Welcome to Newmind Group
This page is intended to help you learn a little more about Newmind Group and the services we provide you.
Have a question not addressed here? Reach out anytime at info@newmindgroup.com
How Newmind Group Works
Besides helpdesk support, you may be in touch with our team in other ways, like billing and relationship retention. Here’s a bird’s eye view of our whole company, to give you an idea of who you’ll be working with:
Admin Team
Our admin team will be handling issues related to contracts, invoices, and billing for your services and service orders.
Contact: admin@newmindgroup.com
Growth Team
Your relationship with our Growth Team largely concludes once you’ve signed contracts, but they may be in touch in the future with recommendations for other services, or collecting information that we might use for customer testimonials or case studies. They also distribute Newmind Group’s Client Newsletter. This can be sent to just your leadership team, or your whole staff.
Have feedback for our team that doesn’t make sense for the helpdesk or your engineer? Our Growth Team is always happy to chat.
Contact: sales@newmindgroup.com
IT Services Delivery Team
Our Delivery Team is the engine that fuels our support for your organization. They’re composed of Happiness Technicians and Happiness Engineers, and they’re led by Luke Reynolds, our Chief Operating Officer.
Contact: support@newmindgroup.com
Your Happiness Engineer
Depending on your service agreement, you may be working with a Happiness Engineer. These are senior members of our Delivery team who serve as the personal project manager for Fully Managed Support clients, and they oversee large projects and long term needs. If you’re an Hourly Support client of Newmind, then the majority of your service will be managed by our Hourly Happiness Engineer.
Our Different Service Agreements
In a Fully Managed Support contract you are looking for Newmind to manage all of your IT for you, so you can focus on what you do best. We are proactively thinking about your IT environment, making recommendations, fixes, and improvements to make everything run smoothly. We meet with you monthly to go over everything and think strategically with you about how IT can help your business. The following services are included in the monthly flat fee:
- 8am – 6pm Helpdesk
- Dedicated Happiness Engineer
- Hardware and Software Procurement
- Monthly IT Strategy Meetings
- OS Patch Management
- Managed Antivirus
- Server and Workstation Monitoring
- Server Support & Troubleshooting
- Desktop/Laptop Support
- Business Software Support & Updates
- Printer Support & Troubleshooting
- Network Support & Troubleshooting
- After Hours – Emergency Only Support
- Support Layer Tools, a suite of antivirus, patch management, and remote support software.
When labor we perform doesn’t easily fit into one of the above categories of maintenance, we consider it a capital project. Capital Projects are billed at a separate hourly rate outlined in your contract, and might include things like:
- Server Replacement or Additions
- Business Software Replacement (ie. replacing or migrating from one system to another)
- Specifying, configuring, and installing a new network printer or scanner.
- Wired network upgrade or expansion (ie. structured cabling replacement, wiring, and testing or adding additional switches)
- Ransomware or Malware Remediation
Our Hourly Support contract is sometimes a good fit for small businesses that are looking to manage their IT spending or who might already have some level of internal IT support. This option is best for a customer who would like to manage their own budget, purchases, and support costs.
While working with Hourly Support clients, our team is in a reactionary mode. We provide support when requested and provide recommendations when requested for budget purposes. Typically 1-2 billable hours per month should be expected, beyond normal support and break fix when adding additional services.
We encourage our Hourly Support clients to purchase our Support Layer Tools at a small monthly price per user. This includes a suite of antivirus, patch management, and remote support software. If you’re not sure if you’re receiving these tools, please get in touch.
While working with us in a “special project” capacity (as opposed to ongoing, day-to-day support), we intend to set the best possible expectations up-front, in your introductory meetings with your assigned engineer. This engineer will serve as your project manager over the course of your work with Newmind Group.
Your engineer will provide time estimates and scope your project to the best of their ability, and (unless otherwise stated) you will be billed for actual labor hours spent, at your agreed rate, in a monthly invoice from our Admin team.
Non-Project IT Labor
Newmind Group employs a helpdesk team specialized in day-to-day IT support (think WiFi issues, printer support, setting up servers and PCs). This service is separate from what we’ll be providing to you as a part of your project, but we’re happy to facilitate any IT support needs you may have!
Let us know (either to your engineer or by emailing us), and we can get you set up in our system, so our helpdesk can engage with you in an ongoing basis.
If you’re unclear about your service arrangement with Newmind, or you have other questions about how we can help, we’re always here to answer your questions. Please reach out to us at info@newmindgroup.com or (269) 601-7741.
How to Reach Us For Support
Should you care to get in touch about a new IT issue, you and your team can reach us using the following methods.
Phone 888-440-9000
Email support@newmindgroup.com
Support Portal & Live Chat* https://portal.newmindgroup.com
*our support portal may not be available to you from day 1. If you reach out to us via email, we should be able to provide you with access
On-Call Emergencies
Outside of normal business hours, our on-call staff is available to help with emergencies. These may include server or network outages, or high-impact problems that must be addressed before the next business day. For after-hours emergencies, please call 888-440-9000. When you reach our after-hours voicemail, please leave a message and include the following:
- Your name
- Your organization
- Best contact method (phone/email)
- A description of the problem & urgency level
Services We Can Provide
Our team can consult and execute on almost any IT work you might have for us, but here’s a list of common services we provide for our clients:
Hardware and Software Procurement
Included in Fully Managed or Hourly Support contracts.
