Since our beginnings in 2017, we have grown into a major provider of IT support and other IT services to businesses across Bangladesh. Some of our clients are multinational corporations, some are small consultancies, while others are mid-tier industrial clients. Unlike other Managed Service Providers (MSPs), we retained and grown our clientele through the provision of outstanding service as well as consistent and diverse technical ability.
We know that IT is essential to modern business, and when things go wrong productivity can grind to a halt. Our service desk, located in the heart of Dhaka, is well-resourced such that you never need to wait to speak with a technician. Furthermore, along with our own full-time staff, we have partner agreements nationwide allowing us to deliver superior onsite response to all of our clients across the country – including in regional areas. Our Service Level Agreements (SLAs) provide for guaranteed remote response within as little as 10 minutes, and guaranteed onsite response as fast as 1 hour.
We provide enterprise-grade IT support with a strong focus on quality, efficiency, and outcomes.
Fast response is only one piece of the puzzle; it is also essential to us that our staff are well-trained, have strong experience, and a clear escalation path when they need to seek further internal assistance. We have high minimum standards for technicians who join our team and we provide them with ongoing learning opportunities, allowing them to further their skill-set. Our service desk is an open-plan layout and there are multiple senior engineers available to assist, meaning that our support engineers have easy access to expertise should they need it. We utilise an industry best-practice platform for managing all support tasks and projects, called Connectwise. This allows our support team to track issues efficiently and effectively, and ensure that our service delivery management team is able to maintain an overview of all of our clients with a view to seeing that SLAs are met any recurring issues are comprehensively addressed. The diverse range of expertise within our organisation means that we are well-positioned to support and implement a wide range of different solutions for different situations. We are effectively solution agnostic, and recognise that IT is not a one-size-fits-all industry. We will scope out the right solution for your situation and budget, and will explain it all to you in clear and concise language, jargon-free, and with a view to meeting your future growth needs. When it comes to project management and implementation, we take a very serious approach to managing the impact that this can have on your business. Our project managers will follow best practices in consultation, staging, and managing change throughout the lifecycle of any implementation. We ensure that a clear project plan is in place prior to work commencing, and that all key stakeholders are aware of the plan and have input where necessary. Throughout implementation, our project managers will keep tabs on deadlines, keep stakeholders informed, and ensure that the right resources are in place through to completion.