Our Answer: We feel WE should own the problem for our clients so they don’t have to try and resolve any of these issues on their own – that’s just plain old good service and something many computer guys won’t do.
Q20: When something goes wrong with our Internet service, phone systems, printers or other IT services, do you own the problem or do you say “that’s not our problem to fix?”
Q19: Are you familiar with (and can they support) our unique line of business applications?
Our Answer: We own the problems with all line of business applications for our clients. That doesn’t mean we can fix faulty software – but we WILL be the liaison between you and your vendor to resolve problems you are having and make sure these applications work smoothly for you.
Q18: Do your technicians arrive on time and dress professionally?
Our Answer: Our technicians are professionals that you would be proud to have in your office. They dress professionally, show up on time and if they cannot (for some odd, unforeseen reason) we always notify the client immediately. We believe these are minimum requirements for delivering a professional service.
Q17: Do your technicians maintain current vendor certifications and participate in on-going training – or are they learning on our dime?
Our Answer: Our technicians are required to keep the most up-to-date vendor certifications in all the software we support. Plus, our hiring process is so stringent, 99% of the technicians who apply don’t make it through (guess who’s hiring them?)
Q16: Is your help-desk US based or outsourced to an overseas company or third party?
Our Answer: We provide our own in-house help desk and make sure the folks helping you are friendly and helpful. We consider this one of the most important aspects of customer service, plus we feel it’s important to keeping your data secure.