Ongoing Support

Every company has a network and devices that rely upon that network being operational 24/7.  When you hire TNT for your ongoing support needs, your network engineering and support is in very good hands. Our engineers maintain highly respected certifications, and they have many years of experience. Each of our clients is assigned a primary engineer and a backup engineer to ensure rapid response, knowledgeable recommendations and excellent ongoing support.  We support your network and all its attached devices, and we pride ourselves in being able to do that from anywhere in the world.

TNT offers ongoing support and network engineering services in the form of pre-paid service blocks.  The hours give you priority access directly to your primary and backup engineers.  These hours can be used for any level of service, and they do not expire.  If they are not used, they remain in our bank, for future use.  Nearly all TNT customers maintain a block of hours for support and engineering services.

Blocks are sold in increments as low as 10 hours and as high as 100 hours, with rates based on amount of time purchased.  Blocks can be used for outages and engineering services on Cisco, Microsoft, Citrix issues, or any technology that TNT currently supports (See list here.)  These blocks of time often represent the first exposure many companies take when meeting and getting to know TNT, and they represent our greatest success stories.

In the event of a network outage, restitution of your network or your servers becomes our top priority.  TNT has a 2 hour service level agreement in which to respond, for those customers who maintain a positive balance in their labor block.  We have a 2 hour service level agreement for all customers who have a positive balance in their block of time “bank.” Our blocks of time never expire and can be used for any engineering resource that you may a need for: voice, networking, server support or security response. A block of time is like having a team of highly skilled IT staff ready to handle your issues, without having to pay for their idle time.

Many customers use TNT engineers to add value to their IT department. For many, though, TNT engineers are the IT department, as many business and finance leaders have already concluded that it is cheaper to have a TNT engineer on-site once a week than it is to have an entry or mid-level IT person present all week. In addition to ongoing engineering tasks, TNT engineers can make informed recommendations based on the breadth of their experiences, and can share with you both informally, and in writing, what others are doing to address similar issues as you encounter them. An ideal combination for support includes both a block of time and our network device and network security monitoring offerings, as this gives you both the value of knowing that you are in regulatory compliance, and have access to high level resources in the event of an outage.

The Network Team