On-Site and Remote Tech Support

Down-time is an unnessecary expense.  We have a support system in place that allows a technician, when needed, to remotely access your systems (with your permission) to quickly troubleshoot and correct problem issues.  This allows us to get you back up and working almost instantly for 90% of your issues, without needing to wait for a tech to arrive on-site.  If a problem cannot be resolved remotely, a technician will be dispatched immediately to your location to handle the issue.  Our goal is to make sure that your systems do not “go down” at all.

We keep spare computers in a central location (or onsite if required), in the event a computer in your office requires downtime.  If we cannot fix a workstation within a set amount of time on-site, we will swap it with a spare so that your user can be up and running quickly.  We take your PC back to our central location and repair it, returning it when completed.

Our Help Desk Department is run on a ticket system.  It is a “timed” system, with monitoring and alarms in place for tickets that are not handled rapidly enough.  This department is run solely on speed of successful resolution, thereby insuring rapid and high-quality service for all of our clients.  Our technicians are in constant training to further insure the best possible service.  A senior technician is always available to take over in the rare case of a resolution delay.

Our support personnel are standing by from 8am – 9pm Monday through Friday, with on-call personnel during off-hours and weekends.