IT Support Services
Remote help desk, managed systems, workstations, servers and support agreements tailored to you
Support that starts with your business
No two businesses need exactly the same IT support. Automated Results begins by listening to your current challenges, understanding your systems and working with the people who already know your environment. We recommend practical support and maintenance, then define responsibilities and coverage in an agreement that fits.
Our services can complement your own IT team or provide managed support where you need it.
A working relationship that adapts to you
Our goal is to help your technology serve your business, not create unnecessary work or expense. We use monitoring, maintenance and practical recommendations to help address issues before they disrupt operations. We also recognize that a small repair, a planned upgrade and a major project should not all be handled the same way.
We define support agreements around the systems, coverage hours, response expectations and on-site visits each customer needs. Standard service hours are 8:00 a.m. to 5:00 p.m. Eastern Time; extended coverage, including holidays, can be arranged when needed. New managed IT clients begin with a separately scoped fixed-price onboarding project; recurring managed support charges begin when that project is completed. Larger network upgrades, full computer refreshes and office relocations are typically quoted as fixed-price projects. Work that cannot reasonably be scoped in advance can be provided on a time-and-materials basis. Customer-requested after-hours emergency work may cost extra, while work AR schedules outside normal hours does not incur an after-hours surcharge.
Your IT team, with the help you need
If you already have people managing IT, we can work alongside them rather than replace them. Your team keeps the responsibilities it wants to own, and we provide supplemental help-desk capacity, infrastructure expertise, cybersecurity assistance or project support where useful. The division of responsibility is defined together and can change as your business grows. You can also explore our managed cybersecurity services and backup and disaster recovery options as your needs evolve.
How our support works
- 1. MonitorRMM visibility into covered workstations and servers; additional infrastructure monitoring as agreed
- 2. RespondRoutine remote help desk; on-site and major-incident support as defined in your package
- 3. MaintainOperating system and supported third-party application patch management
- 4. PlanManaged asset and software inventories, reviews and technology recommendations
Remote help desk and managed system visibility
When it comes to your computers and network, you just want them to work. Automated Results provides remote technical assistance and management services tailored to each customer’s needs. Our RMM tools inventory covered workstations and servers and help maintain operating system and supported third-party application updates. The extent of alert review, active investigation and response depends on the selected package and agreed scope; Essentials focuses on baseline maintenance and routine remote help desk rather than response-SLA-based proactive incident management. Coverage hours, on-site assistance, after-hours response and included services are defined by the agreement. Project work and services outside the contracted scope are provided under separately agreed project or time-and-materials arrangements.
Depending on your agreement, remote support can include:
- Scheduled maintenance checks to find problems before they cause downtime
- Remote diagnosis and resolution of user, system and application issues
- RMM health information from covered workstations and servers; additional network monitoring as agreed
- Endpoint protection, with additional security event and backup monitoring according to the agreement
- Documentation, reviews and planning to help chart a course for the future
Desktop and workstation support
We support the Windows, Apple macOS and Linux systems that customers already use, including mixed-platform environments. Standard remote help-desk service addresses routine problems within the selected package, while larger repairs, replacements and projects are separately evaluated. RMM automation and application patching capabilities vary by operating system and supported software.
- Standard remote help-desk assistance within the agreed scope
- Hardware and installed software inventory for managed systems
- Operating system and supported third-party application patching
- Endpoint security checks and workstation lifecycle recommendations
On-site support
For Business and Secure customers in our regular on-site service territory—Western North Carolina, Upstate South Carolina, Northern Georgia and Eastern Tennessee—we establish an appropriate schedule of visits and support coverage in the agreement. Emergency system-down on-site visits during contracted support hours are included within the agreed scope. Essentials customers may request separately billed on-site work. Customers outside the regional on-site territory receive remote-only managed IT support, without regularly scheduled on-site visits.
Servers, networks and infrastructure
From a single office server to a multi-site environment, Automated Results supports the infrastructure that keeps business systems connected. We can work with existing systems, recommend improvements and scope larger upgrades as separate projects.
Explore your support options
See our Managed IT Packages for Essentials, Business and Secure starting points; explore Cyber Security and Backup and Disaster Recovery; or return to Business IT Support to learn how we work with customers.
Tell us what IT support you need today. We can work with your existing systems and team, recommend practical next steps and define a service agreement around your needs.