Helpdesk
8am – 6pm US Based helpdesk. We staff our own helpdesk and the team is based in Kalamazoo Michigan. Helpdesk support is included in Fully Managed or Hourly Support contracts.
DNS Filter
This is a tool that scans each website request from your computer to the internet for malicious sites. It will stop the connection before the connection is made to a known bad or blocked site. We maintain a list of approved sites and can add additional sites to the list as needed. We provide reports as needed.
Security Awareness Training
We resell a security awareness training service which provides monthly web based training via short animated videos. The trainings are emailed each month and followed up with brief email based content to reinforce what was presented in the video. We provide reports as needed.
Email Phishing Training and Testing
We resell an email phishing training solution that allows us to send test phishing emails to your team. We use this in tandem with security awareness training so that we can verify that your team is putting what they learn into practice. We provide reports as needed.
Server Backup and Disaster Recovery / Business Continuity
We provide an onsite/offsite based backup with secure cloud storage. Our system allows for fast local virtualization in the event of a server failure to minimize business disruption.
Phishing Testing
Our system provides phishing simulation and email templates. We provide you with access to the system and training. We are also available to send the trainings on your behalf. We provide reports as needed.
Firewall Support
Firewall support and management is included in a Fully Managed support contract.
Wireless and Wired Network Support
Network support and management is included in a Fully Managed support contract.
User Management
As part of onboarding, we will work with you to create user onboarding and offboarding processes. Newmind will be responsible for provisioning new users into all systems that we have access to. We will also work with you to create a hardware approval and procurement process.
Computer Imaging
We can work with you to create base images for computers within your organization. Whenever a new staff person is added to the organization, our team can purchase and build the new computer based off the images that we maintain to ensure that new staff members start off with all of the software and settings that they need to do their jobs. Once a new computer is built and ready for deployment, we can ship them to staff per your preference.
Printer Support
We will provide support for staff print issues and manage the installation of printers and print drivers on company owned equipment. If our troubleshooting indicates a hardware issue with a printer, that issue will be escalated to the 3rd party that manages the printers.
Email Support
Newmind will manage the Google Workspace and Microsoft 365 hosted environments. We do not support on-premises email servers or website hosting.
Desktop/Laptop Backups
Choose from built-in options with Google Workspace or Microsoft 365, or a dedicated unlimited space option. PC and Mac supported.
Security Assessment
We evaluate your technology environment, with a focus on security best practices. This is not to be considered an official audit, but rather a way to establish a baseline. Our assessment includes an environment summary, and a list of recommendations aimed at increasing security and decreasing potential risks.
Network Scanning
This is an automated suite of tools that we use to scan your network for inventory purposes and for finding major security issues.
Network Design, Installation, and Management
Firewalls, wired, wireless, VPN, whatever you need, we can help you with all of your networking needs.
Mobile Device Management
Manage and secure your mobile device fleet across iOS, Android, and beyond.
Google Workspace and Microsoft 365 Backup
We provide a cloud based backup solution that will securely backup your email accounts. Both solutions also backup shared drives or team drives.
Email Encryption & Security
Protect your Google or Microsoft users from online threats, and give your team a safe way to send and receive sensitive information.
Google Workspace Licensing
Our partnership allows us to provide you with and manage your Google Workspace licensing. Our team can also help with migration, setup, training, and support.
Microsoft 365 Licensing
Our partnership allows us to provide you with and manage your Microsoft 365 licensing. Our team can also help with migration, setup, training, and support.
VOIP Solutions
If you are looking for help selecting a VOIP provider, or you just need help managing a solution that you already have, we’ve got you. As a Google Voice reseller, we can help you sign up for Google Voice and provide you with ongoing training and product support. We can help with any other VOIP solution as well.
Cloud Infrastructure Management
Azure, Google Cloud, Amazon AWS. We’ll help set up, manage, optimize, and secure your cloud infrastructure. If you aren’t already utilizing a cloud infrastructure, we can help you evaluate moving some or all of your local on-premise infrastructure to any top tier cloud hosting provider.
Remote and Onsite Support
Our tools allow us to be alerted, troubleshoot, and resolve most issues remotely. When something can’t be resolved remotely, or when we just miss seeing you and your team, we’ll schedule an onsite visit to get things sorted, or just to bring you donuts! This is included in a Fully Managed support contract.
Monthly IT Strategy Meetings
We can meet with you each month to review any support issues and to give updates on any active projects. We will also review IT budgets, spending, purchases, and future projects. This is included in a Fully Managed support contract.
Security Layer Tools
Our Security Layer Tools are a set of additional resources which we’ve found highly effective across the majority of our clients, to produce the greatest amount of added protection for the lowest cost per member of your team. They are not required to work with us, but we highly recommend them as an additional layer of protection from scams, threats, and human error.
These tools provide email spam and attack protection, password management, DNS filtering, security awareness training, and cloud backup. The full suite is available as a bundle for $17/user/month, but we also offer the tools a la carte.
- Keeper Enterprise for password management
- DNSFilter for DNS and content filtering protection on Windows devices and at the firewall level
- NINJIO for Security Awareness Training and Phishing Simulation
- Harmony for Google Workspace or Microsoft 365 Email and Cloud Security
- AFI SaaS Backup for Google Workspace and Microsoft 365 Cloud Backup
Learn more about our Security Layer Tools here.
