We cover the entire continental united states, canada, and hawaii and puerto rico.
For extremely rural areas, we would as part of our contract, negotiate a deal with substantial drive time, to the closest available technician. We have had technicians drive 2-3 hours to a call and back.
All of our technicians have A+ & Network+ or equivalent credentials and have completed 50 service calls prior to workingw ith us. They go through a background and reference check.
All of our field technicians are 1099 contractors.
Yes, we have a 1 million dollar policy, with worker’s compensation, gl, and e/o coverage.
Our guaranteed response time is 10×5 NBD, meaning we guarantee to respond to incidents 10 hours per business day, with a next business day arrival onsite.
Each client is assigned logins to our client portals where they may place service tickets. They may also directly email the support mailbox, call the 1-800-number or contact a member of our team directly.
Each client gets a dedicated project manager, with a team of project coordinators that report to him and are familiar with the specific needs of the client.
Yes, however if they are not available, several backup technicians in the area will respond, or if the ticket is not urgent you may schedule your primary technicians for his next available time slot.
yes, quite a bit of our business is ‘white label’ and we would represent your company to your clients and present a seamless experience to the end users.
Yes, we offer staff augmentation as part of our services package. We offer discounted rates for weekly, monthly, and quarterly coverage.
Yes, we provide scheduled support on a weekly, bi-weekly, or monthly basis.
We use a leading brand called Connectwise, which has the ability to grant accounts to your staff members.
NO, we are not a ‘managed i.t. provider’ in the traditional sense. We do not take ownership or co-ownership of your environment; we are strictly an extension of your remote helpdesk and do not store any private data.
yes we can; we conduct virtual trainings with our project management team, for technicians designated for a specific project. We can also schedule technicians to receive onsite training at your locations, done by your in-house team. This would be an additional cost at an hourly rate.
