Managed IT Support
Personalized IT support that is tailored to every budget and customized for every need.
Xerillion manages your computer network so that your companies' staff isn't bogged down with tedious computer problems, or even worse - total network shutdown. Xerillion will manage your computer network so systems stay reliable and data remains safe. Keep your IT support costs low and predictable by regularly maintaining your system .
Our Staff and Internal Systems:
Our Staff: we have a client service team dedicated to making sure your incoming phone calls and emails for service, schedule changes, or other concerns are taken immediately by a live person in our company-not an answering service, and DEFINITELY not voicemail. In addition, our network operations center (NOC) is there to monitor your system, take helpdesk calls, fix alerts, and provide onsite service. Our field techs are out at client sites providing close personal support that our clients expect from Xerllion.
Our Ticketing System: when you have a support need, you can call or email in your support request and we'll create a service ticket internally which is monitored from creation, to acceptance by a tech, to completion with a set amount of time (15 minutes for acceptance, 2 hour for resolution.) If a service ticket exceeds its thresholds, our system notifies a greater and great group of people within our company to ensure your service request is handled promptly so you can get back to work, and so your request doesn't get lost requiring you to do a frustrating "vendor follow up."
Our Monitoring System: We connect your network into our network operations department using our monitoring and management platform. Our system inventories your entire computer network for all hardware and software then watches for problems. Alerts are immediately transferred into our ticketing system which are then reviewed by our network operations department and responded to based on the support package you chose.
Network Operations Monitoring Rates
- Level 1: 1-15 network devices, 1 server: $60/month
- Level 2: 16-75 network devices, 2-15 servers: $140/month
- Level 3: 76-254 network devices, 16-30 servers: $260/month
Xerillion Support Techs are: Read More
- Level 3 Microsoft Certified Systems Engineers with at least (8) eight years of experience supporting computer networks.
- No contractors or no part-timers - Xerillion only employs certified full-time IT technicians that work directly for our company..
- Friendly techs that respect the intelligence of novice computer users.
- Dedicated techs that pride themselves in building relationships with your staff and getting to understand the intricacies of your business.
- Local residents of the Chicago area
Our IT Support Packages:
As-Needed:
For clients that do have the need a managed service program, or want to get comfortable with us before starting a formal support package. We support your IT needs through our network operations department on an as-needed basis by a group of techs. Most work can be done remotely, and work that cannot be completed remotely, will be performed onsite. Read More
As-Needed Rates
- Remote work: $140/hour
- Onsite work
- Scheduled non-same-day: $140/hour, 2 hour minimum
- Emergency/same-day: $180/hour, 2 hour minimum
Dedicated Tech:
For clients that what flexibility in their IT support program month to month, want to work with one tech. We assign a dedicated tech to your account and you work with one tech all the time and the tech makes scheduled 4 hour onsite visits to your office on a frequency interval that works for you, such as monthly, bi-weekly, or weekly, ect. The idea of this support is taking the service level of having a high caliber full-time IT person without the expense of such a full-time resource. You don't need 160 hours a month of IT service; maybe you just need 4, 8 or 16 hours per month. A Dedicated Tech service plan keeps your service personalized, quick and efficient as you build a close relationship with your tech, and your tech learns your business intimately. Read More
Dedicated Tech Rates
- Dedicated Tech Monthly : Rate is $135/hour ($5/hour discount over as-needed rate) @ 4 hours/month scheduled on 4 hour visit Monday - Friday 8am-12pm, or 1pm-5pm once a month. Additional work at the hourly rate, prorated less than 1 hour.
- Dedicated Tech Bi-weekly: Rate is $130/hour ($5/hour discount off monthly rate) @ 8 hours/month scheduled on 4 hour visit Monday - Friday 8am-12pm, or 1pm-5pm twice a month. Additional work at the hourly rate, prorated less than 1 hour.
- Dedicated Tech Weekly: Rate is $125/hour ($10/hour discount over monthly rate) @ 16 hours/month scheduled on a 4 hour visit Monday - Friday 8am - 12pm, or 1pm - 5pm each week. Additional work at the hourly rate, prorated less than 1 hour.
