How Does An Outsourced Technical Support Become A Service?

What Is Support-as-a-Service?

We all know what an outsourced technical support is. It is when you outsource your processes involving computers, websites, and the internet.

But what happens when your tech support becomes a service?

IT support-as-a-service is quite similar to Software as a Service (SaaS). It is a relatively new software distribution model which gives your customers access to applications over the internet. This is compared to having a physical media and custom installation.

Furthermore, SaaS are mainly hosted by a provider who maintains and updates the software regularly.

Here at Magellan Solutions, we make sure that your customers can access and use them via the web and mobile browsers.

Types of IT Support Services

Although they share the same name, SaaS is not always the product. Instead, the typical SaaS provider develops and maintains your product.

SaaS operations, however, revolve around sales, marketing, and customer success. Which usually causes confusion whether it is a product or service.

To further understand IT Support as a Service, we listed down our services that include a wide range of IT tasks to help you increase business efficiency and productivity.

Cloud Services

Cloud services are delivered either through a public cloud, private cloud, or hybrid cloud. The services we deliver are namely:

Software as a Service (SaaS)

A software application that you could access over the cloud without having to install it on your device.

Platform as a Service (PaaS)

We, as a technical support services provider for SMEs, deliver this platform and help in enabling you to develop, run, and manage business applications over the cloud.

Infrastructure as a Service (IaaS)

This is the infrastructure or the actual data storage. Instead of helping you maintain servers and physical data centers, we help you with accessing all your data seamlessly through the cloud.

With our cloud services, you can quickly scale both infrastructure and software. We will also help lower costs as you don’t need to pay for on-premises software licenses or IT employees when they install and upgrade.

Common cloud services are:

Dropbox
Salesforce
Cisco WebEx
Google App Engine
Apache Stratos
OpenShift
Amazon Web Services
Cisco Metapod
Microsoft Azure

Help Desk IT Service

Help Desk is usually confused with Service Desk. But the two are very different when it comes to function.

IT help desk outsourcing	Service Desk
User-centric – The help desk was born out of IT-centricity. It aims to help you focus on the end-user and improve their support experience.	Business-centric
Reactively responds to user issues – If a problem occurs, your customers or even in-house staff can reach out to our support team for assistance.	Proactively develop long term solutions.
User contacts us to get something fixed – Our support team offers assistance only once the incident has taken place.	Works beyond incident management by helping prevent future incidents.
Task oriented	Process oriented

Spam Protection

Emails are one of the easiest and most convenient channels where you transfer information and share data with others.

But it is also common to receive information or emails that contain malicious attachments or dubious messages. These are called “SPAM” messages.

Our outsourced IT support services help you in filtering and marking spam emails. Because believe it or not, your behavior online contributes to the spam messages that you receive.

Magellan Solutions, Your helping hand!

SaaS is not just an expense or a way to distribute your secondary work to somebody else. Rather, it is our helping hand to give you the power to perform better.