RavenWatch

The Premier Resource for Tailored Customer Support

The RavenWatch Difference

At Dark Raven Labs, we are committed to providing exceptional support to ensure your business runs smoothly and efficiently. Our Client Support Team is dedicated to addressing your needs promptly and effectively, whether you require remote assistance through our Service Desk or onsite support from our Field Services Team.

RavenWatch Service Desk

Our Service Desk operates 24/7, handling all service requests and incidents promptly. Whether you have a general request for changes or need immediate assistance for service interruptions, we use industry-standard practices to prioritize and classify each ticket for timely resolution. Clients with MSA plans that include after-hours support receive priority service; others may incur additional charges for after-hours assistance.

At Dark Raven Labs, our RavenWatch Service Desk is dedicated to delivering top-tier remote IT support, ensuring that your technology operates seamlessly around the clock. Our expert team handles all service requests and incidents with efficiency and precision, providing you with reliable assistance whenever you need it.

Key Offerings:

  • 24/7 Remote Support: Our RavenWatch Service Desk is available around the clock to address your service requests and incidents. Whether you have a general request or an urgent issue, our team is here to provide timely and effective support.

  • Incident Management: We specialize in resolving service interruptions and critical issues. Our team uses industry-standard practices to prioritize and classify each ticket, ensuring that your issues are addressed swiftly and accurately.

  • Service Requests: From standard changes and updates to routine IT tasks, our Service Desk handles all service requests with professionalism. We ensure that your requests are processed efficiently and that you receive prompt responses.

  • Priority and Escalation: Tickets are prioritized based on urgency and impact, with escalation procedures in place for high-priority issues. Our goal is to resolve each ticket promptly and minimize any potential downtime.

  • Integration with RavenEye Assurance: Our Service Desk is fully integrated with the RavenEye Assurance, ensuring that we proactively monitor and resolve issues before they escalate. This proactive approach maintains the integrity and performance of your IT environment.

The RavenEye Assurance

At Dark Raven Labs, the RavenEye Assurance is our steadfast commitment to delivering exceptional support and ensuring the resilience of your IT environment. This assurance reflects our dedication to addressing every issue with precision and timeliness.

Proactive Monitoring: We employ advanced monitoring tools and techniques to keep a vigilant eye on your systems, detecting potential issues before they escalate into problems. This proactive approach allows us to address concerns swiftly and minimize disruptions.

Guaranteed Resolution: Our promise is to resolve every issue effectively and promptly. With a focus on high-quality service delivery, we ensure that all support requests are handled with urgency and expertise, adhering to agreed-upon response and resolution times.

Continuous Improvement: We believe in constantly enhancing our support processes. The RavenEye Assurance includes regular reviews and updates to our methodologies, ensuring that our services evolve with your needs and the latest industry standards.

Comprehensive Support: From remote troubleshooting to onsite intervention, RavenWatch provides seamless integration of support channels to address and resolve your IT challenges. Our team is dedicated to ensuring that your operations remain uninterrupted and your IT environment is optimized for peak performance.

With the RavenEye Assurance, you can trust that Dark Raven Labs is fully invested in maintaining the reliability and efficiency of your technology infrastructure, offering you peace of mind and exceptional service.

RavenWatch Strike Team: Onsite Support Services

At Dark Raven Labs, our RavenWatch Strike Team is dedicated to delivering exceptional onsite support tailored to your specific needs. When remote assistance is not sufficient, our Strike Team provides hands-on support to ensure your operations run smoothly and efficiently.

Comprehensive Onsite Support

Our RavenWatch Strike Team is equipped to handle a wide range of onsite support services, including:

  • Critical Incident Response: We respond swiftly to urgent issues that require immediate physical intervention to restore operations.

  • Routine Maintenance and Upgrades: Our team performs scheduled maintenance and system upgrades to keep your IT environment running at peak performance.

  • Hardware and Equipment Installation: We manage the setup and configuration of new hardware and equipment, ensuring it integrates seamlessly with your existing systems.

  • Technical Troubleshooting: Our experts diagnose and resolve complex technical issues that cannot be resolved remotely.

  • Contractual Obligations: We fulfill any dedicated onsite staffing requirements as outlined in your service agreements.

Seamless Coordination

When an onsite visit is required, our team works closely with you to schedule the most convenient time for the visit. We ensure minimal disruption to your business operations while addressing your needs promptly and professionally.

Aligned with RavenEye Assurance

The RavenWatch Strike Team operates in alignment with our RavenEye Assurance, ensuring that every onsite service is executed with the highest standards of effectiveness and timeliness. Our commitment includes:

  • Proactive Monitoring: We actively monitor your systems to anticipate potential issues and address them before they impact your operations.

  • Effective Issue Resolution: Our Strike Team is dedicated to resolving every issue efficiently and thoroughly, upholding the promise of the RavenEye Assurance.

  • Post-Service Follow-Up: After each onsite visit, we provide a comprehensive follow-up to confirm that all issues have been addressed and to ensure ongoing satisfaction.

With the RavenWatch Strike Team, you can trust that your onsite support needs are handled with expertise and precision, ensuring your IT environment remains robust and resilient.