Comprehensive IT SupporT

Blue Rock Networks, LLC  offers two primary Support Packages, BRN-TotalCare and BRN-Essentials.  Each is designed to help put your organization’s support needs into the hands of support professionals, so you can focus on your business. Our goal is to provide each of our customers with outstanding comprehensive IT Service at a fixed monthly cost. All of our packages include access to the BRN Ticketing System, Telephone Support, and access to our technical support staff!

If you have any questions, please never hesitate to contact us! We would love to hear from you.

BRN-Essentials:

For organizations that are not quite ready to move into a more comprehensive MSA agreement. BRN-Essentials can help to keep your staff’s support tickets tracked and on the proactive side. With access to our support ticketing system and our support hotline, end-users can contact our engineers directly so they can get the help they need. BRN-Essentials provide a time bank with a minimum of 8 hours which renews every month. Rather than living with an inefficient and frustrating break-fix support relationship, we believe that using a renewal system like this encourages organizations to utilize support services. It also allows our engineers to remain proactive within the environment, so we can help avoid disruptions or outages. With the optional System Monitoring agent and Antivirus add-on, BRN Engineers will have the chance to catch potential issues before they become disruptive, by maintaining a live-view of the system’s resources. BRN-Essentials subscribers enjoy a 5% rate reduction on all BRN Engineering onsite visits and project work.

BRN-Standard:

For organizations who wish to remove their staff’s support from the hands of internal resources completely, we believe the BRN-Standard Support Package is the right solution. With unlimited telephone support, guaranteed 1-hour response times during office hours, direct-connect remote support, system health monitoring, included on-boarding/off-boarding, VIP 24/7 Support, and up to 4 hours Emergency Dispatch Service. BRN-Standard can cover all of your staff’s support needs under one umbrella, at a fixed monthly rate so that you can focus on your business! With BRN-Standard, our system monitoring agent is installed on each system, so that BRN Engineers can maintain a real-time view of every online system and react before problems arise. BRN engineers can monitor the system’s health including disk space, CPU load, and memory allocation, patch levels, and active processes, and receive alerts if the configured thresholds are triggered. These notifications allow our engineers to remain in front of looming technical issues. Our goal is to recognize and resolve potential issues before your end-users experience any threat to productivity. When support is needed our engineers can open an attended remote session to the end-user, so that technical issues can be addressed quickly and efficiently, without frustrating wait times. With the included Anti-Virus solution, systems remain protected against viruses, malware, and a host of other potential threats. All BRN-Standard subscribers enjoy a 10% reduction in all BRN Engineering onsite visits and project work.

BRN-Premium:

For the organization that requires unlimited 24/7 access to support services, including a dedicated personal support number and of course all of the benefits of our BRN-Standard Package, BRN-Premium is the choice. Combined with 6 hours of Emergency onsite dispatch and up to 5 onboard/offboard procedures for end-users per week, BRN-Premium packs a serious punch for companies who need the ultimate in Help Desk support services. All BRN-Premium subscribers enjoy a 10% reduction in all BRN Engineering onsite visits and project work.