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Professional Services

Our Professional Services staff helps to establish guidelines enabling clients to become more self-sufficient in administering, monitoring, troubleshooting, documenting, and maintaining their systems.

Clients are assigned a Service Coordinator. The Coordinator works with decision-makers in the organization to establish priorities, determine time lines, set completion milestones, schedule technical support resources, implement priority task lists, and prepare evaluations and progress reports.

A Usage and Needs Assessment is often the first step in the implementation process. The assessment identifies priorities and assists in setting the direction for IT activities.

Our assessments are designed to compliment the efforts of your staff. In the first months after the service plan begins, our support time is focused on administrator training and knowledge transfer. Creation and review of system policies and procedures is also a top priority.

Professional services under these agreements do not include hardware and software warranty maintenance or on-site emergency technical response. However, under the agreement, HK will provide on-site emergency support at a standard hourly rate and track this emergency support time to determine the program's effectiveness in reducing unanticipated events. If such events appear to be persistent, HK will recommend steps needed to resolve them, or offer an adjusted monthly fee to include this additional support.

HK monthly fees are determined by the size of the organization and the extent of its system administration and support needs. Agreements are set at a fixed monthly rate with an option for the organization to cancel or adjust with thirty days advanced notice.

HK includes a formal written evaluation from participating organizations every six months. Feedback is compiled and a summary report is distributed to all participants. Knowledge gained through this evaluation process provides quality control, a better understanding of clients' needs, and a basis for program enhancements.