Category Archive

Machines covered by a Diligex Managed IT Watch or TotalCare plan may be accessed remotely from any web browser as well as Apple IOS (iPhone, iPad) and Android devices. Note: Diligex Support needs to enable this functionality manually.  If you have not specifically been notified that your machine is setup for direct ScreenConnect or mobile device access, then please request … Read More

Diligex performs scheduled proactive maintenance activities on all Managed IT PC’s, Mac’s and servers.  Maintenance and updates are critical to ensuring that machines are kept secure and running properly. Most maintenance is performed outside of business hours (with some exceptions).  In order for Diligex to perform maintenance on a machine, we must be able to reach the machine.  Therefore, machines … Read More

Diligex Deploys its Tray Icon to all Managed IT PC’s, Mac’s and Servers.  The Tray Icon is the preferred method of creating a service ticket for your machine, as it automatically sends the machine name with the ticket.  Further, it allows the end user to include a screenshot of any errors on the screen. The Tray Icon also provides quick … Read More

Ticket Lifecycle The following describes the 4 lifecycle phases of a ticket from creation as it enters our system all the way through its resolution. Creation: As soon as the system sees a new ticket, it will automatically send the ticket contact an email stating that we’ve received the ticket and have begun reviewing it.  Diligex Support Representatives are also notified. Triage: Within … Read More