Managed Services

Primary Objective of the EverWorx R&M Program

• Uptime through Co-Managed Maintenance

Advantages of the EverWorX R&MProgram

• Gain sharing price approach
• Call reducction strategy
• Uptime guaranteed through rigiid SLA
• Vendor carrier and technology neutral
• Value transferred through process management
• Full service covers entire item lifecycle in house
• Iddediate response 7x24x365
• Real-Time web portal and integration (as needed)
• Event-driven and item-centric approach to uptime
• Modular

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On-Site Break-Fix Services

The On-Site Break-Fix Services activity can be specifically designed to troubleshoot, repair or replace any hardware, software, network infrastructure or a combination of components within a pre-determined network "service boundary" in order to provide a fixed-cost, rapid-response, comprehensive field support mechanism. This program is a fixed cost or "retained" version of the popular NetMedX service and like NetMedX, provides coverage throughout North America with various levels of on-site arrival time options for each of various skill levels of field personnel. A customized service level can provide on-site arrival with parts in as few as two hours from notification.

Help Desk Services (Tier 2)

Many companies have an IT staff that can provide “front-line” support for all network problems. When this is not the case or if there are other more essential tasks that the IT staff performs, Contingent provides a support “back-stop” that can handle all of your remote troubleshooting and problem management or simply augment the team that is in place today. These services are provided by Contingent’s Customer Care Center, are available on a 7x24 basis in multiple languages. Often Clients deploy custom or proprietary solutions that have no other form of help desk-type support available. Contingent is prepared to learn, document and support these unique platforms in an effort to supplement and/or streamline the Client's IT support organization.

Network Monitoring Services

Contingent's Network Operations Center can monitor, report, and respond to network crises when they arise. These functions are accomplished through the use of various industry standard management programs including HP Openview, Aprisma and Ciscoworks. Our professional team of certified Network Management engineers will ensure that your network receives the mission-critical attention that it deserves. Contingent monitors networks through the use of ICMP “ping” or SNMP polling. SNMP packets are sent out requesting specific information from a device and the network device provides the data to build your network map. Once the packets are received back, Contingent begins to monitor the nodes on your network. Our tools continue sending packets to the nodes and listen for responses at designated intervals. These packets can be tailored to meet the your network needs and bandwidth limitations. With multi-vendor support, all network nodes can be discovered, managed and optimized with bandwidth utilization monitoring tools.

Warranty Optimization

Contingent has created a custom maintenance program that can uniquely optimize maintenance of all components in a network. This program is especially valuable for our Clients who are very cost conscious when it comes to pricey manufacturers' warranties and who would like to extend maintenance coverage to components and infrastructure that is otherwise not commercially available. Contingent provides blanket maintenance protection that is flexible enough to carve out elements that already have existing coverage. A smart alternative to just manufacturer’s onsite warranties, this program can cover it all with: Reliable On-Site and Advanced Parts Depot with SLA, RMA Management, sparing in the proper ratio in forward-positioned depot facilities, technical telephone support, embedded manufacturer's maintenance and warranty coverage (Cisco, Avaya, Extreme, Foundry, 3Com, Enterasys, APC, Liebert, Molex, Leviton and more) and, of course, tremendous annual savings.

Asset Tracking and Management

Contingent's Supportability Review Program, designed to prepare you for any contingency, generates a comprehensive plan for the support of your existing and/or new network. We document each device by serial or tracking numbers and by location, then classify each by criticality and value in order to prioritize for rapid response. Contingent then establishes a maintainability assessment that includes manufacturer's support policies, warranty status, spare parts assessment, etc. These inputs are the determining factors for creating a Supportability Plan that includes recommendations on sparing ratios, stocking locations, returned goods management, repairs, and more.

Depot and Warehouse Services

Contingent can provide depot coverage throughout the United States in environmentally controlled locations plus provides centrally-located warehouse, staging and configuration services in its Cincinnati, Ohio headquarters facilities. Space is available by the cubic foot, monthly or annually. Contingent also provides bonded courier services to ensure accountability and delivery of depot parts in as little as two hours. Field personnel dispatched in conjunction with courier will arrange for return of defective device to Contingent where warranty return and replenishment is managed by our logistics team.

Bench Repair

Contingent's engineering staff has a limited range of bench repair expertise that can be applied to make simple to moderately complicated repairs on equipment that goes on "deadline" and is returned from the field. Minor repairs like replacement of modular PC or device components (hard drives, WAN modules, memory, re-imaging software, etc) are routine for the Contingent team and can be conducted as part of a comprehensive infrastructure support program or for isolated instances. This service is especially useful for equipment that may be outside of the manufacturer's warranty or if the manufacturer's turnaround is extended. Contingent can procure refurbished or new component parts or end items to speed the repair process. Extending and maximizing the life of your IT assets can be an ideal way to defer the cost of future upgrades and provide for improved business continuity.