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West Tennesee St, Tallahassee, Florida 32304

+1-850-303-6415

[email protected]

About us

At TopTier Technologies, quality is at the heart of everything we do, and innovation drives us beyond boundaries. As a full-service Managed Service Provider, we deliver reliable IT solutions that keep businesses connected, secure, and prepared for the future. From proactive support to advanced network design and restoration, our team ensures technology works seamlessly so clients can focus on growth. With a commitment to excellence and forward-thinking solutions, we set the standard for IT services built on trust, performance, and innovation.

Networks

1340

Exits

18

Data Sizes up to

20 M

Countries invested in

89

Case Studies

Customer Service & Satisfaction Revamp

Customer Service & Satisfaction Revamp — Case Study
Client: 120-user, multi-site professional services firm
Objective: Improve responsiveness, transparency, and end-user satisfaction without increasing ticket backlog.

Challenge
Tickets lingered, status updates were inconsistent, and users didn’t know where to go for quick answers. Leadership wanted a calm, predictable experience with clear SLAs and fewer repeat issues.

What we did

  • SLA & priority matrix. Defined P1–P4 with business impact, auto-timers, and escalation rules in Autotask.

  • Clean intake. Branded client portal with request types, smart forms, and a searchable knowledge base for self-service.

  • Proactive communication. First-response templates in plain English, ETA commitments, and status nudges at key milestones.

  • Quality loop. CSAT/NPS on every close, root-cause tagging, and a monthly “top fix” release note to reduce repeat tickets.

  • Enablement. Short Loom videos + quick guides for common tasks (password reset, MFA, printer fixes).

  • Account cadence. Quarterly reviews with ticket trends, risk register, and a 90-day improvement plan.

Results (first 90 days)

  • CSAT 4.8/5 (up from 4.2).

  • First-response time −55% and MTTR −40% on P2–P4 tickets.

  • First-contact resolution 70% (↑ ~30 points) on common requests.

  • Repeat tickets −35% thanks to portal + KB + “top fix” releases.

Why it worked
Quality at the heart—clear expectations, disciplined process, and human updates. Innovation beyond boundaries—automation in the PSA, self-service content, and a feedback loop that turns data into better service every month.

Custom Server

For a 45-user design firm, we delivered a right-sized, enterprise-grade platform without the noise or power draw of a full rack. We built a quiet tower server with ECC memory, redundant platinum PSUs, mirrored NVMe for the hypervisor, and ZFS RAID10 for data over 10Gb networking. On top, we deployed Proxmox VE with standardized VM templates and VLAN-segmented services (Active Directory, file/print, and the line-of-business app). Backups follow a 3-2-1-1 pattern—local snapshots plus immutable off-site object storage—with a 15-minute RPO and ~1-hour RTO verified in quarterly recovery tests. Security is baked in: UEFI Secure Boot, TPM-backed encryption at rest, least-privilege access, and 24×7 monitoring/patching under a defined SLA and change-control process. We documented everything in an asset inventory and runbook for smooth handoffs and lifecycle management. Result: apps run ~3× faster, power usage dropped ~40%, and new VMs deploy in minutes—delivering Top-Tier quality with enterprise discipline.



Cloud Migration: Enhancing Business Flexibility and Scalability

Cloud & Security Upgrade (Microsoft 365)
A 160-user, multi-site client in North Florida asked us to modernize their email and security. We planned a weekend, staged cutover to Microsoft 365 and moved mailboxes to Exchange Online with no data loss. We turned on Entra ID MFA and Conditional Access, enrolled every device in Intune for patching, encryption, and remote wipe, and hardened mail with DKIM/DMARC, Safe Links/Attachments, and DLP. Result: near-zero downtime, phishing clicks dropped by 90%+ in the first month, and new-hire onboarding now takes about 30 minutes.