Client Services
Comprised of the Helpdesk and Training Group, this group provides accurate and consistent service to our customers.
Application Services
Comprised of Application Analysts, Software Developers, and Business Systems Analysts; this group supports over 200 third-party and custom software applications.
Desktop Support
Committed to the various levels of support our client's need daily, this group offers on-site, remote, and administration services to make sure your workstation functions properly.
Communications
Servicing the voice and data communication needs of our clients, this group couples their expertise with infrastructure and billing administration.
Networking
Comprised of Network Analysts, Administrators, and Database Administrators; this group ensures network security, integrity, disaster recovery, and other reliable operations.
Procurement
Our dedicated team of procurement specialists is ready to assist our clients with all aspects of purchasing, asset inventory, license management, and lease management.
Management
We work with our clients to ensure current and future initiatives are implemented in the required timeframe. A team of specialists is also available to assess the technological and operational needs of current or prospective facilities.
Prelude is a SAS 70 Type II certified organization. This certification process exceeds internal IT general control requirements of an audit. This means our clients' systems hosted at Prelude are secure and in compliance with regulations. We must undergo a SAS 70 audit once a year to remain certified. To learn more about Prelude's SAS 70 Type II Certification, click here >
Staff strictly adhere to published Service Level Objectives that outline response timeframes for different types of issues – problems, service requests, and projects–each with three priority levels.
Problem
A customer is experiencing a problem and/or requires assistance.
Examples: PC or printer is not working, no access to email, no access to the Internet, cannot process payroll, technical questions.
Service Request
A customer is requesting information or a service from Prelude. Examples: I would like a configuration for a new PC, I would like to have a custom report created. The time required should be less than eight hours. A completion timeframe is discussed with the customer and the request is forwarded to the appropriate Prelude support group.
Project
The customer is requesting Prelude to perform a new service that will require more than 8 hours to complete.
Examples: software upgrade, software development, review of a new software package, complex custom report, data file pull. These requests are forwarded to an account manager. A completion timeframe is set based on the impact to a customer’s operations and/or the date they are requesting the project to be completed.
