Every business is different, so we want to ensure we can offer the best fit for how you do business. We have published our baseline prices for each service level and scope of support on our Pricing page, but discounts or adjustments may be available, depending on specific needs. Please call us at (260) 222-7167 and select option 2. A sales agent will happily discuss the specifics of your needs, expectations, and how we can best support both. All sales calls are recorded for peace of mind on everyone’s part, and we will happily send a copy of the recording to any parties present on the calls. Transparency is paramount, and one of our values. All our sales agents have a full understanding of typical IT needs, and receive periodic training and updates to their knowledge to ensure you speak with a knowledgeable and experienced agent. We bridge the gap that exists between most sales groups and the service personnel doing the work.
Complimentary Onsite Visit
Once the initial conversation with a sales agent has completed, we will schedule an onsite visit. The onsite visit will include a senior member of our support team, usually the technician who will be assigned to you for onsite visits where needed. We may call this initial visit a survey, because we take the opportunity to gain a better understanding of how you do what you do, and see it happen. It gives our tech an opportunity to understand the specific equipment, software, and integrations you use, and gives your employees an opportunity to get to know our techs. This visit typically takes 2 hours, and we prefer a more technical member of your staff be available to answer questions our tech may ask. We understand your time is valuable, so we do not charge for this visit. All of our technicians understand the value of privacy, and will ensure any proprietary information remains secure and confidential.
Contract Signing
Following the onsite visit, we will discuss the best contract fit for you. We offer a wide variety of configurations and contract durations. We also will ensure that our technicians have any necessary warranty work certifications. We currently have technicians trained in warranty service of Lexmark printers, Dell Workstations and servers (Including Dell TechDirect accounts), HP Workstation and servers, and Lenovo Workstations and servers. If additional training or warranty certifications are needed to meet your needs, we will ensure those are completed before onboarding.
Onboarding
Our onboarding process is very simple. We provide a list of onsite techs who may visit to perform work at the time of onboarding to ensure access is smooth. Additionally, an account is created for your organization on our helpdesk portal, allowing an overview of all cases submitted and their status. We obtain a list of employees authorized to give approvals for access, hardware and software purchases, and changes to the contract. Once this is completed, support can start. We can provide materials to ease support contact, including business cards, direct links, tent cards, stickers, and many other options. Our goal is to get you back to work.
Frequently Asked Questions
- Do you have an office location we can visit?
- No, all our employees, managers, and other staff work 100% remote. This allows us to have support personnel staffed physically close to our clients, select talent from the widest possible pool, and reduce overhead costs by not renting or purchasing property. We can then pass on these savings to our clients.
- I see you have onsite support. Are your technicians bound by confidentiality agreements or a similar guarantee of safety for our proprietary information?
- Yes, we offer onsite support, with technicians bound by standard NDA agreements, as well as company policy of zero tolerance regarding the sharing of proprietary information. Your trade secrets are safe with us.
- I run a small business, and do not need 24/7 support. Is there an option for support on an as-needed basis?
- Our primary market is small and medium businesses. We recognize that the other MSPs focus on the larger businesses, but we see a need at the smaller level. As such, we know that your support needs may be smaller as well. Our Per-Event pricing allows for this scenario. You are billed based on the hours spent per support event. This is also a “post-paid” plan, so the payment must be made within 30 days of billing. Billing is issued on the 1st of each month, and includes all hours from the month prior.
- I want to upgrade my POS systems, as well as some server work. Can you help, and if so, how is this billed?
- This would be considered a Project, and would involve a contract that is separate from our usual support offerings. As we cannot realistically stock spare parts for all possible projects, there will be some lead time for obtaining the needed equipment and parts. The costs will be based on the parts, labor, and scope of the project. Support for the installed systems can be contracted using the normal support plans. Our lead time on parts is usually less than a week, and most small scale projects can be completed in a week. The specific time frame may differ depending on the availability of parts and the scope of the project. Prior to any work, a quote will be worked up and issued, as well as a survey of the proposed installation site to ensure a smooth process.
- I want to be able to approve any access, purchase, and security requests made. How can you accommodate this?
- As part of our standard process, all requests that may add costs to the support plan, change access rights, or involve security matters require approval from the designated approval individual listed for your company. We allow up to 2 alternate approvers in order of priority, for cases where the primary individual may be not available. These approval requests are linked to the request ticket, and any responses (or lack thereof) are recorded in the ticket history. In the event we do not receive a response from any approver within 72 hours, we reject the request, and advise the requestor to resubmit their request once they have alerted the approver to their needs.
- I want a copy of a support ticket and it’s history. Can you provide that?
- We maintain all ticket history for 1 year. At request, we can retain it longer. Upon request from either the approver listed for your company or the contract signer, we can provide the ticket history, including all communications, notes, and attached documents to you.