Frequently Asked Questions
Got questions about the Confidence Plus Managed IT Services Plan? We have answers! If your question isn't answered here, please feel free to contact us!
Who should I contact if I need assistance?
We can be reached 24 hours a day, 7 days a week. Confidence Plus customers may call the Service Desk Hotline at 410-720-1220. All other customers may call 410-720-3300 or toll free 800-679-4377.
Email requests can be submitted to firstname.lastname@example.org. If you email a request after normal business hours, the service ticket will enter into our ticketing system for the next business day.
Once onboarded, we provide very clear escalation and points of contact for your organization. We are accessible and we are a 24x7 organization. For fastest response, we always recommend calling our Service Desk Hotline for immediate assistance 24x7x365.
What is the best way to submit a service request?
If immediate assistance is needed, please call the Service Desk at 410-720-1220. Be sure to communicate the severity of the request so that we assign proper escalation to your service request. An email can also be sent to email@example.com. This procedure creates a service ticket, which is then assigned to a technician to complete.
What are your support hours/overall structure on weekdays and weekends?
DPS is a 24x7 organization with extended office hours of 6:00am to 10:00pm, Monday through Friday. On weekends and after-hours, the DPS service team is available anytime day or night. DPS understands that our primary mission is that of a service business and as such we much be readily available to our clients on a 24x7 basis. NOTE: More details can be found in the attached “Sample Master Service Agreement” and this can be customized to your needs.
Do you serve clients with 24x7 requirements?
Yes, many of our clients have this requirement. We are a 24x7 organization.
How does DP Solutions log tickets?
When you send an email to firstname.lastname@example.org, a service ticket is generated and placed in the ticketing queue for resolution. When you phone us at 410-720-1220 (Confidence Plus customers), our Service Desk staff will manually enter a ticket to assign and track your problem through to resolution.
If you experience an after-hours emergency, call 410-720-1220 and follow the prompts to speak with a live representative who will dispatch assistance to you.
How quickly can I expect a response from DP Solutions?
During normal Service Desk hours (6:00 AM – 10:00 PM EST, Monday – Friday, excluding holidays), you will be contacted by a DP Solutions team member within 30 minutes in emergency high-priority support situations; within 4 hours for mid-priority support, or within 24 hours for low-priority support.
What’s the difference between a high priority emergency and a mid and low support priority?
- High Priority: Network is down; workstation(s) or server(s) are inactive causing significant functions of the system to not work properly, and/or a considerable number of users are unable to access or use services which conduct normal business function. Additionally, considerable downtime to your business may result if the problem is not promptly remedied. In short, a high priority emergency is one that creates a major impact to your business.
- Mid-Level Priority: Functionality of the network, workstation or server is impaired or some users are unable to access or use features. There is some impact to your business.
- Low-Level Priority: The problem has low impact to users of the network, workstation or server. It can be fixed the next business day without greatly impacting your business.
Can I track the status of my ticket online?
You can track the status of your requests by logging in to the Customer Support Portal. If you do not have a user ID and password to access the Service Desk, please submit a service request and one will be provided.
What is your escalation and account management process?
At any time that escalation is needed, our entire company, including our senior management team, are available 24x7 to help address any issue when required. Our escalation procedures are well documented and the priority is kept on providing the fastest response and issue resolution possible and without internal bottlenecks.
Is there a charge to use the Service Desk?
The services of the Service Desk Hotline are included in the monthly service fee if you are a Confidence Plus client and/or your computer is covered under your company’s service contract with DP Solutions. Non Confidence Plus customers can use the Service desk on a time and material basis.
When I call or email the Service Desk, what information do I need to provide a DP Solutions staff member before they can assist me?
When calling our Service Desk, please provide us with your name, company, location, a telephone number where you can be reached and a short description of the problem. If the issue is business critical, please explain severity of situation so that proper escalation can occur.
What is your onboarding/implementation process and approach.
We believe that the two most important things that we do in our business are onboarding of our new clients and Quarterly Business Review (QBR) meetings on an ongoing basis. A smooth and efficient onboarding is critical to our success, and this sets the tone for consistent quarterly executive level strategic reviews. Learn more about this process here.
What type of training do you offer either during onboarding or ongoing?
We offer end user training to ensure your staff know how to best work with DPS as-well-as weekly security tips, monthly webinars on relevant IT related topics and more. In addition, DPS offers phishing training, end user security awareness training, and other customized training services for end users on either a project basis as needed, or as part of a Managed IT Service Plan. DPS will work with your organization to address any training needs for your organization.
Do you conduct Quarterly Business Reviews (QBRs) and what is the nature of those meetings?
As mentioned above, QBRs are one of the two most important events in our business as a company. These meetings are performed by your dedicated account management team and are designed to be strategic in nature to ensure our services and your technology are always aligned with the needs and goals of the organization. The QBR meetings recap the past quarter and set the agenda and action items for the next quarter as well as annually.
How do you typically work with IT Management at clients who have internal IT staff?
We have many Clients with internal IT staff and have found it to be beneficial for both sides. DPS understands the key to successful engagements with internal IT management is communication. We will work with the internal IT management to understand our role and to create clear Standard Operating Procedures (SOPs) to ensure that we (both DPS and internal IT staff) know when, where and how best to engage with each other.
Where is/are your support center(s) located?
All support services are provided by our dedicated and professional staff located in our 18,000 square foot NOC (Network Operations Center) facility and offices that are ideally situated in Columbia, Maryland.
Do you follow ITIL or other philosophical processes aligned with industry standard practices?
Yes, DPS strives to use ITIL-based philosophy and a “best practices” approach to technology services, systems management and the delivery of IT services to Clients.
How do you notify users of maintenance windows or system outages?
As part of our onboarding process and throughout your relationship with DPS, we ensure that we have a clear contacts and escalation document maintained for your organization. Maintenance windows are always clearly defined and communicated and coordinated with our clients and any system and/or service outages are always clearly communicated with our clients so as to ensure the best service experience possible at all times.
Do you support third party vendors and business systems?
DPS provides a single-source and point of contact for resolution of IT-related issues. DPS offers vendor management assistance whenever necessary and DPS will work with your third party vendors to ensure the smooth and efficient resolution to any service and support required on these systems. DPS includes working with all of your organization’s IT vendors for troubleshooting and management oversight of any issues that may arise. NOTE: DPS has tremendous experience helping clients, as well as troubleshooting and assisting with the support of phone, camera, video systems and more.
How often do you conduct DR testing?
DPS offers DR testing of servers, data and business systems on any frequency that your organization may require. DPS will work with your organization to create a DR testing schedule and scope that makes sense for your organization. Generally, DPS recommends that at least a limited DR test be performed at least annually or bi-annually at a minimum. Certain organizations require more frequent DR testing and DPS will work with your organization to create an SOW/SOP for DR testing.
Do you hold or offer to your client’s general liability or cybersecurity insurance?
Yes, we do hold liability and cybersecurity insurance, and DPS has partners that we can recommend for cybersecurity insurance. We host events and seminars on these topics as well.