FAQs

You can use a variety of methods that you think best represents your need for service.

Our Managed Services clients get 24X7 service so you will get a response without having to wait until
the next business day.

Some examples and information follow.

Example issues:

Set up a new computer – Generally 1-2 days’ notice, just send us an email.

Suspected Virus – Give us a call right away, be prepared to turn off the computer.

Several people can’t work – Give us a call right away.

Contact methods:

Email

Phone

Open a ticket from our website

Text

Invoices will contain two different kinds of line items:

For services payable in advance

Any regularly recurring services like a service plan, phone system, email hosting, etc. is invoiced on the first of the month for the service delivery of that month. So, you get an invoice dated July 1 for services you’re expected to use in July.

For services performed in the last month

Any work performed in the last calendar month that weren’t billed in advance such as buying a new computer, labor for a hardware or software project, or any on-site service needed (depending on your service plan).

This is an intentionally broad question to cover some common scenarios.

Most fixes can be done within an hour – problems aren’t uncommon and usually some quick troubleshooting can reveal the problem and it can be resolved.

Some problems involve unique software or hardware products like scanners, cameras or specialized accounting, design, and database software. In these cases, we might lean on a particular team member with experience in this, contact the vendor, or coordinate support between vendors (like Microsoft and the developer). These resolutions can take a few hours to a
few days.

The longer an issue takes, the more likely we might develop a “workaround”. The idea is to restore productivity while we resolve the root problem. We can’t create workarounds for everything, but spare hardware or software can certainly help.

Yes. In our process, we help you determine what you’re spending today, and make sure we build a program which addresses areas of weakness and support business growth and expansion without adding a lot of cost.

On average, clients who come on board with us in our Managed Services program save 30% over their IT costs year over year. We must understand that the costs of systems that aren’t maintained and have poorly responsive support cost more than just the bill from the IT provider. Lost sales, employees who can’t do anything while they wait for support, and of course the bill all contribute to the total IT spend.

Typically, the first few months run a little bit higher, but after the systems are in place which PREVENT problems, and SPEED resolution of those problems with faster response time, the savings are clear.