C3SD Managed Services 2010 – An open letter to our clientele.


C3SD Inc.
4112 Peninsula Drive
Carlsbad, CA 92010

July 01, 2009


Dear Client;

C3SD Inc. has begun a restructuring of the way we will conduct business moving forward. Beginning today and completing January 01, 2010 C3SD Inc. will transition our Company to become a Managed Services Provider.  Over the past few years Managed Services has become the norm in the computer industry and is based upon Preemptive, Preventive practices rather than a Break -Fix Platform where customers contact their IT provider after an issue occurs.

The decision to move forward in this direction has been made because a Managed Services Platform will allow C3SD Inc. to grow while providing our Clientele a higher level of service than is currently offered.

We have created four service plans that will meet the range of needs of Small & Medium sized businesses throughout the area that C3SD Inc. serves. The plans range from daily monitoring of servers and backups to the full management and service of all Technology in your office including your Network, Servers, Desktops, Mobile Phones, Printers and your Web Presence. 

A C3SD Managed Services Service Agreement provides the following benefits to your business:

  • Guaranteed Call Back and Arrival times when a Service Request is placed with our office.
  • Ability to contact our technical support line and have your issue addressed immediately without the need to schedule an appointment. 
  • Most software issues will be addressed via Remote Management Software providing quicker service and limiting the required on-site trips to resolve issues.
  • Work can be completed on your Network or Computers after hours via Remote Management, preventing downtime during office hours.
  • Your network and all devices are fully documented allowing for Asset Management.
  • C3SD will quickly respond to your Service Request because we have detailed documentation regarding each piece of equipment to be serviced.
  • C3SD will work with your company to develop a Hardware Upgrade Calendar for replacement of outdated hardware allowing your company to include these items in your yearly budget.
  • Your IT service fees will remain the same each month allowing them to be included in a budget.

Please see the Managed Services section of our website  for further information on these service plans.

We understand that a Managed Services Service Agreement is not a fit for all Businesses. Thus C3SD will still provide Break/Fix Service at our new Small Business Rate of $100 per hour.  For additional information please visit our Pricing Page.

 What does this mean for your Company?

Current Service Level Agreement Clients

Current SLA Clients will continue to benefit from the same High-Quality Level of Service your Company currently receives.  This includes guaranteed Call Back and On-Site Arrival times as outlined in your Agreement.  Beginning October 1, 2010, you will have the option to renew your Agreement once under your current rate for a period of up to 1 year. Upon completion of the renewal, the Agreement will be renewed under the new rates at that time.

Current Pre-Paid Hourly Customers

Beginning October 1, 2010 your discounted hourly rate will be raised to $85/hr.  This is a $15/hr. discounted rate over the new On-Site Small Business Rate of $100/hr.  All time above and beyond the hours set in your Agreement will be bill $10 for every 6 min.

Current Break-Fix Clients

  • Beginning September 1, 2010 the Small Business On-Site Hourly Rate will be raised to $100/hour.  While this new rate may be an increase over our current hourly rate, it is still much less than our competition when you consider other top tier IT Firms in San Diego Charge $175 or more per hour.  
  • Remote and Phone Support will be offered at a rate of $100 per hour or $10.00 for every 6 min.  There is no Hourly Minimum for Remote or Phone Support. 
  • Break-Fix Customers will be required to call and schedule a service appointment as was required in the past.  Tuesdays and Thursdays will be set aside for On-Site visits while Monday, Wednesday and Friday will be used to schedule Phone and Remote Support appointments.

If you are a current Break-Fix Client and are interested in moving forward with a new Managed Services Service Agreement please visit the Managed Services section of our newly re-designed website at http://c3sd.com/managed-services. Customers that sign an Agreement by October 1, 2010 will receive half off the base fee for a period of 1 year. 

As always, at your request, we can provide professional references of the many customers currently on an SLA.

Thank You, Your Trusted IT consultant,

Michael Surmanian

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