Business Process Outsourcing Provider

We just wanted to give you a quick update on happenings at Untangle.

Upgrades to 6.2 continue to roll and will likely finish by June 12th. The ISO should be available sometime late this week or next. If you were not able to make the 6.2 Partner Overview Webinar, you can view the recording at https://www1.gotomeeting.com/register/685173313

 i) WAN Balancer and WAN Failover data sheet (New)per Bundle includes all of Untangle’s commercial applications and services for a single, low cost subscription. Annual and monthly pricing is available.

ii) Untangle Software/Super Bundle data sheet (New)

iii) Professional Package data sheet (update)

iv) Education Package data sheet (update)

v) Price List (update to include new applications and bundles)

Live and Dynamic Inventory

Automatically obtain a complete inventory of your network and computer equipment without any installation on workstations. Also Tracks license details and supplier warranties on your assets. Properly document your changes in our hosted database.

6 ITIL v3.0 Processes
Incident Managment, Change Management, Problem Management, Configuration Management, Service Level Management, and Event Management

On Demand solution
No initial investment needed. Pay only 50 USD per month per IT user.
No infrastructure to setup, hosting is provided by us.
Always accessible anywhere, any time!

Great Reporting Tools
Performance indicators, dashboard, statistics with filtering and data mining features.

30 day Trial
The 30 day trial provides you with a full and unrestricted access to our hosted solution. You may create an unlimited number of IT users.

More Details on the ITIL V3.0 Process Solution:

Incident and service request management
The purpose of the following functionalities is to help document and resolve daily incidents and requests in the most efficient way possible.

Compatible with ITIL-based incident management
Service center (Service Desk) function
Web portal for users
Web portal for technicians
Automated follow-up with emails to users
Full integration with problem management, change management and CMDB
History of incidents associated to a user
History of incidents associated to a piece of equipment or software (CI)
Incident templates and quick calls
Detailed log of resolution activities
Breakdown of incidents and service requests into “sub-requests”
Service level agreement with automatic escalation using emails and visual indicators
Unlimited attachments
Pre-configuration with real data (categories, types, priorities, codes)
Statistical reports, dashboard, graphs, performance indicators and data extraction in Excel
Calendar
Automatic creation of incidents from emails
Notifications by email for important events
Multiple Service Desks support

Inventory and configuration (CMDB)
The primary objective of the following functionalities is to organize all relevant information concerning your equipment and software so that you may know at all times what your inventory is and what is the status of each component of your infrastructure.

Based on the ITIL CMDB concept
Pre-configured with over 20 CI types (hardware, software or logical types)
Fully configurable, possibility to add :
CI types
Relationship types
CI attributes
CI status management
CI location management
Management of users relying on a CI
Management of dependencies and relationships between CIs
Automated inventory of servers, workstations and installed software
CI criticality level indicator
History of incidents associated to a CI
Lease contract management and purchase information
Service contract management with notification prior to expiry
Preventive Maintenance
Parts management
CMDB change monitoring tools
Document management in the CMDB with indexing and search

Problem management
The purpose of the following functionalities is to document and to resolve recurring and complex problems which compromise the performance or undermine the stability of your infrastructure.

Compatible with ITIL-based problem management
Impact, cause, workaround and permanent solution management
Sharing of known errors and workarounds
Association of a problem to its associated incidents
Association of a problem to the CI in cause
Automatic closure of related incidents when a problem is closed
Detailed activities log
Relationship with the souce change (RFC) and with change for the permanent solution
Tool facilitating the correlation of incidents to problems
Tool for identifying the most problematic CIs
Possibility to mark incidents as “potential problems”
Email notifications to publish known errors
Unlimited attachments

Change management
The purpose of the following functionalities is to document and to monitor the changes made to the components of the infrastructure in order to ensure smooth operation and to minimise impacts on the services offered.

Compatible with ITIL-based change management
Management of the change implementation steps using tasks
Notifications for task assignments
Management of estimated effort, remaining effort and actual effort
Detailed activities log, by change and by task.
Documentation of impacts, required resources and authorizations
Change advisory board (CAB) approvals
Detailed activities log
Approvals management
Unlimited attachments

Event management
Event management aims to ensure the follow-up of all events or alerts which occur throughout the IT infrastructure in order to detect and efficiently process problematic situations.

