Branch offline
Console into equipment, reboot firewalls, and hand the remote team administrative access.
On-site engineer
Emergency on-site IT support for central teams
24/7, an experienced engineer goes on site for outages and everyday requests that need someone at the desk, covering sites from Charleston to Savannah.
Outage resolution
Branch back online with a written close-out
Once on site, our engineer diagnoses the failed firewall, modem, or switch. We reboot or replace the hardware, console in to hand your remote team access, and send a written close-out to your IT lead.
- 1
Checks in on arrival
Our engineer checks in with the office manager or whoever runs the site that day on arrival to find exactly what failed.
- 2
Works out what failed
Diagnosis uncovers the root cause. Hardware like a firewall, modem, or switch is rebooted or replaced, and we console into the equipment to hand your remote team access.
- 3
Explains the fix clearly
Our engineer explains the fix in plain language to the person it affects and sends a written close-out to your IT lead.
Everyday requests
Routine tasks welcome alongside emergencies
Everyday requests cover a copier, a mouse or keyboard, and account changes made at the machine. Our engineer checks in on arrival, explains the fix in plain language, leaves the space as found, and sends a written close-out.
- 1
Checks in on arrival
On arrival, our engineer checks in with the office manager or whoever runs the site that day.
- 2
Explains the fix clearly
Technical terms are dropped, and our engineer explains the resolution in plain language to the person it affects directly.
- 3
Leaves the space orderly
Cables are bundled, packaging is cleared, and work areas are left exactly as they were found before our engineer steps out.
- 4
Sends a written close-out
Your IT lead receives a clear written summary of the request, the steps taken, and any configuration changes made at the machine.
Local support for central teams
Central IT departments call an IT consultant to resolve hardware faults and physical configuration changes. We handle production outages and everyday requests at branch offices, storefronts, and local clinics.
Typical request
On-site tasks
24/7 incident response timeline
Calls reach CloudCentric directly at any hour by phone, email, or Microsoft Teams to initiate a ticket. Our engineer goes on site to diagnose the fault, restore the hardware, and close out the ticket with your central team.
Hour the call comes in
Incident
Example incident reportTicket 48213
- Site
- Called
- Found
- Did
- Left
- Next
- Attached
- Sent to
- IT director, site manager
On-site IT support handled locally
We manage the physical hardware and local configurations that your remote tools cannot reach, ensuring steady operations for every branch and office.
Failed hardware swap
Your team ships return-merchandise and depot replacement units, and our engineer installs them.
Rack and cable to standard
We rack new equipment to your own standard, dress cables neatly, and label both ends.
New-site turn-up
New-site turn-up means racking equipment, cabling, and meeting the carrier technician to extend the demarcation point.
Moves, adds and changes
Desks are relocated, workstations set up, and office expansions handled efficiently during your change windows.
Bridge call with remote team
Our engineer joins a bridge call as the person on site to work through the problem with you.
Carrier technician access
We meet internet providers, allow access, and extend the demarcation point to your networking equipment.
Copier that keeps jamming
A front-desk copier that keeps jamming or shows an error gets cleared and fixed immediately.
Mouse, keyboard or desk equipment
A staff member's mouse, keyboard, or desk equipment is swapped out so work can continue.
Account and directory changes
Some account or directory changes have to be made at the person's own machine, and our engineer handles those directly.
Point-of-sale and printers
Retail registers, receipt printers, and back-office machines are troubleshot to keep checkout lines moving.
Wi-Fi access points
Failed wireless access points are swapped out, mounted, and cabled in ceilings and halls.
Cameras
Security cameras are refocused, reconnected, or swapped to restore visibility across the physical property.
Phones
Failed desk phones are replaced and provisioned to ensure communication lines remain open for staff.
Photos, port maps and notes
Detailed evidence is sent back as part of the work, including organized port maps.
Work to your tickets and change windows
Central departments keep control of their systems. CloudCentric works strictly to your tickets, runbooks, and change windows, and sends a written close-out to your IT lead after every visit.
- 1
Reach CloudCentric directly
Call, email, or use Microsoft Teams to reach CloudCentric directly at any hour to initiate a ticket.
- 2
Site access arranged
Site access is arranged for the visit, and our engineer checks in with the office manager on arrival.
- 3
Work to your runbook
Our engineer follows your standard operating procedures strictly, applying configurations only within your approved change windows.
- 4
Photos and notes back
You receive complete documentation of the fix, including visual proof of cable dressing and hardware status.
- 5
Handover in your name
Passwords, port labels, and complete inventories are handed back directly, keeping all systems fully under your ownership.
Lowcountry service area
Our engineer travels across the coast to serve branches, stores, clinics, and offices from Charleston down to Savannah.
Example site
Call
Visit
Questions from IT leadership
- Do we keep control of our systems during an outage?
Central teams keep complete control at all times. Our engineer works strictly to your tickets, runbooks, and change windows, ensuring all configurations and logins remain in your name.
- Who comes on site to handle the request?
Our engineer checks in on arrival, reboots or replaces a firewall, modem, or switch, consoles in, and hands your remote team access. We explain the fix plainly, leave the space as found, and send a written close-out to your IT lead.
- Who picks up when we call to report an outage?
Calls reach CloudCentric directly at any hour by phone, email, or Microsoft Teams, and each request becomes a ticket.
- Will you come out for small everyday requests like a copier or a broken keyboard?
Everyday on-site requests are as welcome as emergencies. Our engineer goes on site to fix a copier that keeps jamming, swap a staff member's mouse, or handle local account changes.
- Can you handle hardware that we ship to the site?
Hardware swaps are a standard part of our work. Your team ships return-merchandise and depot replacement units to the branch, and we arrive to unbox, rack, and cable the replacement.
- What comes back to us after a visit?
Your IT lead receives a written close-out summarizing the fix. Handover includes photos of the neatly dressed rack, port maps, and an inventory of installed serial numbers.
- Where do you provide this coverage?
Our service area spans the coast from Charleston to Savannah. We cover Mount Pleasant, North Charleston, Isle of Palms, Folly Beach, Kiawah, Beaufort, Bluffton, and Hilton Head. Call (844) 422-7000.
Reach our engineer directly
Call (844) 422-7000 to initiate a ticket, or book a walkthrough for your local sites.
CharlestonMount PleasantNorth CharlestonIsle of PalmsFolly BeachKiawahBeaufortBlufftonHilton HeadSavannah