All the specialized software in the world will not help win any cases if the computers don't work, or the network fails, or the internet is down, or the printers won't print. The general support department is responsible for the planning, implementation, routine maintenance and on call support of all the technology in our client's world.
We participate in developing the plan for equipment refreshes, we assist in setting out budgets for technology deployment, we propose and implement software upgrades and patches.We develop disaster recovery plans and we ensure backups get made and test them to ensure they will work if needed.
We ensure the systems are protected from viruses, 'mal-ware', 'spy-ware' and whatever other '-ware' the internet can throw at them. We monitor servers and internet connections so that if something goes wrong we find out about it before you do so that your workflow can continue uninterrupted.
For our clients their home office, their cottage and often the courtroom and examination room are merely extensions of their office. They need secure access to their information in all of these places. We ensure what they need is available wherever they are. We support remote access systems, all types of Blackberries, iPhones and alike, external web services, synchronization of calendars, contacts, to do items and matters everywhere on everything.
It's a big job. It's mission critical.
We do it with systems and processes that are proven resilient and reliable.
We do it with dedicated, determined and experienced people.
We do it with highly available team work.
ellwood Total Support Client Care process
Our clients are lawyers. They are busy, pressed for time, juggling competing demands from clients and other counsel. They work in the evenings, on the very early morning, weekends and often on holidays. If they are working then we have to be ready to provide support quickly and effectively.
Our clients don't call a stranger, unfamiliar with their system. Every client firm is assigned a primary support manager, a senior technician who is personally responsible for the smooth functioning of the technology in the client's firm, their home and everywhere else. The primary support manager knows everyone at the firm, and everyone at the firm knows them. The primary support manager meets regularly with the firm's administration to lay out the technology strategy for the firm, to work on budgeting, to deal with weak spots and frustrations, to plan ahead.
The primary support manager alone cannot be always on, always available, always ready to help. No one can.
ellwood has developed bullet proof protocols to ensure that the client is always 'covered' by someone completely familiar with the firm. We don't assign as single support manager, we assign two. The primary support manager has a tag team partner working with them, another technical specialist, just as familiar with the firm and its operations as the primary support manager.
Together this team is able to be always available, always on coverage. One of these two dedicated specialists will always be available to provide leadership and support.Add to this support tag team the 'ellwood Total Support Process' the 6am to 8pm 365 days per year manned Support Centre with direct access to the dedicated support managers and you have complete coverage.Whenever you are working we are ready to response quickly and knowledgeably.
ellwood Total Support Process
We have a staffed support desk open from 6am to 8pm Eastern Standard Time 7 days a week including holidays, 365 days a year.
You access our support by calling 416-410-8191 extension 1 and you will get a voice mail service that we constantly monitor.
You can also chose to email us at firstname.lastname@example.org and describe your situation.
No matter how you reach us we promise that we will respond to you within 30 minutes of your call or email. We are standing by to help you.
ellwood Security Blanket
Our clients want to control costs and be able to work within set budgets for IT expenses. We exist in an environment of mutual trust with our clients, and therefore we are willing to provide a list of services at a fixed monthly fee.
There will be a few months when we are under compensated, there will be a few months when we will be over compensated. Even so, our goal is to provide our clients with a reliable, innovative and consistent technology environment at a manageable price. We are targeting services that we know will be provided on a regular basis, that are required for the healthy continuance of the client's equipment.
Proactive Support - A stitch in time saves nine...
In technology, often the biggest costs are the ones imposed on the firm by idled staff, the dreaded downtime. If the operation needs technology to make its money, better that the smooth operation of that technology is sustained. Breakdowns and problems cost far more in lost productivity than the cost of ensuring a smooth running operation through preventative maintenance and proactive support.
The ellwood Security Blanket is DESIGNED to provide that proactive support. We want to MINIMIZE your REAL costs, not just your tech budget.