IT SupportTEAM Plan Core Services

From hardware to enterprise software – we help you to modernize your legacy system or fulfill an entire systems upgrade.

Our comprehensive set of managed IT services are designed to ensure optimal and secure operation of computer networks, servers, desktops, laptops, tablets, and smartphones.
We’ll develop a personalized, clear, and up front support agreement for your business that covers the full range of technical support, repair, installation, and consulting services that fits the needs of your company and your staff.

Our IT SupportTEAM Plan Core Services include Network Monitoring, Network and Internet Security, Remote Support, On-Site Technical Support and Problem Resolution, Documentation and Asset Management, Repair Services, and more!

1. Network and Internet Security

Every business is connected to the Internet and performs business on the Internet in one fashion or another. And at no time in history have the challenges in network and Internet security been greater or the consequences of failure more grave. Spyware, malware, viruses, phishing schemes, identity theft, social networking, security patch management…the list of challenges goes on and on and requires constant and vigilant monitoring of your security vitals. We meet those challenges through expert installation and management of your Internet firewall and maintaining a broad security plan to keep your network and data safe and secure.

2. Network Monitoring Services

Proactive monitoring of your critical network equipment, servers and all PCs to make sure potentially damaging problems are not lurking just beneath the surface. The monitoring service is accomplished by remote access via software licensed and maintained by Coastal PC Support. Monitoring services cover servers, backups/disaster recovery, network security, virus/security outbreak, management of software updates and security patches, along with any other key PCs or equipment. The monitoring software provides up-to-the-minute “heartbeat” status of your network.

3. Disaster Recovery Implementation and Management

Disaster recovery planning, implementation and management is the most vital service for network file servers or other highly critical equipment. This service includes creation and maintenance of disaster recovery backups that can be restored without first re-installing the network operating system, greatly reducing the potential downtime. These backups are also created and maintained in such a way as to allow recovery to different computer hardware, in the event of a catastrophic hardware failure. We recommend and can implement a best practice combination of local disaster recovery backups stored on disk or removable cartridge and a secure cloud automated “hands-free” backup. Also includes on-site completion of the recovery process in the event of a down server or other disaster, 24/7.

4. Remote Support

We securely support your PCs and servers remotely regardless of where they’re located, as long as they can connect to the Internet.  We utilize Kaseya’s VSA and SOS Splashtop, both leading solutions for secure remote support, troubleshooting, and monitoring. Remote support is more efficient than either telephone support or on-site support and is typically available in real-time at the moment the problem is occurring. No scheduling or waiting for a tech to arrive onsite. It also relieves your users from the responsibility of interpreting and translating what they see on their system over the phone and the user can actually easily demonstrate the problem they’re having.

5. Telephone Support

Comprehensive Help Desk telephone support service for your staff, covering the servers, PCs, remote users and remote branches. This includes support for your hardware, Windows and for all common Microsoft software applications like Office.  Additionally, support is provided to key third party technology vendors and software suppliers. And this support is provided by people who will know you and your staff by name. No out-sourcing or attempts to pass you off to the manufacturer.

6. On-Site Technical Support & Problem Resolution

All critical software and operational problems that cannot be resolved via remote support or telephone support would be resolved at your place of business on or before the Next Business Day. This service is geared towards the support of your software products and general operation of your network. Actual hardware repair services are detailed below under On-Site Hardware Repair Service. Note: Servers and key equipment that is necessary to the overall operation of the network is supported 24/7 by any means required.

7. On-Site Hardware Repair Service

Included as part of the base plan with all hardware that is still under the manufacturer’s parts warranty. If Coastal PC Support is warranty service authorized for the product, then we make the repair. If Coastal PC Support is not warranty service authorized for the product, then our primary role becomes support coordinator working with the manufacturer to obtain the necessary repairs. For example, if a Dell PC – still under Dell’s parts warranty – needs a hard drive replacement, Coastal PC Support would coordinate the repair with Dell (acting on the customer’s behalf) and then install the required part once it arrives from Dell. Crashed servers or other highly critical equipment would be responded to on-site within 4 hours, 24/7.

8. Documentation and Asset Management

A comprehensive site survey that provides documentation of your products and how they are configured. Also includes a schematic/diagram detailing the layout of the network and location of equipment.

9. Information Technology Consulting

Keeping your decision-makers well informed to ensure that your technology investments are wise ones.  We play the role of an actual information technology department assisting the business owners or department managers with their information technology decisions, particularly in the area of strategic planning and product selection.  This service includes our availability to perform in-depth consulting and analysis of your IT needs.

10. Installation and Setup Services

Setup and installation of your hardware and software purchases is provided as part of your standard managed services contract. No additional fees for installation and setup services on your purchases, whether those purchases are made from Coastal PC Support or not.

Additional Services

We’ll work with you – depending on what your business or organization needs the most to help you operate efficiently.

Network Assessment

For businesses unhappy with their current services provider, a network assessment provides a thorough and frank review of the state of your network including servers, Internet firewall/security, backups, PCs and other key equipment.

Securely Work from Home

A wide range of secure remote “work from home” options exist. We install and support Microsoft’s Remote Desktop Connection feature, Virtual Private Networks (VPN), GoTo (formerly LogMeIn), SOS Splashtop, and Windows Terminal Servers.

Hardware Purchases

Coastal PC Support sells the Hewlett Packard business line of servers, desktops, laptops, and printers. We also sell select Dell business products. If your business is in the market for new hardware, we’d like to offer an itemized proposal including the option to install the hardware and migrate existing data and software where needed.

Software Licenses

Coastal PC Support is part of the Microsoft Partner network and we offer a complete line of Microsoft’s business software including all versions of Windows Server and Windows Professional operating systems, and Microsoft Office (Outlook, Word, Excel, PowerPoint, Access, Publisher, and OneNote). These options include Microsoft’s Office 365 cloud products and subscriptions. We also sell, implement and support the industry’s leading antivirus/endpoint security product in SentinelOne as well as Zero Trust security leader ThreatLocker.

Break/Fix Repair

We provide warranty repair for Hewlett Packard’s business line of servers, desktops, and laptops. Out-of-warranty repair is provided for virtually all Windows-based PCs and most peripherals.
Data Recovery for PCs with Failed Windows Installations or Crashed Hard Drives or data that was simply deleted accidentally.

Windows Upgrades

We do upgrades and migrations for all Windows Server and Desktop Professional operating systems.

New PC Installations and Migrations

We can perform installation and setup services for new PCs and move/migrate your old data where needed.

PC Disposal or Data Wiping

Getting rid of an old PC isn’t always a simple matter of taking it to the dump. Your old data, and oftentimes sensitive personal information, is easily retrievable from the hard drive by a skilled person looking to steal your identity or financial info, even if you’ve deleted files and reformatted the hard drive. Permanent file deletion requires a professional-grade wipe of the data. Or in some cases, you might want your old PC safely wiped and returned to the original factory setup so you can donate it to someone in need. We perform these services in a secure manner and can even recycle your old equipment.