Compuquip

A day in the life of a Compuquip support team member usually starts off calm and relaxed. This lasts for about the thirty seconds it takes for me to sit down and log in to my computer. After this, I usually log in to our interactive phone client, which allows us to answer incoming help desk calls as well as transfer calls amongst the engineers.   If I’m lucky, I won’t get bombarded with calls right away, giving me time to look into our ConnectWise  ticketing system.

ConnectWise is a ticketing tool we use to keep track of all open service requests, client information, as well as updates from other engineers. I usually check for updates from clients through this system first in order to ensure they are kept up to speed at all times on open service requests. These service requests touch on a wide array of issues that may require either onsite support or remote support through our Kaseya software.

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As mentioned on my last blog, performing a daily backup check is very important. But, what good is a backup if you can’t rely on it? At Compuquip we believe in acting proactively by performing backup test restores for all of our clients on a quarterly basis. Having a very proactive backup plan has enabled us to test the restoration procedure and to test as many scenarios as possible to ensure that when we do face a disaster, we can quickly recover the data.

Web-Based Centralized Console – We also have the capability to manage our backups through a secure and centralized web interface. This is a very useful tool that I access daily and allows me to configure, monitor and manage the backup and restore requests for our CCSP (Cloud Connected Service Provider) clients. Read more »

In order to deliver many of the services we as a company provide we heavily rely on our remote management tool Kaseya. By installing a simple agent on our client’s workstations and servers we are able to remotely monitor for errors, threats and gain approved remote access when necessary. Although this is great for both parties, we always get asked one basic and important question – How secure is our connection through Kaseya to our clients? Well, I’ll try my best to explain it without going into the whole confusing techie talk (sounds like gibberish anyway).

The tool, which is developed by Kaseya, was designed with comprehensive security throughout the product. With over 50 years of experience designing secure systems for governments and commercial applications, Kaseya has applied this experience to provide a highly secure system.

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Last Friday we brought the entire team together for lunch at the office to celebrate some great recent successes.

We surprised everyone by bringing in Crepe Maker to serve us delicious and fresh crepes all afternoon.

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Seems like a natural question, and its one of the most frequently asked questions when we bring on a new client and sometimes from existing clients too…

At Compuquip we try to limit the hurdles to getting help.  Our top focus is on delivering a great client experience and we’ve found that forcing our clients to “jump through hoops” for support is not how we achieve it.  We have 3 main methods of contacting support detailed out below:

Option 1: EMAIL
The preferred method is to send an email to support@compuquip.com with your name, a call back number, and a detailed overview of the issue.  This will automatically open up a Service Request # and a Compuquip Service Desk representative can begin working on it right away.
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