Why do you work on fixed price basis?
After working for many years with various clients and consultants we came to realization that hourly work is not in the best interest of the client. When work is billed this way, clients are less likely to allow the IT support team provide basic network maintenance, security checks, regular patching and updating of the system. In the long run this results in a network that is very unstable and unreliable. And if you pay hourly, instead of fixing the problem in fifteen minutes, a consultant is more likely to spend an hour or more. Unlike many others, we provide fixed price service so you don’t have to worry about us working slowly and inflating the final bill. This way, our interests match – you want us to fix things faster so you can get back to work and we want to fix them fast so you are satisfied with our work and continue employing our services.
Can you work together with our IT staff?
Absolutely! It is not uncommon for us to provide supplemental manpower to your existing staff. In this case we can work in one of the two scenarios – we are directed by your IT specialist to perform tasks or alternatively we direct your support personnel on the best ways to solve the issues and support the company. Whatever the arrangement, we can integrate our services into your existing ways of doing work.
Will the price change month to month?
The price will not change from month to month, unless you add more people and workstations. If your company grows, we will update the supported system count on the next monthly bill.
We have 20 computers but only want support for 10
We will support as many or as few workstations as you want us to. If you only want a portion of your systems covered by the contract (such as those used by executives, sales or scientist) just point them out and pay for only those assets.
Do you provide home support?
We provide at home support for systems covered by the contract in the Complete Support. For example, an executive may want to have their workstation at the office and their home computer covered, while the rest of the company will only have office computers covered. This way the key people in your organization are fully covered, regardless of their location. Please note, this service is limited to executive team only (C-level officers, business owners, board directors).
What is your response time?
Our contractual response times are dependent on service level. Basic and Advanced guarantee next day on-site, while Complete Support guarantees same day on-site. However, in many cases we are able to fix problems by connecting to your systems remotely. For any other requests the response time is 2 hours. In most cases we will respond to you either immediately or within 45 minutes.
Will someone come to our office every time we have an issue?
On-site support is reserved for issue that require physical presence at the office. If you need an e-mail account created on the server or reconfiguration of the printer, this can be done remotely much faster than dispatching an actual technician to the office. If the helpdesk determines than an issue will require an on-site visit, then a technician will be dispatched.
Can there be any extra charges on our regular bill?
No. The only exception is if we need to purchase equipment on your behalf in order to resolve an urgent problem. For example if a network switch fails and half of the office can’t work – we will buy the switch and add its price to the monthly bill. There are no extra charges for any of the work performed, regardless of how complex it is and how long it takes.