Get the support you need!
Support services are designed to make sure that you have fully trained personnel at your fingertips, but without the inconvenience of having to wait around for them. This plan is designed specially for you. We promise that within two business hours of a call initiating service, our solutions engineers will review the symptoms of the issue with you and prove remote diagnoses support. Should you require onsite work, we promise a four business hour response time.
This is a great plan designed to work around your own business hours but still provide you with heightened incident response for both hardware and software problems that are appropriate to the situation.
Our coverage window provides you with service Monday through Friday, 8:00 am to 9:00 pm, excluding holidays.
Routing: When our dispatch team receives your call, we will immediately route your information to a solutions engineer who has been trained to triage your issues. The dispatch team does this by collecting information related to your device and the symptoms you are experiencing. Then, our solution engineer will review the symptoms, diagnose possible causes and recommend the next steps towards resolution, which would include a response within four hours.
Remote Diagnosis/Repair: For software issues, within two hours, we will attempt to fix the issue remotely using highly sophisticated, encrypted, single use remote tools. In many cases, we can remotely connect into the system and run diagnostics within minutes. In addition, we can interpret the diagnostic results and make changes or finalize a correction right then and there.
OnSite Diagnosis/Repair: For hardware issues, within four hours, we will send a skilled engineer out to your location to for onsite diagnosis and repair services.
Benefits to You
We wish to ensure that our service times are similar to your business hours, so you won’t be inconvenienced unnecessarily. You won’t have to wait after-hours for someone to show up or call if the issue occurs later on in the day. Yet, you still receive the highest level of service from our dedicated team members.
Remote monitoring. We will always monitor and attempt repair remotely using highly sophisticated, encrypted, single use remote tools. In many cases, we can run diagnostics within minutes. In addition, we can interpret the diagnostic results and make changes or finalize a correction right then and there.
Because we guarantee the 4 hour response time frame, we have fully trained certified solutions engineers on staff and on call in order to diagnose the issue as soon as possible.
Q: We have multiple locations with different hardware – can you handle them all?
A: Yes – absolutely! We are fully trained on multiple devices and will ensure that you receive the same high-quality service no matter which location
Q: I like this option, but I don’t want to be the lowest priority. What is your guarantee?
A: You are never a lower priority no matter which option you choose. This plan allows us to schedule our certified technicians in advance, which helps us to reduce our own cost. We pass that cost savings along to you. However, in the event we do have an overflow of requests, we can guarantee you will never be bumped for someone else. We have built redundancy into our workforce in the form of contracted certified technicians who will step in as we need them.
Q: What about repair? Can you guarantee repair time?
A: Until we know what the diagnosis is, we won’t know how to appropriately resolve your issue. We certainly understand the issue and will work professionally and quickly to provide resolution service. However, if you need guaranteed repair service, you might wish to review our Critical Service Plan.