HELPDESK, REMOTE SUPPORT & TECHNICIAN DISPATCH

24/7 Helpdesk Support

Have an urgent problem or question? RWA Medical IT professionals are available to help you 24 hours a day, 7 days a week. Our helpdesk phone line is answered by a live staff member Monday through Friday from 8am to 5pm CST. If you call after hours, the helpdesk phone line is forwarded to a technician to handle your needs.

24/7 Remote Monitoring & Support

RWA Medical provides 24/7 network, server, and desktop monitoring for all customers currently participating in one of our Proactive Management plans or Managed Workplace service. We have implemented various systems/software programs that enable us to remotely identify and resolve minor issues before they become critical business-impacting events. This provides your system with the best possible protection from virus attacks, unauthorized users, and various other security threats.

Our remote, nonstop-monitoring includes all of your servers and their critical services such as Exchange, SQL databases, and other specific line-of-business applications, along with your internet connection and firewall/routers.

The investment we have made to provide state-of-the-art remote monitoring is the backbone of our remote help desk support capabilities. RWA Medical uses Bomgar Enterprise Support to provide our technicians and clients with secure remote desktop control of every computer, whether it is a desktop or a traveling laptop. As long as an internet connection is available, our technicians can access the computer remotely and work to resolve the problem.

Because most problems can be resolved using remote diagnostics and repair, we save our clients the cost and wait time of an on-site technician visit.

Technician Dispatch

If RWA Medical cannot resolve your technical problem through remote access, one or more of our highly skilled IT professionals will be dispatched to provide on-site service. For those clients with a Proactive Management Plan, on-site services may be covered at no additional charge.  For other clients, pre-paid Block Hours may be purchased at a discounted rate to cover anticipated on-site services.  For our clients with no prepaid hours or management plan, on-site service will be billed at our standard hourly rate appropriate for the service provided.

Some technology service companies charge customers based on the job title/skill level of an assigned technician, so they could be charged for basic desktop work at a higher network engineer’s rate. RWA Medical believes that charges should be based on work performed, not staff assigned. Therefore, our hourly rates are tiered by the level of service needed, not the skill level of the technician performing the work. Our clients don’t pay higher rates for lower level issues, regardless of skill level of the technician we send to assist them. 

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