Support for your staff

What is it?

PUMA's service offers unparalleled helpdesk support exclusively from experienced engineers. Unlike standard IT support, our team is comprised entirely of professionals with deep technical expertise, ensuring that your staff receives the highest quality of assistance when they are in need.

Why it's important?

Having the right team can make all the difference when your staff reach out for support. So many times in MSPs, the root cause of problems require specialized knowledge and experience to resolve issues the first time and for the last time. Our engineering-only support team understands the intricacies providing superior support that minimizes downtime and improving productivity. This ensures that your staff gets the precise help they need, when they need it, and without all the back and forth in between. This is the PUMA way!

How it works:

Upon partnering with PUMA, we provide you a 90-120 day onboarding experience that assesses all your people and their tech, analyze how it's configured, and where we can improve the experience when using it. Including a complete swoop of bringing everyone up to the new PUMA IT standard – Assessing security, performance, reliability, app updates, routine maintenance needs, and beyond. We learn where technology has been misconfigured, teach staff how to be more effective with it, and empower staff to take advantage of technical resources they might never knew were available in the past.

Through our onboarding experience, we conduct a company-wide survey that helps our team learn what issues occurred in the past, current problems, and then hyper-focus on removing those issues from ever happening again. We introduce all the ways staff can reach us which includes teams chat, email, ticket, web portal, over a phone call, a remote session via our agent tools, or an on-site visit. Over time, we measure customer experience by using service satisfaction surveys for every support engagement. We use this to benchmark our performance and customer experience acceptance on a regular basis while making it available to our clients to see where we’re keeping track of the score.