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
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