Outsourced IT Department:
For companies that want a complete outsourced IT department and their system maintained on a flat-rate basis. Clients get unlimited IT support Monday - Friday 7am to 6pm which includes the ability of all your users to call or email our network operations department for support and since the fee is flat, you don't worry about running up a big hourly bill. This support packages includes unlimited helpdesk support, computer fixes, patches and updates to all your managed network systems. Read More
What you pay extra for are:
- Service outside normal business hours of 7am to 6pm
- Desktop/Laptop rebuilds (flat fee of $200)
- Server rebuilds (quoted)
- Project work (generally work related to hardware/software upgrades, network additions, and consolidation/decommissioning of equipment.)
Outsourced IT Department Rates:
- $60/end user computer per month
- $160/ per server per month
- $20/month per firewall
- $10/month per network printer
- Lowest bill rate of $110/hour for project and after-hours work.
No Voicemail
When you have an IT problem, we know you want to speak to your tech right away. With Xerillion on your team, you will never get routed to a voicemail box. In fact, that is the reason why none of the techs have voicemail on their cell phones. Either you reach a technician within four rings or your call is routed back to our office where our in-house client service managers will assist you and route your call. Xerillion does not use a call answering service.
After Hours & Emergency Support
Call us anytime, 24/7, 365 days a year to speak with. It doesn't matter if it's after hours, a holiday, or on a weekend. Xerillion support specialists are waiting to speak with you right away. If it's after hours, simply leave a message and one of our IT professionals will respond within (15) fifteen minutes. If your regular tech is on vacation, a qualified back-up technician that has access to your information will be ready to handle your issue.
Call us at 866.800.3001 to find more about the benefits of Managed IT Support.
Testimonials
"Xerillion brought a level or professionalism to our IT infrastructure that previously didn't have. Before Xerillion, we were working with a consultant that was a one man show and lacked experience, training and support that Xerillion brings to the table. With Xerillion we have a team of enthusiastic and experienced consultants that know us personally and how our business runs. They respond very quickly by phone or email and always put us through quickly to a technician whenever we call."
Scott Smith
Partner
National Fiber Supply Company
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"Before Xerillion, we were working with another IT support company that never really gave us the response we wanted. We also questioned their commitment to us as a client. Xerillion came in and installed a Microsoft Small Business Server, updated our desktop computers, and cleaned up the computer network. Our system is now the most stable it has even been. The technicians at Xerillion are friendly, polite and very responsive. We are very happy with Xerillion.”
Maureen McGuire
Partner
MacCabe - McGuire
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"Best call I ever made! Being an engineer, it is natural for me to try to solve computer problems myself. When it came time to upgrade our entire computer network though, I decided that I needed a professional firm to help us make this transition as smooth as possible. Xerillion did just that. Xerillion installed two new servers, a firewall, network antivirus, terminal server and a VPN. The functionality and stability of our network is greatly improved and I was able to spend more of my time working on my business, and not on IT. "
Len Kleinjan
President
Haeger Engineering
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"Xerillion installed a terminal server solution that greatly reduced our dependence on expensive-to-maintain desktop computers as well as increased the ability of our remote users to access system resources the same way local users do. Xerillion installed an Exchange Server which we use for email, shared calendars, shared contact information and mobile email access with our Pocket PC Phones. Xerillion has been a real ally in helping us use technology to a competitive advantage. "
Terry Hackett
Vice President
Housing Headquarters
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" After a bad snow storm, I called on Xerillion to help us restore a total system shut-down. Servers were down, equipment was damaged and we even needed a few PC’s replaced. Not only did Xerillion answer our call after hours but they were very prompt to respond and a delight to work with. These guys got my team back up in no-time! Great work Guys and thanks again. "
Doug Cantwell
President
Cantwell Consulting
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" When I decided to outsource our IT department I received a lot of skepticism because of our previous experience. Another business owner referred me to Xerillion and their service has been superb! Great response times, on-site visits with off-site support. You guys made me look like a star! "
Ted Remford
Controller
PWT Metal Stamping
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" After researching reliable, affordable, IT solutions in Chicago, I came across Xerillion. These guys have not only made our workplace more efficient but they are surprisingly efficient and cost-effective. It’s like having an IT person staffed without the cost! I’ve recommended Xerillion to other organizations and even called them after hours a few times. Thanks you Xerillion, you have a customer for life… "
Debbie Crameens
Director
Baxhauller Association
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