Leading the Way with Statewide Technology Solutions

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In the fast-paced world of technology, staying ahead is crucial. Statewide Technology Solutions (STS) is dedicated to providing solutions that meet and exceed your expectations. Our team of specialists works tirelessly to stay updated with the latest trends and technologies, ensuring that your business remains competitive. We provide a full suite of services, from IT consulting to managed services, designed to streamline your operations. Let us help you harness the power of technology to achieve your business goals.

“On-Request" Support Services

The main goal of the STS team is to introduce innovative technology solutions to our customers. We provide comprehensive solutions tailored to our customers' needs. This includes on-site field installations, solutions for new technologies, and the necessary services to support our clients' objectives. We also ensure ongoing maintenance service and support to meet their requirements effectively. Utilizing proficiency and proven results, we deliver comprehensive turnkey services and solutions. This empowers our clients to concentrate on their core business priorities, assured that STS manages their technology needs and on-site services seamlessly with our “On-Request” Service Offering. 

On-site and Remote - Day 2 Service Support Options

“On-Request” Incident Management (Help Desk Support-Break Fix and IMAC) STS clients will receive a dedicated toll-free number and gain access to our Service Support Center through a quick email or call. This centralized hub will serve as the primary point of contact for customers to report service issues or seek support upon request. The Support Center is manned by representatives who grasp the urgency and significance of our clients' requirements. 

Within the Support Center, comprehensive profiles for each of our client's location(s) are upheld within our ticket tracking system and the site-assigned shared drive folder. Every request is allocated a unique case number to facilitate tracking from initiation to resolution. The Support Center representative swiftly assesses the request and mobilizes the relevant technical resources for resolution. Our Service Support Center remains committed until the client/customer's satisfaction is achieved and the request is resolved.

For clients opting for our "Managed Service" offering, our monitoring service proactively alerts the Support Center about any pending issues. It initiates the repair process preemptively, sparing the client any action. Service Level Agreements (SLAs) are available and can be paired with equipment warranty and parts replacement, as covered by the service agreement if applicable. 

“On-Request” Service Levels include: 

1. Option 1: “Escalated” Maintenance Dispatch (same day, 6 hours to 1 day on-site) 
2. Option 2: “Enhanced” Maintenance Dispatch (1 to 2 business days on-site) 
3. Option 3: “Standard” Maintenance Dispatch (3 to 5 business days on-site) 

Escalation Management 

STS boasts a robust team comprising trained engineers, technicians, and support personnel, fortified by the assistance of our remote engineers. We benefit from unparalleled support rendered by our Service Center Engineers and NOC. STS will execute its Service Escalation Plan as required by the client to address the request swiftly. This plan comprises a set of timeline-driven responses and resolution measures that engage Service Center Management, Service Operations, and Technical Support 

Teams. 

Contract Terms (can also be "pay as you go" and "block service" offerings) 

STS requires a thirty (30) day written or email notice for equipment additions or removal from the site agreement. All Agreements (including Day 2 Support "On-Request" or “Managed Services”) will have durations of 12, 24, or 36-month agreements. The cancellation of a complete agreement will necessitate a full (30) days’ notice, or cancellation fees will occur. 

Help Desk Support 

The Technical Service Support Center (TSC) operates around the clock, 24x7x365. It oversees the reception, dispatch, and resolution of both physical and logical requests linked to the client needs. The TSC upholds comprehensive profiles for each client's locations, facilities, or campuses, work qualifications for every assigned technician, and individual ticket numbers for tracking each request. 

STS's problem resolution process encompasses request recording, technician dispatch, trouble detection, and resolution. The Technical Support Center internally escalates issues and supervises service restoration efforts if necessary. On-site support for locations is dispatched to field technicians based on assignment, priority, proximity, and expertise level. Emergency response requirements are promptly directed to our nearest assigned technician. 

The Technical Support Center offers various levels of support: 

First Level Support - involves personnel responsible for initial request intake from the customer and resolving issues upon the initial notification of the problem. This level may entail coordination among multiple individuals within a functional area during the initial contact. First Level Support also encompasses (if the client chooses Managed Services): 

▪ Monitoring and handling of received automated alerts (not included in standard maintenance pricing; typically managed via our NOC if contracted and requested). ▪ Following established guidelines to determine whether the situation requires immediate referral. 

▪ Performing problem determination and identifying problem sources based on established analysis procedures. 

▪ Executing bypass, recovery, or resolution procedures, including standard "triage" procedures and protocols. 

▪ Communicating and confirming resolution results with the customer who reported the request. Negotiating severity level designation with the problem reporter based on process standards. 

▪ Adhering to notification, escalation, and reassignment standards to transfer a problem to Second Level Support. Ensuring acknowledgment and receipt of a reassigned problem by Second Level Support. Second Level Support comprises technical personnel tasked with resolving problems reassigned from First Level Support. 

Typically, Second Level Support offers expertise in specific technical areas. 

Second-Level Support also involves: 

▪ Responding to problem reassignments based on established Service Levels. 

▪ Adhering to notification, escalation, and reassignment standards to transfer a problem to another Second Level Support area when necessary. 

▪ Reviewing problem records, knowledge bases, and action histories. 

▪ Analyzing problem causes based on technical expertise areas. 

▪ Conducting recovery and resolution efforts, engaging other functional areas as needed. 

▪ Documenting all resolution activities and outcomes in the problem record to ensure request completeness. 

▪ Following notification and reassignment standards to transfer requests for on-site action as required or requested. 

STS support staff will supply thoroughly skilled and trained personnel to cater to the requested services, ensuring adherence to performance standards outlined in the service level requirements. All technical support staff and customer service representatives will undergo training to exhibit proficiency in the supported systems to which they are assigned. 

ADDITIONAL OPTIONAL SERVICES: 

• Preventive Maintenance Preventive maintenance incurs a fee per event. STS implements a comprehensive preventive maintenance plan, taking a proactive approach to ensure optimal performance of all support equipment. STS maintenance personnel and technicians conduct routine maintenance on the systems to preemptively address potential failures. These preventive maintenance routines adhere to manufacturer-recommended intervals, typically scheduled biannually or quarterly. Upon request, STS conducts visual inspections of UPS batteries as part of routine maintenance. It's important to note that STS does not conduct testing, repair, or replace batteries without a separate scope of work. 
• System Updates & Patches-Firmware STS will supply product updates and non-billable corrections from the manufacturer. However, if the update is billable from the manufacturer, STS will pass on the associated charges to the Partner or their Client/Customer as agreed. 
• System Back Up STS offers quarterly backups for the Customer Communications System upon request. STS will securely store these backups for one year. The backup will be accessible in the event of an emergency or when system backup restoration is necessary for a covered system. Should you prefer STS to manage the restoration process, labor costs will apply. 
• Program Manager STS has established a Program Management and Services Account Management Team structure specifically designed to cater to larger clients. This team reports directly to the Director of Accounts and will be deployed to address clients' service needs. 
• Resident On-Site Technicians STS offers the option of deploying On-Site Resident Technician(s) to carry out maintenance, MAC (moves, adds, change) orders, cabling infrastructure, and project-related tasks tailored to specific client locations. The roles of Resident Technicians may be adjusted to accommodate the client's requirements or preferences. On-site resident Technicians conduct daily system routines aimed at maintaining optimal system performance as agreed to. 
• Transition STS offers the provision of a "Transition Team" tasked with formulating processes concerning service responsibilities and deliverables. Collaborating with the client's transition team, STS will develop a comprehensive transition plan and document the service deliverables to be fulfilled.