On-Site Service And Support

Matrix Solutions, Inc. provides on-site service and support to businesses of all sizes in Central Mississippi. Our goal is to keep your network up and running so that you can be productive. Our complete service and support plan consists of the following components:

On-site Service
Call us any time you have a problem. Our team of certified technicians is available to come to your assistance at any time. Some issues can be resolved by walking you through procedures via the telephone. Some issues can be resolved using the Remote Access tools described below. Other issues require our presence, in which case we are happy to travel to your location. We are also ‘on-call’ after-hours and on weekends.

Remote Access to your server and to your desktops
To provide the most cost-effective support, we use a variety of tools to access your server and your desktops to help you fix problems. Using remote support tools means that we can often fix your problems within minutes, saving us from making a special trip to your office and saving you from having to wait for us!

Hardware, Software and Guidance
Our goal is to make sure that you have the proper hardware and software to do your jobs. We maintain lists of recommended hardware and software that will cover 90% of your requirements, such as servers, workstations, internet vendors, tape backup software, and anti-virus software. For the other 10% of your needs, we can review your requirements, make specific recommendations, and follow through with implementation. To stay abreast of the changing technology, our staff maintains professional certifications by both Novell and Microsoft.

Network Monitoring
Using specialized tools and procedures, we monitor your network on a daily basis to detect and fix problems. We check server logs, drive space, internet connectivity, backup job status, anti-virus logs and more.

Automated distribution of patches and updates
Our proactive system keeps your equipment updated with all of the latest operating system patches, application patches and security updates.

Backup Testing
Each month, we test your backup system by bringing one of your backup tapes to our office, restoring data from the tape and then copying the data to a DVD. We then return the DVD to your office for storage at your off-site location, which could be someone’s house or a safe deposit box. By testing your tapes each month, we validate the integrity of your backup system and also provide a copy of your data on media that can be accessed by any machine with a DVD reader – no special tape drive or backup software is required!

Network Documentation
The backbone to any on-site service and support is our SuperDOC© documentation package. Our SuperDOC© system includes documentation on every piece of equipment, every piece of software, every procedure, and every setting that makes up your network. It also includes a written backup plan and log sheet, a disaster recovery plan, a security plan, a network diagram and an office floor plan. We put everything we need in SuperDOC© to make maintaining your network as efficient and cost-effective as possible!