Experts, not salespeople.
At Evolve the engineers who design your environment are the same people you talk to when something needs doing, and nobody in the business is paid commission. Below is how an engagement runs and what the agreement commits us to.
How we compare with typical providers.
The four stages of an engagement.
We call them EASE. The first is a paid review, and the agreement for the rest is quoted from its findings.
Evaluate
A senior engineer reviews what you have.A senior engineer reviews your current IT and where you want the business to go, then writes up a report and strategy. It is a paid, standalone engagement from $1,500+GST, and the fee is credited to your first month if you proceed.
Adopt
We move your systems across on an agreed timeline.Once you approve the plan, we take over monitoring, the helpdesk and backups over four to six weeks, with the work scheduled around your team.
Simplify
One agreement covers the day to day.You have one number to call and one monthly report that lists what we did, and the same engineers handle your tickets from month to month.
Evolve
We review the roadmap with you.Regular strategic reviews update the roadmap so the technology keeps up with where the business is going. Renewals, budget and security are planned at the same meeting.
What we promise, in writing.
Response and resolution targets by priority. These are written into every managed service agreement.
An Evolve engineer answers the helpdesk.
Calls go to the Southport or Toowoomba office, and the person who answers can start on the ticket rather than log it for someone else.
Each ticket is logged against the response targets above, and the monthly report lists every one.
We meet your leadership team for a strategic review.
The agenda covers ticket trends and response times for the period, security events, renewals coming up, the budget forecast and the roadmap.
The roadmap is updated at each review and sets the projects for the period ahead.
An engineer visits your site every month.
The visit is scheduled in advance and covers the server room, the network equipment and anything staff want to raise in person.
Remote monitoring runs between visits.
Start with a paid review.
Before we quote, a senior engineer reviews your hardware, cloud, security, backups, software and phones. You get a written report with prioritised recommendations, which is yours whether or not you go on to work with us. If you do, the fee is credited to your first month.
A survey after every support ticket.
Every closed ticket sends the client a one-click satisfaction survey, and the score here is pulled from those responses.