FAQ
What do your plans cover?
Our plans are comprehensive support packages that cover all aspects of business IT environment, from setting up user accounts, email, servers, workstations, cloud storage, installing business apps, etc., all done by our highly experienced staff of engineers and network admins, so you know that it is being done properly and securely.
How much do your services cost?
Our services are all-inclusive and based on a flat-rate pricing. For more info, please visit Plans and Pricing. For a custom quote based on your specific business, please call us to arrange a no-cost or obligation assessment.
What is your response time?
For clients with an active support agreement, we take support calls live and generally respond to calls within one hour and within 4 hours if on-site visit is required. 95% of the support calls are taken immediately by your designated support engineer.
What is NOT covered under your support plans?
We do not provide support for: Cabling, telephone systems, security systems, or audio-visual equipment. We also do not do any programming, website development, database management or provide direct support for your line of business applications, such as QuickBooks or Autodesk, however we do support the network infrastructure for your applications to run on and assist in installations. In case of hardware failures, if it is covered under manufacturer’s warranty, it is your responsibility to contact them to have it repaired or replaced. If it is out of warranty, but repairable, we do our best to repair it within reason (you will need to procure the necessary parts). We do not service or repair printers or scanners.
Do you offer 24x7 support?
Our standard business hours for unlimited support are M-F, 9:00a – 5:00p, excluding holidays. After hours and emergency support is available, although it is not covered in our standard support plans and is billed separately.
What if we don’t need an on-going support plan and only need you one time on one project. Do you offer that?
Yes we do. For current pricing and terms, please visit our Plans and Pricing page.
Can we buy our hardware and software from you?
We do not sell any 3rd-party hardware, software or subscriptions. That includes workstations, servers, firewall and switches, software such as your line of business applications, and subscriptions such as your anti-virus and Microsoft 365. We make an unbiased recommendation for the product and/or service that best fits the client’s needs, assist the client in ordering it, and then install and manage it for them.
Do you support Macs and Linux?
No unfortunately, at this point, we are strictly a Microsoft shop and only support Windows-based machines, servers and platforms. We do support Macs, tablets and mobile devices as far as getting them connected to the company network and the internet, and setting them up for company email accounts, but that is about it.
Do you support consumers/individuals/home users?
No, sorry, we only support businesses.