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Faye Pollack & Associates, Inc. Faye Pollack & Associates, Inc.
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FPA is defined by our approach to integrating our technical expertise based upon our client relationship.  We have found through the years that our level of services can be broken down between two distinct tiers of clients:

    those who want ongoing, proactive consulting services where we act as a "partner".
    those who prefer us to be more reactive and provide services as needed in more of an "affiliate" capacity.

The two distinct "levels" of client relationships we provide can be defined as follows:

Partner Care
  FPA acts as the IT department. We are proactive and are "partnered" with the client as an integral piece of their organization. We provide a continuous onsite presence. We take full responsibility for the client's computer systems.
Affiliate Care
  FPA acts as the "outsourced" support staff. We respond when requested to provide support solutions. We take a more reactive approach. We work with the client to allow them to be more self sufficient.

By structuring our level of support into Partner Care and Affiliate Care level support teams, as a firm we can meet the following objectives:

    Our role with each client is clearly defined and communicated.
    Client expectations as well as our responsibilities are clearly defined and communicated.
    The Quality of Service provided to all clients is improved, regardless of tier.
    The breadth of services we provide to clients is increased.
    We are clearly working towards our goal of focusing more on existing clients.

Item
Partner Care Level
Affiliate Care Level
Relationship Type FPA acts as an internal IT Manager and internal IT Department for our client's organization FPA takes direction from the client; FPA performs tasks and completes projects as requested by the client
Approach Proactive - we consistently monitor systems and make recommendations to help improve the effectiveness and stability of systems Reactive - we respond to client requests
Documentation We maintain ongoing, detailed written and on-line documentation for all client systems (hardware, software, and peripherals) as well as related procedures We maintain limited written documentation for specific systems as needed. We update the system documentation periodically as part of the FPA Periodic Maintenance Program
Maintenance Ongoing, systematic monitoring and maintenance of systems, including anti-virus software, backups, firewalls, power, hard disk space, and other applications through onsite visits and online through remote tools FPA Periodic Maintenance Program
System Monitoring Real-time FPA ePartner Support Services monitoring of systems FPA Periodic Maintenance Program
Crisis Support FPA ePartner Support Services Crisis Response - we monitor systems remotely and many times can effectively respond to a virus, a virus hoax, hacking, or a server crash from our office before clients even know there is a problem Reactive phone and onsite support.
Application & Systems Integration Cross-Disciplinary expertise may be required to integrate disparate or extensive hardware and software Minimum integration required.
Methodology Our methodology includes our entire organization's support and focus on the success of our clients starting with the receptionist and continuing through our consultants, our programmers, our support staff, our special "Client Liaison" who is always there for each client, and our accounting department Our methodology includes our entire organization's support and focus on the success of our clients starting with the receptionist and continuing through our consultants, our programmers, our support staff, our special "Client Liaison" who is always there for each client, and our accounting department
Professionalism We provide all of our services and support consistent with our high standards of professional and reliable technology consulting We provide all of our services and support consistent with our high standards of professional and reliable technology consulting
Online Support Tools Online access to the FPA Client Activity System (CAS) at no additional cost. As well as online access to the FPA Support Knowledgebase at no additional cost Online access to FPA Support Tools at a minimal monthly fee
FPA News Emailing of the FPA Monthly Technology Update (MTU) Emailing of the FPA Monthly Technology Update (MTU)
Fee Range Usually more than $2,000 / month Usually less than $2000 / month

 
Overview
Client Care Levels
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Why Choose FPA?
Network Services Group
Sage MAS 90 and 200
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Quickbooks Enterprise
Programming Services Group
CRM Services Group
 

 
 
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