with a flair for urgency and impact. Armed with authority to escalate when needed, they fine-tune ticket management for top-notch efficiency and satisfaction. And our seasoned technicians? They’re lightning-fast problem solvers and a pleasure to work with!

Deliverables:

  • Guaranteed Response Time
  • 24/7/365 Helpdesk Support
  • Onsite Visits
  • Customer Portal and Ticketing
  • Remote Support
  • Vendor Management

Business Continuation & Disaster Recovery

Exciting news! Our support plans are tailored to your organization’s exact needs, with data Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) agreed upon by your team. Plus, we’ve got your back with backup and redundancy for seamless business continuity. And rest assured, regular testing ensures we can restore systems and data within those RTOs, while backup schedules align with RPOs to keep your data loss to a minimum. Your data is in good hands!“

Deliverables:

 

  • Backup Schedules
  • Defined RTO and RPO Objectives
  • Emergency Response Plan
  • Business Recovery
  • Regular Testing

HOW THE FEES WORK

Say goodbye to budgeting surprises and invoice headaches! At Straight Edge, we’re all about simplifying your life. Our pricing is refreshingly straightforward, with just four clear categories of line items. And the best part? All our managed services come in one flat monthly fee! That means you can finally plan, forecast, and align your IT budget seamlessly with your business goals!

One-Time Fee

White Glove Onboarding: Our onboarding fee, equivalent to the first month’s pricing, reflects our white-glove approach and ensures that the dedicated hours and attention we invest align seamlessly with your onboarding project’s requirements.

This is charged upfront and must be paid before work begins.

Monthly Recurring Fees

Managed Services Flat Fee: Straight Edge Technology’s flat rate monthly cost for managed services is billed monthly at the beginning of the
month. Credit card, e-check or ACH payment is required.

 

Microsoft Licenses Subscriptions: At Straight Edge Technology, we streamline Microsoft licensing. This is billed as a separate line item.
While the cost is determined during onboarding, our meticulous approach ensures transparent, right-sized subscriptions. Our commitment
to value starts with onboarding, where we’ll optimize licensing to dial-in costs with no surprises.

 

Backup Storage: We verify data usage and storage capacity during onboarding to determine accurate pricing as a separate line item for our
managed clients. Our experts optimize your strategy and provide transparent pricing during onboarding—no hidden fees, just tailored
solutions from day one

AGREEMENT TERMS

Brace yourself for a year of IT excellence like no other! Our agreement term is a streamlined 12-month journey filled with top-tier support and tailored solutions. When you choose us, you’re not just signing a contract; you’re embarking on a transformative adventure toward seamless operations, enhanced security, and IT that syncs perfectly with your goals. And while these 12 months may fly by, we’re here to build enduring partnerships that last far beyond, ensuring your success for the long term.

CHOOSING THE RIGHT IT PARTNER

We trust that the time and insights we’ve shared with you have been valuable. Choosing the right IT partner can be transformative. The partnership should transcend technology; it’s about finding a dynamic ally who not only understands your unique needs but also fuels your organization’s growth and success. At Straight Edge Technology, we embody that partnership—driven by passion, agility, and an unwavering commitment to excellence. DO not choose another “IT provider” who offers faceless remote support only or only talks to you when something breaks. Choose wisely, choose Straight Edge Technology!”