Operational Support

PC and End-User Support

Talon provides PC and End-User support with a hybrid approach, combining remote and onsite services tailored for each client. For customers needing onsite support, we dispatch a service technician to the client site to perform an array of services including software installation, patch management, and general end-user training and education. Pricing for this service is flexibly designed to meet specific operational budgets on a monthly or ongoing basis. Every member of our customers’ organizations is given personal attention across all services levels, ranging from our consultants working with Chief Information Officers to day-to-day support from our engineers, administrators, and PC technicians.

PC and End User Support

Talon provides PC and End-User support with a hybrid approach, combining remote and onsite services tailored for each client. For customers needing onsite support, we dispatch a service technician to the client site to perform an array of services including software installation, patch management, and general end-user training and education. Pricing for this service is flexibly designed to meet specific operational budgets on a monthly or ongoing basis. Every member of our customers’ organizations is given personal attention across all services levels, ranging from our consultants working with Chief Information Officers to day-to-day support from our engineers, administrators, and PC technicians.

Remote and Onsite Support

Our basic-level remote support serves clients with unexpected or minimal technology support needs. Most support tasks can be handled remotely with a lower cost solution than onsite support, often addressing the need more quickly. Remote support is priced by the hour with a minimum of 30 minutes for any given call and billed in 15-minute increments thereafter.

When an expert is needed at the client site, our on-site support can be accessed on a first-come first-served basis even without a contract in place. We bill in 15-minute increments for the actual time spent on any particular project. In certain instances, prepayment may be required for non-contract services.

More advanced onsite support services are also available including project management, engineering level support, network administration, and in-depth PC support. Whether remote or onsite support, a contract engagement is strongly suggested to ensure faster response times especially in emergency situations.

PC Management and Monitoring

Talon uses AutoTask Endpoint Management to actively support client PCs. This solution provides us with a full understanding of resource needs, improves PC lifecycles, and supports remote pre-scheduled patching of operating systems, scheduled software installs, and upgrades. These tools simplify remote assistance for troubleshooting and repair of most PC issues. This approach minimizes the cost and time for onsite travel. That cost savings is passed on to our customers in a fixed-price fee structure to manage each device. Talon also offers integrated Mobile Device Management (MDM) for tracking, policy enforcement, patching, and administration of mobile devices such as iPads, iPhones, and Android devices.

Managed Patching - PC Level

Regular patching and PC updating ensuring both security and business continuity can be a daunting series of tasks for clients, especially as their operations grow. Talon manages critical and non-critical patch management, utilizing in-house, managed AutoTask and other patch management tools ensuring a secure, highly available network. Patch management services can be integrated with a comprehensive monthly managed service on a pre-determined, pre-scheduled basis.