Frequently asked questions

Our partners value CHR as an innovative company that excels in providing advanced services that are not typical in the “local IT services” market.

CHR clearly understands the goals of our clients to create a strategic partner for NOC management and trouble ticket management to free the client’s internal team so they can focus on strategic areas, not on firefighting. CHR provides the following key outcomes for all our partners.

• Increased Operating Efficiency – CHR will provide operating efficiency, reactive culture and give your internal teams the ability to focus on strategy. Let our team shovel the coal into the furnace below the deck of the ship while your team stands up top and sets the vision to drive company revenue!
• Next Generation Solution – CHR offers best of breed systems to support our dedicated staff which include CA UIM NOC platform, Microsoft CRM, and other leading frameworks.
• Real-time Dashboards – A new approach to executive and management analytics by not only providing strategic reporting, but cutting edge real-time dashboards to support. CHR’s solution not only provides our internal team such dashboards, but the client’s team as well.

A Managed Service Provider (MSP) is a third-party company that manages and assumes the responsibility of a defined set of IT and technology management services to its customers. It is a strategic method of improving operations that is commonplace among large corporations as well as small and medium-size businesses, non-profit organizations, and governments. As an MSP, the CHR Team can act as the client’s IT Department or can simply augment the IT staff that is already in place.

When engaging a managed service provider, you do not relinquish overall managerial control and responsibility for the IT operations being outsourced, and thus remain accountable. Plus, you get to choose exactly which services you want managed externally, and which ones you’ll keep working on in-house.

The MSP will handle the often time-consuming, complex, repetitive, and arduous work involved. Outsourcing to a managed service provider is becoming a growing trend in business as more and more companies come to realize the benefits of moving many of their day-to-day operations to a third party.

Businesses of all sizes and in all industries use Managed Services for a variety of different reasons. Small to medium size companies use MSPs to provide full IT services so they can focus on their core business and maintain operational cost control. Larger companies may use an MSP to augment the in-house IT staff, having the MSP handle the more day-to-day tasks, freeing up resources to complete more strategic projects. Companies that need 24x7x365 monitoring and alert will engage an MSP to assist with that coverage.

CHR offers Managed Services to a wide variety of industries including telecommunications companies, manufacturers, oil and gas companies, insurance companies, and retail establishments. While most of our managed IT clients are in the greater Houston area, CHR has Managed IT customers nationwide.

The vast majority of IT issues can be handled remotely, however sometimes there is a need to be on site. When that need arises, CHR will dispatch technicians to your site to handle those issues.

Customers can reach the CHR Service Center 24x7x365, and the 24x7 NOC answers every call. Response times depend on priority. For critical (P1) incidents the target is 15 minutes during business hours and 30 minutes after hours. For high (P2) incidents it is 30 minutes and 1 hour. Medium (P3) requests get a response within 4 business hours and low (P4) requests within 1 business day, and after hours P3 and P4 requests queue for the next business day. CHR commits to meeting the P1 and P2 targets on at least 95% of incidents and reports performance to you each month.

The CHR Service Center and 24x7 NOC are available 24 hours a day, 7 days a week, 365 days a year. Staffed support for all priorities runs Monday to Friday, 8:00 AM to 5:00 PM Central Time, excluding CHR holidays. After hours, on-call engineers respond to P1 and P2 incidents.

CHR will develop IT security policies for your specific enterprise. In addition, CHR can do CyberSecurity testing, employee training, and even reviews.

CHR server and network engineers carry a large variety of industry certifications including from Cisco and Microsoft. These certifications cover key areas such as Security, Routing, Switching, Active Directory, Exchange, ADFS, and others.