Derive Technologies puts Support Services at the forefront of our offerings to small, medium and large enterprises. We give you true peace of mind with accountable support teams and rapid-response coverage, around the clock. Our service plans are broadly flexible to suit your needs and budget.

Whether a power user has lost important data in a corrupt spreadsheet, or your entire e-mail system is malfunctioning, Derive is ready to respond. From break/fix hardware remediation to troubleshooting of complex client/server software issues, Derive’s services team can help to resolve even the most daunting technical problems.

Key Benefits:

• Deployment services: That reduce and even eliminate risk in IT installation and integration.
• Availability services: To help you proactively reduce downtime and meet service-levels in mission critical environments.
• Performance services: Providing objective technical assistance to help you make the most of your IT investments.
• Innovative support management services: Derive Integrated Support to complement your internal capabilities with proven multi-vendor expertise.
• 24x7 or as-needed support options.

 
TECHNICAL TROUBLESHOOTING AND REMEDIATION SERVICES

Derive provides a variety of on-demand technical support services to small, medium and large enterprises. From break/fix hardware remediation to the troubleshooting of complex client/server software issues, our professional teams can help to resolve even the most daunting technical problems.

Key components of our on-demand support offerings include:

• Service Call Center and 24-hour Support Hotline: Derive has a dedicated team of call center professionals that can effectively triage support calls, coordinate troubleshooting efforts and assign appropriate engineering resources to resolve your technical issues. For our Support Service Contract clients we provide a 24-hour support hotline to handle mission-critical network and server support calls.
• Professional Services and Engineering: Derive retains qualified, highly-certified and, in real world terms, proficient engineers, available throughout New York City, New York State and all other parts of the United States, who are knowledgeable in one or more specific technology disciplines. For contract clients, Derive provides a dedicated engineering team, including a technical lead and one or more system engineers with specific expertise in relevant technologies. Contract services can dramatically reduce support costs.

 
TECHNICAL ESCALATION AND COORDINATION

For complex or prolonged technical issues, Derive will assign a single point of contact to your organization. This technical escalation coordinator will coordinate communications to your executives, Derive's management and multiple IT vendors and provide periodic status updates and reports to all of your designated contacts.

 
FLEXIBLE SUPPORT OPTIONS

In addition to billing for personnel on a time-and-materials basis, we offer pre-paid service blocks and customizable technical support contracts. Our professional services team collaborates with you to develop a personalized support contract for your specific business requirements.

Derive's on-demand support contracts comprise a number of options, including:

• Spare parts depot: With hardware spares for servers, printers, network equipment, and more.
• Short term loaner hardware: While you await permanent replacement parts.
• Various onsite and remote response time guarantees: E.g. four-hour, same business day, next business day, weekend/evening/holiday.
• Access to a toll-free 24-hour technical support hotline.