Our CompleteCare
4EOS offers CompleteCare Agreements and flexible programs tailored specifically for our clients. What does this mean and what is included in a monthly service agreement? All CompleteCare clients are assigned a primary engineer. This engineer is your main point of contact and the individual responsible for your account.
“Eyes On Site” Visits
From Walkthroughs to Always-On Visibility
At 4EOS, we’ve always believed in being proactive. For years, our “Eyes On Site” visits gave clients a chance to connect with their primary engineer, surface small issues, and catch what monitoring tools might miss.
But technology, and our approach, has evolved.
Today, we deliver that same level of visibility and support without needing to step foot onsite. Our remote-first model leverages advanced monitoring, real-time analytics, and direct user engagement to identify and resolve issues faster than ever. No waiting for a visit. No delays in getting help.
And those “tap on the shoulder” questions? We’ve made space for them, too. Whether it’s through live chat, scheduled check-ins, or quick video calls, your team still gets the personal support they need just without the wait.
This isn’t a step back from service. It’s a leap forward in responsiveness, efficiency, and value.
Maintenance & Monitoring
Proactive Maintenance, Built Into Every Day
Maintenance isn’t a scheduled event, it’s a continuous process. Monitoring tools work around the clock to perform daily maintenance on servers, firewalls, and network infrastructure, ensuring everything stays secure, stable and optimized.
When an issue is detected, the system automatically opens a ticket and routes it to the right team often before anyone even knows there’s a problem. This enables faster response, reduced downtime, and a smoother experience without disrupting the day.
It’s proactive care, powered by automation and backed by real people so your team can stay focused on what matters most.
Full IT Department Access
The Right Expertise, Every Time
Support isn’t just about availability, it’s about capability. Every client has access to the full depth of the 4EOS engineering team, ensuring that each request is handled by the person best equipped to deliver the right outcome.
When a ticket comes in that requires specialized knowledge such as configuring advanced firewall rules or implementing security protocols it’s routed to an engineer with the right certifications and experience. This allows us to move faster, solve smarter, and deliver consistently high-quality results.
Behind every resolution is a team of experts working together to support your business, not just one engineer, but an entire department aligned around your success.
4EOS Ticketing System
Fast, Focused, and Built for Resolution
At 4EOS, we’ve designed our ticketing system to make getting help fast, simple, and effective. Whether your team submits a request via email or calls our support line, every ticket enters a structured workflow that ensures the right people are on it right away.
The fastest way to initiate support is by sending an email to our helpdesk. Once received, your request is automatically logged and routed to our helpdesk queue, where it’s reviewed by our technicians.
If the issue can be resolved quickly, the helpdesk team will take care of it and keep the user updated. If it requires deeper insight or is better suited for your primary engineer, the ticket is escalated seamlessly.
This system isn’t just about solving problems, it’s about building relationships. By engaging with our helpdesk, your team gains access to a broader bench of 4EOS experts, all aligned around one goal: keeping your business running smoothly.
Separate Projects
Strategic Work, Scoped Separately
Support agreements are designed to cover the day-to-day needs of your users such as resolving issues, maintaining systems, and keeping operations running smoothly. When work falls outside of that scope, it’s treated as a separate project.
Projects include initiatives like new server installations, network wiring, office buildouts, or major infrastructure changes. These are quoted in advance, giving you full visibility into scope, cost, and timeline so there are no surprises.
This approach ensures that strategic work gets the dedicated planning and resources it deserves, while day-to-day support remains fast, focused, and uninterrupted.
Embedded Partnership
More Than a Vendor—An Extension of Your Team
When a new client partners with 4EOS, our engineers don’t just provide support they integrate into your environment as trusted team members. From participating in staff meetings to offering strategic guidance, we work alongside your internal teams to ensure alignment, continuity, and shared success.
This embedded approach allows us to understand your business more deeply, respond more effectively, and contribute proactively not just as IT providers, but as collaborative partners invested in your outcomes.
Onsite Dispatch Whenever Necessary
Onsite Support When It’s the Right Call
At 4EOS, our remote-first model allows us to resolve most issues quickly and efficiently often before they impact your business. But when a situation truly requires a physical presence, we’re ready.
If a ticket is submitted and our helpdesk determines that the issue can’t be resolved remotely, or would be better addressed in person, we act fast. Our first step is to schedule your primary engineer for an onsite visit that same day. If the issue is urgent and your primary engineer is unavailable, we dispatch a senior-level engineer to ensure the problem is handled without delay.
We don’t default to onsite visits, but we never hesitate when they’re needed. Because at 4EOS, it’s not about where we work, it’s about getting the right outcome every time.
Manager Monitoring & Escalation
Built-In Accountability, Elevated When It Matters
Every ticket submitted enters a structured workflow designed to ensure timely resolution. If a ticket isn’t responded to within a defined timeframe, it’s automatically flagged for managerial review so nothing slips through the cracks.
Clients are encouraged to include any relevant time sensitivity when submitting a ticket. If a request is marked with the keyword “Urgent”, the system immediately alerts all managers and senior-level engineers. These urgent flags are reserved for critical, work-stopping issues such as server outages or major infrastructure failures so they receive the highest priority and fastest response.
This layered approach ensures that every request is handled with the right level of urgency, and that leadership is always in the loop when it counts.
