SnowCap Concierge delivers tailored, hybrid managed IT services, combining Tier 1, Tier 2, and Tier 3 support to reduce costs by 20–30% compared to traditional IT solutions. With 24/7 desktop support, engineering expertise, and flexible ad-hoc project services, Concierge empowers organizations to streamline IT operations and focus on growth.
SnowCap Concierge delivers enterprise-grade IT services with unmatched flexibility and cost efficiency. Unlike traditional IT outsourcing or in-house solutions, our hybrid model provides Tier 1 (basic support and monitoring), Tier 2 (configuration and optimization), and Tier 3 (strategic consulting and integration) services, tailored to complex IT environments. With flat-rate pricing, seamless system integration, and a focus on Microsoft, virtualization, and networking expertise, Concierge saves 20–30% compared to traditional solutions, making it ideal for mid-market and SMB organizations.
Service Desk/Tier 1 technicians:
Four shifts working 8-hour days
A dedicated team of technician
Supervisor
One for each shift working 8-hour days
Manages and delegates ticket workflow to service desk and Tier 2
Act as Incident Manager for all Priority major incidents
Priority 1 Incident Ticket Handling
Incident Manager is assigned to all Priority 1 incidents
Video Conference is set up between the engineers and the customer through the resolution of the incident.
Hourly email notifications are distributed to the customer and SnowCap management until resolution
Root Cause Analysis is provided for all Priority 1 incident tickets
Priority 2 Incident Ticket Handling
Incident Manager is assigned to all Priority 2 incidents
Priority 2 incidents are an active handoff to Tier 2 and/or Tier 3 engineers as per the defined escalation workflow.
Hourly email notifications are distributed to the customer and SnowCap management until resolution
Root Cause Analysis is provided for all Priority 2 incident tickets
Incident Ticket Support
A ticket is immediately opened in AutoTask by Tier 1 or automatically by our monitoring tool and assigned to the team who owns the initial triage.
Ticket Escalation
Tickets that cannot be resolved by Tier 1 will be escalated to the next level of support – Tier 2 Infrastructure or Tier 2 Client Services for triage and resolution
Why Now?
Modern IT environments demand robust, flexible support to address rising operational costs, complex system integrations, and the need for rapid issue resolution. SMBs and mid-market organizations, especially, face pressure to maintain high-quality IT services without the overhead of traditional outsourcing. SnowCap Concierge addresses these challenges with a cost-effective, tiered service model that delivers enterprise-grade support, rapid response times, and seamless scalability, enabling organizations to drive digital transformation without complexity.
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