How is service pricing determined?
Pricing is determined by the types of service requested, the number of users and locations to be supported, and any projects to be performed.
Managed Service Pricing
Valiant’s MSP offering is priced by users per month. Our service includes unlimited remote support and on-site support after remote diagnosis during agreed-upon service times. We monitor your infrastructure 24/7, maintain uptime and security, and ensure that your technology works for you.
Our goal is to ensure your technology-related costs are predictable and budgeted in advance and ensure that we have the reach and insight to maintain your technology at the highest level.
Valiant’s per-user fee covers the main office, remote (telecommuting) users, and users in different locations. Additional locations to be covered may be subject to additional fees, depending on the technology in use and requirements specific to your business.
This option is often used for businesses where we are supporting a location more than the people located in it. For example, a retail location or gym where multiple people share the same equipment or have limited needs such as email access from a mobile device.
Projects are billed in hourly blocks and progress is managed by our project team. Regularly scheduled communications provide you with status updates and ensure that the solutions we build accurately address your business needs.
A deposit of 50% of the labor cost and 100% of the hardware/software costs is required prior to the beginning of the project. Our engineering methodology is to build project plans, establish a timeline with required hours, and have the engineer implementing the project perform QA prior to furnishing a proposal for client approval.
Moves, Adds & Changes
Requests that change how your technology functions, based on business needs, are referred to as moves, adds, and changes. Moves, adds, and changes include:
- Onboarding of new staff members and then technology they will use
- Secure offboarding of departing staff members, ensuring clean cutoff of access while providing access to others that need it
- Provisioning or reassignment of equipment, software, and services
Flat-rate changes apply configuration state modifications to workstations and projects like data migrations. For example, computers provisioned for your staff are subject to a flat-rate fee. Large-scale projects that are fully-scoped are subject to a statement of work and approvals.
You will receive an invoice on or around the 20th of each month. MSP and resold services i.e. Microsoft 365 are due on the 1st of each month. The billing process includes a monthly report listing the number of supported users in your business. We provide this report to help you monitor expenses and ensure that billing is properly aligned with your user count.
Our preferred method of payment is via our payment portal using a credit card or ACH. Auto bill pay options are available.
Valiant Technology has strong relationships with many partner businesses whose services complement our own. Our partners are experienced businesses that specialize in physical security, network cabling, and specialized audio/visual needs.
Whenever we work with partners, we are transparent of who they are. We do not outsource our core functionality; our service desk, network operations, patch management and other services are handled by Valiant team members.
How is onboarding performed?
Client onboarding is a group effort orchestrated by our project team. They coordinate all of the different resources, technologies, and tasks to ensure that we are ready to support your business on day one.
The onboarding process ends 60-90 days from the beginning of the engagement and varies based on any remediation projects that may performed as a result of our assessment process.
Onboarding process deliverables
We provide an Onboarding Assessment at the end of the process, which is functionally an initial Quarterly Business Review containing your IT Roadmap and budget. The Onboarding Assessment is a validation of discovery work performed during the pre-onboarding assessment process.
How do I contact support?
Clients can request support in several ways: email, our client support portal, and via telephone.
Support requests received via email or the client portal are triaged by our dispatcher and assigned to the proper technical resources to ensure timely resolution.
Requests received via phone are investigated by available level-one resources. If additional support is needed, the service ticket will be escalated to our dispatcher, reviewed, and assigned to a more senior technician.
Technology that is stable, secure, and scalable is great – but only if your team is able to take full advantage of the resources made available. Valiant Technology offers training sessions including security best practices and common business applications to our clients. Training sessions are held in small groups to facilitate proper learning and one-on-one sessions for key executives may be scheduled.
Our online knowledge base is an online repository of articles that cover common questions, training documents, and videos to enable learning to continue after trainings have taken place.
Hardware Malfunction & Response
Technology has a limited lifespan, and we conduct quarterly business reviews including budgets, active warranties, and expected expenses to ensure that you are using equipment that is reliable and increases productivity. Of course, failures do occur, and we ensure that our clients have spare equipment available in the event of a problem.
In the event of a critical situation, Valiant has the capability to provide temporary equipment from our internal supply of laptops, servers, switches, and other types of network equipment.