Compatible with ITIL-based event management
Notifications to IT staff
Detailed activities log
Creation of events from emails

Knowledge management
These functionalities enable to manage and share your knowledge.

Knowledge base with attachments and full-text search
Incident history search
Problem history search
Solution search function integrated to incident management

Web portal for users

Possibility to submit incidents and service requests
Incident follow-up
Possibility to send messages to the service center
Log of communications with the service center

For managers
These functionalities enable the manager to measure the performance of the service center and of other support processes.

Dashboard providing a quick overview of the current workload
Table of services currently affected by incidents
Comprehensive statistics on the respect of resolution targets (SLA)
Statistics on the delays for incidents and requests to be processed and to be resolved
Integrated report tool enabling to efficiently search and present data
Escalation in the event of an SLA breach
Performance indicator report

Unique user experience
Clever design, modern look and feel
Support for multiple windows displayed in tabs
Reminder functionalities
Spell-check in all text fields
Integration with email software for sending emails from within an incident
Integration with remote access software
PC Anywhere
Remote Desktop
Dame Ware and many others
Easy to configure data lists
Automatic update downloads

Download our Network Offerings Brochure

Help Desk Benefits:

1. Create fanatical “word of mouth” awareness around your product/services!

Boosts your customers’ satisfaction with superior after-sales service. Satisfied clients are more likely to promote your company to their friends! They will simply rave about your company and this helps build brand loyalty!

Effective customer support system (Help Desk system) would typically be tasked with answering most commonly asked questions from your clients. This help desk solution provides the central point of contact between your organization and your clients.  Your clients can have someone in your organization to talk to regarding their issues — someone always is on hand to  ‘take care of them’.

Typically, help desks are deployed only by larger organizations due to the constraints of cost and time to train suitable staff in such an enviroment. Expensive that is, until help desk virtualization and technology came together to bring down this investment!

2. Conserve your Limited IT resources.

Our virtual help desk teams help you save your valuable IT resources.

Your key IT staff can now concentrate on your key technology initiatives. They won’t be wasting their time handling the mundane, day to day support issues. Let our virtual teams take care of that!

Our virtual teams work offshore. We dont need to take up your office space to provide the same service. Our virtual teams work 24×7 with an incident/ticketing system with escalation and provisions for problem/request tracking. Selected issues with resolutions and workarounds are embedded into a knowledge base.

One Stop Help Desk Offering:

• Service Desk Software
• Staff to man the help desk
• VOIP infrastructure
• SLA 1st tier Resolution 80%

Service Desk Software:

We provide a SQL database backend that stores all incoming service requests. These are tracked by non sequential ticket numbers, and processed according to service plans and service level guarantees. These tickets are integrated with email support so that clients are provided with email status updates as soon as work is done on these. Selected incident/tickets are added to a knowledgebase. This database helps to provide agents with a quicker learning curve and shorter problem resolution time.

Our Service desk application employ online Live Chat solutions that can be placed on your website. This allows your website clients to query our help desk agents online. There is no need to deploy expensive 1-800 numbers!  Another feature of our service desk application is that it allows your FAQs to be converted into “canned responses” and self help troubleshooting guides. This further shortens customer issue resolution times.

Help Desk Staff

Our service staff have high CSR (Customer Satisfaction Ratings), can type at least 40 wpms(for online chat) and have great listening and problem resolution skills. These skills coupled with our advanced service desk application come together to bring superior help desk and problem resolution.

Help Desk VOIP Infrastructure

Any call to a local number will be bridged over to our center. Our Help Desk teams pick up the calls and appear ‘local’ to the caller. Our solutions team will take care of provisioning the VOIP to do this transparently for you.  Our teams handle Tier 1 issues and escalate the rest. With our VOIP infrastructure, our help desk teams can connect to and coordinate with your staff anywhere in the world!

Help Desk SLA

We gurantee first tier resolution of 80%. While we provide the software application, the voip infrastructure and the customer care specialist, we will NEED you to provide us with your product and service specific training and FAQs to help us achieve this Service Level Agreement.

Interested to learn more?

Please email marketing[at]futuregen.sg to learn more! Download our Network Offerings Brochure