Ontrack Support Preferred
Zent Networks' Ontrack Support Preferred provides dedicated, priority helpdesk services for your organization's critical first users, ensuring rapid issue resolution and uninterrupted productivity.
- Coverage for Critical Users: Access to priority helpdesk support for your most important personnel, minimizing disruption.
- Rapid Issue Resolution: Ensures that issues affecting key users are addressed with urgency, maintaining operational flow.
- Uninterrupted Productivity: Proactive and responsive support minimizes downtime for your essential team members.
- Dedicated Assistance: Provides a focused support channel for your organization's critical first users, enhancing efficiency.
Product Overview
Product Overview
Ontrack Support Preferred is a dedicated helpdesk service designed to provide priority support for your organization's critical first users. This service ensures that your most important personnel receive rapid issue resolution, minimizing downtime and maintaining business continuity.
This offering is ideal for Business Owners, IT Managers, and IT Professionals in SMB and mid-market companies who need to ensure their key employees have immediate access to technical assistance. It integrates with your existing IT environment to provide a focused support layer for essential users.
- Priority Helpdesk Access: Critical users receive expedited support.
- Focused User Coverage: Ensures your most vital team members are always operational.
- Reduced Downtime: Minimizes disruptions for key personnel.
- Enhanced Productivity: Keeps essential users working without interruption.
- Streamlined Support: Provides a clear escalation path for critical user issues.
Ontrack Support Preferred offers SMB and mid-market teams a focused solution to keep their most critical users productive and supported.
What's Covered
Priority Support for Key Personnel
Access to dedicated, priority helpdesk support for your organization's critical first users. This ensures that issues affecting your most important personnel are addressed with urgency, minimizing disruption and maintaining operational flow.
Organizations with essential staff, Businesses requiring high user uptime, Teams with limited internal support resources, Companies prioritizing critical user productivity
Minimizing Downtime for Business Continuity
Coverage for critical users to prevent extended downtime that could impact core business functions. This provides proactive and responsive support, keeping essential team members working without interruption.
Businesses with mission-critical operations, Companies reliant on key employee output, Organizations with strict operational uptime requirements, Teams managing essential business processes
Streamlined Support for Vital Users
Entitlement to a focused support channel for your organization's critical first users. This offers a clear escalation path and dedicated assistance, enhancing the efficiency and effectiveness of support delivery.
Companies with defined critical user groups, Businesses seeking efficient support models, Organizations needing specialized user support, Teams managing high-impact roles
Ensuring Uninterrupted Productivity
Protection against productivity loss by ensuring rapid issue resolution for your critical first users. This service helps maintain business momentum by keeping your most vital team members operational.
Growth-focused SMBs, Mid-market companies with expanding teams, Businesses with seasonal or project-based critical users, Organizations prioritizing employee efficiency
Key Features
Priority Helpdesk Queuing
Your critical users' support tickets are moved to the front of the line, ensuring faster response times.
Dedicated Support Channel
Provides a direct and focused support path for your most important personnel, reducing confusion and delays.
Rapid Issue Resolution Focus
The service prioritizes quick fixes for issues impacting key users, minimizing their time spent troubleshooting.
Minimized Operational Disruption
By keeping critical users operational, this service helps prevent bottlenecks and ensures business continuity.
Enhanced User Efficiency
Ensures that your most valuable employees can continue their work with minimal technical interruption.
Industry Applications
Finance & Insurance
Financial services firms require high availability for their critical user functions to ensure uninterrupted trading, client service, and regulatory compliance. Downtime for key personnel can lead to significant financial losses and reputational damage.
Legal & Professional Services
Law firms and professional services organizations depend on the immediate availability of their key staff to meet client deadlines and manage sensitive cases. Prioritized support for these users is essential for maintaining client trust and operational efficiency.
Healthcare & Life Sciences
Healthcare providers need to ensure their critical users, such as doctors and administrative staff, have constant access to systems for patient care and record management. Any disruption can directly impact patient safety and treatment.
Retail & Hospitality
Retail and hospitality businesses rely on their front-line staff and management to drive sales and customer satisfaction. Ensuring these critical users have uninterrupted access to POS systems, booking platforms, and operational tools is vital for revenue.
Frequently Asked Questions
What defines a 'critical first user'?
Critical first users are individuals whose productivity directly impacts core business operations or revenue generation. This can include executives, key sales personnel, essential operational staff, or anyone whose downtime would significantly affect the business.
How does this differ from standard helpdesk support?
Ontrack Support Preferred offers priority access and faster resolution times specifically for a defined group of critical users, whereas standard helpdesk support typically serves all users on a first-come, first-served basis.
Can we define which users are considered 'critical'?
Yes, the designation of critical users is typically defined by the client organization in consultation with Zent Networks to ensure the service aligns with business priorities.
Deployment & Support
Deployment Complexity
Low — self-service
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.