Q1. Is there someone there to take my call? If I email or leave a message, how quickly should I expect a response?
A1. We have dedicated dispatch to take your calls and emails. During our hours of operation, you can expect a support request to be assigned to one of our network engineers within one hour of your initial request. Our business hours are Monday through Friday, 8:30am to 5:30pm EST. We also offer after-hours emergency support when necessary.
Q2. Are they human or robot? Do they explain issues and solutions in terms that you can understand? Do they make me feel stupid for asking simple questions?
A2. We are careful to hire a talented support team with warm personalities. We take the time to help you understand what the issues were, how we resolved them and how you can prevent the issue in the future. We all have a heart for customer service and want to ensure your happiness.
Q3. Do they proactively offer new ways to improve network performance or do they wait until there is a problem to make recommendations?
A3. We regularly check the health of your network, as well as conduct review meetings with our clients. The goal is always to help improve network operations, lower business costs, increase efficiency and resolve issues that may arise in the future.
Q4. Do they provide detailed proposals and invoices to clearly explain what you are paying for?
A4. We provide itemized proposals and invoices for all hardware, software, licensing and service. When we invoice service, we always reference the service ticket number so that you can relate it to a particular job we have completed.
Q5. Do they have adequate errors and omissions insurance as well as workers compensation insurance to protect you?
A5. We are fully protected with errors and omissions insurance as well as workers compensation insurance should an unfortunate situation arise.
Q6. Do they remotely monitor my network to keep updated on security settings and patches, as well as virus definitions in order to prevent breaches, lost data, downtime and other issues?
A6. We take a proactive approach with our remote monitoring system. We are always on the lookout for developing problems and concerns so we can address them before they become BIGGER problems.
Q7. Is it standard procedure for them to provide you with written network documentation detailing important information concerning your network?
A7. All clients will receive a “site book” which covers the layout of your network design and the details necessary for future reference.
Q8. Do they have other technicians who are familiar with your network in case your primary technician goes on vacation, gets sick or is assigned to a long term project?
A8. We like to familiarize at least two of our technicians with your network. Not only do we cross train our team, but we schedule them both accordingly to visit your office for service calls. We also keep detailed network documentation and service history. If any questions arise, we’ll have a quick reference available.
Q9. When they offer an all inclusive IT support plan, it is truly all inclusive or are there “gotchas” hidden in the fine print? Is there a documented breakdown of everything covered in the plan?
A9. The all inclusive managed service plan is a popular plan that we offer. We take time to review our offering at the beginning of our relationship resulting in a better understanding of what services are included.
Q10. Do they backup your network before performing any type of project or upgrade?
A10. We perform a backup prior to any major project work as a precautionary measure in case of hardware failure or software glitch.
Q11. Is their help desk US based or outsourced to an overseas third party?
A11. We provide our own in house help desk so that you consistently work with the same people, and your data remains secure.
Q12. Do their technicians maintain current vendor certifications and participate in continuing education?
A12. Our technicians typically would not be hired without the proper certifications and education. Once hired, they are required to keep their knowledge base and certifications current. v
Q13. Do their technicians arrive on time and dressed professionally?
A13. Our technicians wear professional uniforms and arrive on time. If a change in the schedule is necessary, our dispatch will notify you ahead of time. We believe these are minimum requirements for delivering a professional service.
Q14. Can they support our unique line of business applications?
A14. If we are not familiar with a particular business software or application, we will be happy to be the liaison between you and your vendor support team so that you don’t have to deal with the headache.